TY  - BOOK
AU  - Berry,Leonard L
AU  - Parasuraman,A.
TI  - Marketing services: competing through quality 
SN  - 002903079X
PY  - 1991///
CY  - New York, N.Y.
PB  - Free Press
KW  - Customer services
KW  - Service industries
KW  - Marketing
N1  - Includes bibliographical references : (p. 191-203) and index
UR  - http://www.loc.gov/catdir/bios/simon051/91013029.html
UR  - http://www.loc.gov/catdir/description/simon031/91013029.html
ER  -