TY  - BOOK
AU  - Bitner Mary Jo
AU  -  Zeithaml Valarie A
TI  - Services marketing:  Integrating customer focus across the firm   
SN  - 007035561
U1  - X9(Y):51, N6;P2/TD3 
PY  - 2002///
CY  -  New Delhi 
PB  - Tata McGraw Hill India      
KW  - Service Industry
ER  -