TY  - BOOK
AU  - Zeithaml Valarie A
AU  -  Bitner Mary Jo
TI  - Services marketing: Integrating customer focus across the firm
U1  - X9(Y):51.1'P, P6 
PY  - 2006///
CY  - Boston
PB  - McGraw-Hill       
KW  - Service Industry Market
ER  -