Service quality : new directions in theory and practice / 
editors: Roland T. Rust, Richard L. Oliver. 
 -  Sage Publications  1994. 
<br/><br/>7118 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer service - Quality control.<br/>Customer satisfaction.
<br/><br/><label>LC Class. No.: </label>HF5415.5  / Ser.