Services marketing integrating customer focus across the firm

ανά Zeithaml Valarie A., Bitner Mary Jo
Έκδοση 2003

Delivering quality service balancing customer perceptions and expectations

ανά Zeithaml Valarie A., Parasuraman A., Berry Leonard L.
Έκδοση 1990

Services marketing integrating customer focus across the firm

ανά Zeithaml Valarie A., Bitner Mary Jo, Gremler Dwayne D.
Έκδοση 2006