TY  - BOOK
AU  - "Zeithaml, Valarie A"
AU  - "Bitner, Mary Jo"
TI  - Services marketing
T2  - Mcgraw Hill marketing and advertising series
SN  - 70782504
CY  - New York
KW  - Customer service
KW  - Marketing
KW  - Services industries--Marketing
N1  - includes index
ER  -