Services marketing : integrating customer focus across the firm 
by Valarie A. Zeithaml, Mary Jo Bitner, Bwayne D. Gremler And Ajay Pandit 
 - 5th ed. 
 - New Delhi:   Tata McGraw-Hill Publishing Company Limited  2012 
 - xxvii, 763p., ind.  24 cm x 18 cm 
<br/><br/><label>ISBN: </label>9780070700994 
<br/><br/><label>Subjects--Topical Terms: </label><br/>aligning strategy<br/>building customer relationship<br/>case<br/>consumer behaviour<br/>customer defined service<br/>customer expectations<br/>customer service<br/>integrated service marketing communications<br/>marketing<br/>pricing of service<br/>service design<br/>service industries<br/>service recovery<br/>services marketing
<br/><br/><label>Dewey Class. No.: </label>658.8  / SER