Zeithaml, Valarie A. Services marketing : integrating customer focus across the firm / Valarie A. Zeithaml, Mary Jo Bitner. - 3rd ed. - Boston : McGraw-Hill/Irwin, c2003. - xx, 668 p. : ill. ; 26 cm. Includes bibliographical references and index. ISBN: 0072471425 (alk. paper) 9780070495098 Subjects--Topical Terms: Marketing Dewey Class. No.: 658.8 / ZES