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Delivering quality service : balancing customer perceptions and expectations /

Zeithaml, Valarie A.

Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York : Free Press, 1990. - xii, 226 p. : ill. ; 25 cm.

Includes bibliographical references [p. 207-218].

ISBN: 0029357012 RM281.40

LCCN: 89-023592

Subjects--Topical Terms:
Customer services.
Service industries--Quality control--Mathematical models.

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