Zeithaml, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. 
 - 6th ed. 
 - New York :  McGraw-Hill Irwin,  c2013. 
 - xxvii, 642 p. :  ill. ;  26 cm. 
<br/><br/> Fakulti Keusahawanan dan Perniagaan. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0078112052 9780078112058 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Marketing.<br/>Service industries--Marketing.