Zeithaml, Valarie A.  <br/><br/>
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. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>0-02-935701-2 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer service.<br/>Service industries-quality control Mathematical models. 
<br/><br/><label>LC Class. No.: </label>HF5415.5  / .Z44 1990