TY  - GEN
AU  - Zeithaml, Valarie A.
AU  - Berry, Leonard L.
TI  - Delivering quality service : balancing customer perceptions and expections
AV  - HF5415.5 Zei.
PY  - 1990///
PB  - Free Press
KW  - Customer service
KW  - Service industries - Quality control - Mathematical models
N1  - 6997
ER  -