Zeithaml, Valarie A. <br/><br/>
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. ;  25 cm. 
<br/><br/>Includes bibliographical references (p. 207-218). 
<br/><br/><label>ISBN: </label>0029357012  
<br/><br/><label>LCCN: </label>89023592  
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Service industries--Quality control--Mathematical models.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / Z45d 1990 
<br/><br/><label>Dewey Class. No.: </label>658.8  / Z48d