Delivering quality service :
Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations / Valerie A. Zeithaml, A. Parasuraman, Leonard L. Berry - New York : The Free Press c 1990 - xii, 226 p/ ill. ; 24 cm.
Includes bibliographical references and index.
0-02-935701-2
Customer service.
Service industries-quality control Mathematical models.
HF5415.5 / .Z44 1990
Delivering quality service : balancing customer perceptions and expectations / Valerie A. Zeithaml, A. Parasuraman, Leonard L. Berry - New York : The Free Press c 1990 - xii, 226 p/ ill. ; 24 cm.
Includes bibliographical references and index.
0-02-935701-2
Customer service.
Service industries-quality control Mathematical models.
HF5415.5 / .Z44 1990