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Delivering quality service :balancing customer perceptions and expectations /

Zeithaml, Valarie A.

Delivering quality service :balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. - New York : London : Free Press ; Collier Macmillan, c1990. - xii, 226 p. : ill. ; 25 cm.

Includes bibliographical references (p. 207-218).

ISBN: 0029357012 : $24.95

LCCN: 89023592

Subjects--Topical Terms:
Customer services.
Service industries--Quality control--Mathematical models.

LC Class. No.: HF5415.5.Z45 1990

Dewey Class. No.: 658.8/12

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