Zeithaml, Valarie A. <br/><br/>
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. 
<br/><br/>Includes bibliographical references [p. 207-218]. 
<br/><br/><label>ISBN: </label>0029357012  RM281.40 
<br/><br/><label>LCCN: </label>89-023592 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Service industries--Quality control--Mathematical models.