TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Parasuraman,A.
AU  - Berry,Leonard L.
TI  - Delivering quality service: balancing customer perceptions and expectations
SN  - 0029357012
AV  - HF5415.5 .Z45 1990
U1  - 658.8/12 20
PY  - 1990///
CY  - New York, London
PB  - Free Press, Collier Macmillan
KW  - Customer services
KW  - Local
KW  - Service industries
KW  - Quality control
KW  - Mathematical models
N1  - Includes bibliographical references (p. 207-218)
ER  -