Zeithaml, Valarie A., Parasuraman, A. and Berry, Leonard L. <br/><br/>
Delivering quality service  : balancing customer perceptions and expectations 

 - New York  ; The Free Press  , 1990 
 - xii,226p. 
<br/><br/><label>ISBN: </label>0029357012   
<br/><br/><label>Subjects--Topical Terms: </label><br/>Management<br/>Quality Control<br/>Quality Management
<br/><br/><label>Dewey Class. No.: </label>658.562  / ZEI