TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Parasuraman,A.
AU  - Berry,Leonard L.
TI  - Delivering Quality Service : Balancing Customer Perceptions and Expectations
SN  - 9781439167281
U1  - 658.812 ZEI 
PY  - 1990///
CY  - New York, ; London
PB  - : Free Press, : Collier Macmillan
KW  - Customer services
KW  - Service industries
KW  - Quality control
KW  - Mathematical models
N1  - Includes bibliographical references (p. 207-218)
ER  -