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Delivering quality service

Zeithaml, Valarie A.

Delivering quality service balancing customer perceptions and expectations Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York London Free Press Collier Macmillan c1990. - xii, 226 p. ill.

Includes bibliographical references (p. 207-218).

ISBN: 0029357012 24.95

LCCN: 89023592 //r95

Subjects--Topical Terms:
Customer services
Service industries--Quality control--Mathematical models.

LC Class. No.: HF5415.5 / .Z45 1990

Dewey Class. No.: 658.8/12

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