TY  - BOOK
AU  - "ZEITHAML V . A .,BITNER M . J .,"
TI  - SERVICES MARKETING
SN  - 0-07-114881-7
U1  - 658.8 ZEI 
PY  - 1996///
CY  - NEW YORK
PB  - THE MCGRAW-HILL COMPANIES
KW  - "MANAGEMENT,MARKETING MANAGEMENT,SERVICES MARKETING,CONSUMER BEHAVIOR IN SERVICES,LISTENTING TO CUSTOMER REQUIREMENTS,MANAGING SERVICE PROMISES"
ER  -