000			01373cam a22003494a 4500
001			1686022
003			O
005			20151028154503.0
008			990512s2000 maua b 001 0 eng
010			_a 99029464
020			_a978-0072312211
040			_aLC _cPUL _dPUL
042			_apcc
050	0	0	_aHD 9980.5 _b.Z45 2000
082	0	0	_a658.8 _221
100	1		_aZeithaml, Valarie A.
245	1	0	_aServices marketing: _bIntegrating customer focus across the firm. _cValarie A. Zeithaml, Mary Jo Bitner.
250			_a2nd ed.
260			_aBoston : _bIrwin/McGraw-Hill, _cc2000.
300			_axxviii, 620 p. : _bill. ; _c26 cm.
504			_aIncludes bibliographical references and index.
650		0	_aService industries _xMarketing.
650		0	_aCustomer services.
650		0	_aMarketing.
700	1		_aBitner, Mary Jo.
856	4	2	_3Contributor biographical information _uhttp://www.loc.gov/catdir/bios/mh042/99029464.html
856	4	2	_3Publisher description _uhttp://www.loc.gov/catdir/description/mh023/99029464.html
856	4	1	_3Table of contents _uhttp://www.loc.gov/catdir/toc/mh023/99029464.html
906			_a7 _bcbc _corignew _d1 _eocip _f19 _gy-gencatlg
942			_2lcc _cBK
999			_c30291 _d30291