Services Marketing: Integrating Customer Focus Across the Firm
Valarie A. Zeithaml,
University of North Carolina Mary Jo Bitner,
Arizona State University Dwayne D. Gremler,
Bowling Green State University Thomas Mahaffey,
Saint Francis Xavier Univeristy Bobbi Hiltz,
Saint Francis Xavier University
ISBN: 0070964521 Copyright year: 2007
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2007 McGraw-Hill Higher Education