TY  - GEN
AU  - ZEITHAML, V. A.
AU  - BITNER, M. J. & GREMLER, D. D. 
TI  - Services Marketing: Integrating Customer Focus Across the Firm. 
SN  - 978-007-108696-7
U1  - 658.8 ZEI 
PY  - 2013///
CY  - New York, 
PB  - McGraw - Hill
ER  -