Managing customer expectations of service quality: does it make a difference?
By: by Leyland F. Pitt, Albert Carnana and Arthur Money.
Contributors: Carnana, Albert.; Money, Arthur, 1941-; Henley Management College.
Series: Henley working paper -- 4/94; Working paper series / Henley Management College -- 4/94; Working paper series -- 4/94.
Publisher: The Management College
Published: 1994
Place of publication: Henley
Language: eng
Notes: Spiral binding.