TY  - BOOK
AU  - Zeithaml, Valarie A.
AU  - Gremler, Dwayne D.
AU  - Bitner, Mary Jo.
AU  - Pandit, Ajay.
TI  - Services marketing: integrating customer focus across the firm 
SN  - 9780070660076
U1  - 658.804  4
PY  - 2009///
CY  - New Delhi
PB  - Tata McGraw Hill Publishing Company Ltd
KW  - Customer perceptions of services
KW  - Aligning service design and standards
KW  - Understanding customer requirements
ER  -