Zeithaml, Valarie A. <br/><br/>
Services marketing :  integrating customer focus across the firm / 
Valarie A. Zeithaml, Mary Jo Bitner and Dwayne D. Gremler. 
 - 4th ed. 
 - Boston :  McGraw-Hill/Irwin,  c2006. 
 - xxvii, 708 p. :  ill. ;  27 cm 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0072961945 (alk. paper)  TZS 10,000/= 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries<br/>Customer services<br/>Marketing.
<br/><br/><label>Dewey Class. No.: </label>658.8 ZEI