01351cam a22003494a 45000010008000000030004000080050017000120080041000290100017000700200015000870400027001020420008001290500024001370820019001611000025001802450109002052500012003142600041003263000037003675040051004046500035004556500023004906500015005137000021005288560093005498560085006428560073007279060045008009420015008459990017008609520124008771686022KCU20231012173551.0990512s2000    maua     b    001 0 eng    a   99029464   a0072312211  aDLCcDLCdDLCdAcopesa  apcc00aHD9980.5b.Z45 200000a658.8221bZEI1 aZeithaml, Valarie A.10aServices marketing :bintegrating customer focus across the firm /cValarie A. Zeithaml, Mary Jo Bitner.  a2nd ed.  aBoston :bIrwin/McGraw-Hill,cc2000.  axxviii, 620 p. :bill. ;c26 cm.  aIncludes bibliographical references and index. 0aService industriesxMarketing. 0aCustomer services. 0aMarketing.1 aBitner, Mary Jo.423Contributor biographical informationuhttp://www.loc.gov/catdir/bios/mh042/99029464.html423Publisher descriptionuhttp://www.loc.gov/catdir/description/mh023/99029464.html413Table of contentsuhttp://www.loc.gov/catdir/toc/mh023/99029464.html  a7bcbccorignewd1eocipf19gy-gencatlg  2ddccBKn0  c36035d36035  00102ddc40708NFICaKCU/LIB/01bKCU/LIB/01cREFd2023-10-05l0o658.8 ZEIp3746r2023-10-05 16:22:06w2023-10-05yBK