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,  c1990. 
 - xi, 226 p. 
<br/><br/><label>ISBN: </label>0029357012 
<br/><br/><label>LCCN: </label>90035144     
<br/><br/><label>Subjects--Topical Terms: </label><br/>Service industries--Quality control--Mathematical models.<br/>Customer services