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Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Pandit, A. (2011). Services marketing: Integrating customer focus across the firm (5th ed.). New Delhi: Tata McGraw Hill Education Private Limited.

Zeithaml, Valarie A., Mary Jo Bitner, Dwayne D. Gremler, and Ajay Pandit. Services Marketing: Integrating Customer Focus Across the Firm. 5th ed. New Delhi: Tata McGraw Hill Education Private Limited, 2011.

Zeithaml, Valarie A., Mary Jo Bitner, Dwayne D. Gremler, and Ajay Pandit. Services Marketing: Integrating Customer Focus Across the Firm. 5th ed. New Delhi: Tata McGraw Hill Education Private Limited, 2011.