TY  - BOOK
AU  - Zeithaml, Valerie A.
AU  - Bitner,Mary Jo
AU  - Gremler,Dwayne D.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 0071253297
PY  - 2006///
CY  - New York
PB  - McGraw- Hill Book Company
KW  - Customer Service
KW  - sears
KW  - Marketing
N1  - Includes index
ER  -