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. ; 25 cm.
Includes bibliographical references (p. 207-218).
9781439167281 (pbk.) 1439167281 (pbk.)
89023592
Customer services.
Service industries--Quality control--Mathematical models.
HF5415.5 / .Z45 1990
658.812 / ZIE 1990
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.
Includes bibliographical references (p. 207-218).
9781439167281 (pbk.) 1439167281 (pbk.)
89023592
Customer services.
Service industries--Quality control--Mathematical models.
HF5415.5 / .Z45 1990
658.812 / ZIE 1990