TY - BOOK AU - Zeithaml,Valarie A. AU - Bitner,Mary Jo AU - Gremler,Dwayne D. TI - Services marketing: integrating customer focus across the firm SN - 0073380938 AV - HD9980.5 .Z45 2012 PY - 2012/// CY - Boston PB - McGraw-Hill/Irwin KW - Service industries KW - Marketing KW - Customer services KW - sears N1 - Includes index ER -