Zeithaml V A <br/><br/>
Services marketing: Integrating customer focus across the firm 
Zeithaml V A; Bitner M J 
 - 2 
 - NY  NY, McGraw Hill  2000 
 - 620p 
<br/><br/><label>ISBN: </label>0-07-231221-1 
<br/><br/><label>Source: </label>Textbook