000			01115cam a2200253 a 4500
999			_c1605 _d1605
020			_a9780078112058
020			_a9780071086967 ( pbk.)
020			_a007108696X ( pbk.)
020			_a0078112052
050	0	0	_aHD9980.5 _b.Z45
100	1		_aZeithaml, Valarie A.
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a6th ed.
260			_aNew York : _bMcGraw-Hill Irwin, _cc2013.
300			_axxvii, 642 p. : _bill. ; _c26 cm.cm.
500			_aIncludes index
505			_aPart 1 Foundations for services marketing 1 Part 2 Focus on the Customer 49 Part 3 Understanding Customer Requirements 111 Part 4 Aligning Service Design and Standards 215 Part 5 Delivering and Performing Service 309 Part 6 Managing Service Promises 409 Part 7 Service and the bottom line 469 CASES 495 Photo Credit 620 Index 622
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo.
700	1		_aGremler, Dwayne D.
942			_cBK