Delivering quality service :
Zeithaml, Valarie A.
Delivering quality service : balancing customer perceptions and expectations / by Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York, N.Y. : Free Press, 1990. - xii, 226 p. ; 25 cm.
Includes bibliographical references and index.
0029357012
Customer services.
Service industries--Quality control--Mathematical models.
Delivering quality service : balancing customer perceptions and expectations / by Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York, N.Y. : Free Press, 1990. - xii, 226 p. ; 25 cm.
Includes bibliographical references and index.
0029357012
Customer services.
Service industries--Quality control--Mathematical models.