TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Berry,Leonard L.
AU  - Parasuraman A.
TI  - Delivering quality service : balancing customer perceptions and expectations
SN  - 0029357012
U1  - HF/5415.5 
PY  - 1990///
CY  - New York
PB  - The Free Press
KW  - Customer service.
KW  - Service inductries - Quality control - Mathematical model
N1  - Includes bibliographical references
ER  -