Service marketing 
Rolan T. Rust, Anthony J. Zohorik; Timothy L. Keinigham. 
 - New York  Harper Collins College Publishing  1996 
 - xx, 508p., 25cm. 
<br/><br/><label>ISBN: </label>673991458 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services ;Aftersale service ;Customer satesfaction.
<br/><br/><label>Dewey Class. No.: </label>658.8  / R98S