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 Z447D
PY  - 1990///
CY  - New York, N.Y.
PB  - Free Press
KW  - CUSTOMER SERVICE
KW  - SERVICE INDUSTRIES
KW  - QUALITY CONTROL
KW  - MATHEMATICAL MODELS
N1  - Includes bibliographical references and index
ER  -