TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Parasuraman,A.
AU  - Berry,Leonard L.
TI  - Delivering quality service: balancing customer perceptions and expectations 
SN  - 0029357012
PY  - 1990///
CY  - New York, N.Y.
PB  - Free Press
KW  - Customer services
KW  - Service industries
KW  - Quality control
KW  - Mathematical models
N1  - Includes bibliographical references and index
ER  -