TY  - BOOK
AU  - Zeithaml, Valarie A., Parasuraman, A. and Berry, Leonard L.
TI  - Delivering quality service: : balancing customer perceptions and expectations
SN  - 0029357012
U1  - 658.562 
PY  - 1990///
CY  - New York
PB  - ; The Free Press
KW  - Management
KW  - Quality Control
KW  - Quality Management
ER  -