00509pamaa2200181 4500 0000018527 20090815090000.0 0071148817 658.8 ZEI 1996 HD9980.5 ZEI 1996 Zeithaml Services marketing Valarie A. Zeithaml and Mary Jo Bitner. New York: McGraw Hill, 1996. xx, 700p.: 24cm. Service industries -- Marketing Customer services Marketing BITNER, Mary Jo