00589nam a2200133   4500020002400000020002100024082001500045100007300060245006700133260003800200300003600238500001900274650016200293  a9781259026812 (pbk)  a1259026817 (pbk)  a658.8bMAR  aZeithaml, Valarie A.aMary Jo BitneraDwayne D GremleraAjay Pandit   aServices marketingbintegrating customer focus across the firm  aIndiabMcgrawhill educationc2015  axxxii, 711 p.b: ill.c; 24 cm.  aInclude index.  aServices marketingaMarketingvCustomer servicesvService industries marketingvCustomer expectations vManaging demand and capacityvService recovery vFSSH