TY  - BOOK
AU  - Rust,roland T.
AU  - Oliver,Richard L.
TI  - Service quality: new directions in theory and practice 
SN  - 0803949197
PY  - 1994///
CY  - Thousand Oaks
PB  - Sage Publications
KW  - Customer services
KW  - Quality control
KW  - Consumer satisfaction
ER  -