Zeithaml, Valarie A. and Bitner, Mary Jo, Services Marketing – Integrating Customer Focus Across the Firm, Second Edition, Irwin-McGraw-Hill, Boston, 2000.
Zeithaml, Valarie A. and Bitner, Mary Jo, Services Marketing – Integrating Customer Focus Across the Firm, Second Edition, Irwin-McGraw-Hill, Boston, 2000.
Zeithaml
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