TY  - BOOK
AU  - Bitner Jo Mary
AU  - Zeithaml A.Valarie
TI  - Services Marketing / Integrating Customer Focus Across the Firm
SN  - 72312211
PY  - 2000///
PB  - Irwin Mcgraw-Hill
N1  - Introduction to Services, Focus on the Customer, Listening to Customer Requirements, Aligning Strategy and Service Design and Standards, Delivering and Performing Service, Managing Service Promises, The Big Picture and Closing all the Gaps, Cases, Index
N2  - Introduction to Services, Focus on the Customer, Listening to Customer Requirements, Aligning Strategy and Service Design and Standards, Delivering and Performing Service, Managing Service Promises, The Big Picture and Closing all the Gaps, Cases, Index
ER  -