TY  - BOOK
AU  - Bitner Jo Mary
AU  - Gremler Dwayne D
AU  - Zeithaml A.Valarie
TI  - Services Marketing / Integrating Customer Focus Across the Firm
SN  - 9780071263931
PY  - 2009///
PB  - Mcgraw Hill Book Company
N1  - Preface, Focus on the Customer, Understanding Customer Requirements, Aligning Service Design and Standards, Delivering and Performing Service, Managing Service Promises, Service and the Bottom Line, Cases, Index
N2  - Preface, Focus on the Customer, Understanding Customer Requirements, Aligning Service Design and Standards, Delivering and Performing Service, Managing Service Promises, Service and the Bottom Line, Cases, Index
ER  -