000			01162nac a22002771u 4500
010			_a 2004065642
020			_a0072961945 (alk. paper)
020			_a0071244964
082	0	0	_a658.8 _bZ372
090			_c2465 _d2465
100			_aZeithaml, Valarie A.
245	1	0	_aServices marketing : _bintegrating customer focus across the firm / _cValarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler.
250			_a4th ed.
260			_aBoston : _bMcGraw-Hill/Irwin,2006 _c2006.
300			_axxvii, 708 p. : _bill., map ; _c27 cm.
504			_aIncludes bibliographical references and index.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo.
700	1		_aGremler, Dwayne D.
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-d.html
856	4	2	_3Table of contents only _uhttp://www.loc.gov/catdir/enhancements/fy0619/2004065642-t.html
942			_cBB _k658.8Z372
999			_c2465 _d2465