TY  - BOOK
AU  - Zeithaml,Valarie A.
AU  - Parasuraman,A.
AU  - Berry,Leonard L.
TI  - Delivering quality service: balancing customer perceptions and expectations 
SN  - 9780029357019 :
U1  - 658.812 ZEI 
PY  - 1990///
CY  - New York
PB  - Free Press
KW  - Customer services
KW  - Service industries
KW  - Quality control
KW  - Mathematical models
KW  - Retail & wholesale industries
KW  - thema
KW  - Hospitality & service industries
N1  - Includes bibliographical references and index
N2  - Describes the five attributes of quality service and explains how to identify customer expectations
ER  -