00577nam a2200193 a 4500001001400000003000400014008004100018020001800059050002600077100002400103245010700127250001000234260003900244300001000283650003400293650002200327650001400349700002000363vtls000081867MTX100930 2009    xxk           000 0 eng d  a978007126393100aHD9980.5bZ45 S8 20091 aZeithaml, Valarie A10aServices marketing : integrating customer focus across the firm /cValarie A. Zeithaml, Mary Jo Bitner  a5th d  aBoston :bIrwin/McGraw-Hill,c2009  a708 p 0aService industriesxMarketing 0aCustomer services 0aMarketing1 aBitner, Mary Jo