integrating customer focus across the firm Zeithaml, Valarie A. creator Bitner, Mary Jo. Gremler, Dwayne D. text bibliography nyu New York McGraw-Hill Irwin c2013 2013 6th ed. monographic eng

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xxxii, 642 p. : ill. ; 26 cm.cm. Valarie A. Zeithaml, Mary Jo Bitner, Dwayne D. Gremler. Includes bibliographical references and index. Service industries Marketing Customer services Marketing Business & finance HD9980.5 .Z45 2013 658.8 9781259026812 1259026817 9780078112058 (alk. paper) 0078112052 2011051073 DLC 161024 20211128155752.0 31377 eng