TY  - BOOK
AU  - Zeithaml, Valarie A.
TI  - Delivering quality service : : balancing customer perceptions and expectations
SN  - 9780029357019
U1  - 658.812 ZEI 
PY  - 1990///
CY  - New York : Free Press ; London 
PB  - : Collier Macmillan
KW  - Customer services
KW  - Service industries -- Quality control -- Mathematical models
KW  - Quality Control
KW  - Valarie A Zeithaml
KW  - Management
ER  -