TY  - BOOK
AU  - Zeithaml,A Valarrie .
AU  - Bitner,Jo Mary
TI  - Service marketing
SN  - 0071244964 (pbk)
U1  - 658.8 
PY  - 2006///,1996c
CY  - Yew York.
PB  - Mc Graw Hill,
N1  - included Index; Part 1: Foundations for services Marketing----------------------
Part 2: Focus on the customer----------------------
Part 3: Understanding customer requirements---------------------
Part 4: Aligning service design and standards---------------------
Part 5: delivering and performing service---------------------
Part 6: Managing Service promises-----------------------
Part 7: Service and the bottom line--------------------
Cases-----------------
Index-------------------
ER  -