TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Parasuraman,A.
AU  - Berry,Leonard L.
TI  - Delivering quality service: balancing customer perceptions and expectations 
SN  - 0029357012 
AV  - HF5415.5 .Z45 1990
U1  - 658.8/12 20
PY  - 1990///
CY  - New York
PB  - Collier Macmillan
KW  - Customer services
KW  - Quality Control
N1  - Includes bibliographical references
UR  - http://www.loc.gov/catdir/bios/simon051/89023592.html
UR  - http://www.loc.gov/catdir/description/simon032/89023592.html
UR  - http://www.loc.gov/catdir/enhancements/fy0631/89023592-t.html
UR  - http://www.loc.gov/catdir/enhancements/fy0641/89023592-s.html
ER  -