Zeithaml, V. A. Services marketing : integrating customer focus across the firm. - 5th ed. - New Delhi : Tata McGraw Hill Education Private Limited, 2000. - xxvii, 763 p. : ill. ; 24cm. Includes index. ISBN: 9780070700994 Subjects--Topical Terms: Services Dewey Class. No.: 658.8 ZEI