Managing customer expectations of service quality : does it make a difference? /
Pitt, Leyland F.
Caruana, Albert.
Money, Arthur,1941-
Henley Management College.
Brunel University.
Henley-on-Thames : Henley Management College,
c1994.
At foot of cover: Henley, the Management College; Brunel, University of West London
Bibliography: p.17-21
Service industries
Consumer satisfaction.