Zeithaml, Valarie A.; Bitnemr, Mary Jo; Gremler, Dwayne D. <br/><br/>
Marketing de Servicios 

 -  McGraw-Hill/Interamericana Editores, S.A. de C.V  2009 
<br/><br/><label>Dewey Class. No.: </label>658.812/Z61/2009