Zeithaml, Valarie A. <br/><br/>
Delivering quality service :  balancing customer perceptions and expectations / 
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry 
 - New York, N.Y. :  Free Press,  c1990 
 - 226 p. :  ill. 
<br/><br/>Includes bibliographical references and index 
<br/><br/><label>ISBN: </label>0029357012 
<br/><br/><label>Subjects--Topical Terms: </label><br/>CUSTOMER SERVICE<br/>SERVICE INDUSTRIES--QUALITY CONTROL--MATHEMATICAL MODELS
<br/><br/><label>LC Class. No.: </label>HF5415.5  / Z447D