Delivering quality service
Subtitle: balancing customer perceptions and expectations
By: Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.
Contributors: Parasuraman, A.; Berry, Leonard L., 1942-
Publisher: Free Press; Collier Macmillan
Published: 1990
Place of publication: New York; London
Language: eng
Number of pages: 226
Subjects: Customer services.; Service industries -- Quality control -- Mathematical models.
Notes: Includes bibliographical references (p. 207-218).