Wilson, Alan  Valarie A. Zeithaml  Mary Jo Bitner  Dwayne D. Gremler  <br/><br/>
Services management  integrating customer focus across the firm 

 - New York  McGraw-Hill  2008 
 - xxiii, 623 p.  : ill.  ; 24.5 cm. 
<br/><br/> Includes index 
<br/><br/><label>ISBN: </label>9780077107956 (pbk) 0077107950 (pbk) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management science<br/>General management --Customer services	--Consumer behavior	--Service development 	--Communication --FSSH
<br/><br/><label>Dewey Class. No.: </label>658.8  / WIL