00904cam a2200289 7i4500 0000014111 20150325090000.0 iicp-my 20120413160100.0 120413 000 0 eng d 9780077107956 201204131601 diyana 658.8 SER Wilson, Alan Services marketing : integrating customer focus accross the firm / by Alan Wilson ... [et al.].. 1st Europian Ed.. United Kingdom : McGraw-Hill, c2008.. xxiii, 623 p. : ill. ; 25 cm.. Includes index. Marketing. Customer services. Services industries - Marketing. Zeithaml, Valarie A. Bitner, Mary Jo. Gremler, Dwayne D. 1000022869 Book Yellow Spot 1000023065 Book Orange Spot