The nature and determinants of customer expectations of service
By: Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman.
Contributors: Berry, Leonard L.; Parasuraman, A.; Marketing Science Institute.
Series: Working paper / Marketing Science Institute research program
Publisher: Marketing Science Institute
Published: 1991
Place of publication: Cambridge, Mass
Language: eng
Notes: Report no.91-113.