Zeithaml, Valarie A. <br/><br/>
Delivering quality service :  balancing customer perceptions and expectations / 
Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. 
 - New York :  Free Press,  1990. 
 - xii, 226p. ;  24cm. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/> Describes the five attributes of quality service and explains how to identify customer expectations. 
<br/><br/><label>ISBN: </label>9780029357019 :  £25.00 0029357012 :  $24.95 
<br/><br/><label>LCCN: </label>89023592 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.<br/>Service industries--Quality control--Mathematical models<br/>Service industries.<br/>Quality control.<br/>Retail & wholesale industries<br/>Hospitality & service industries
<br/><br/><label>Dewey Class. No.: </label>658.812 ZEI