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Delivering quality service : balancing customer perceptions and expectations /

Zeithaml, Valarie A,

Delivering quality service : balancing customer perceptions and expectations / Valerie A. Zeithaml, A. Parasuraman [and] Leonard L. Berry. - xii, 226 páginas

ISBN: 1439167281 9781439167281

Subjects--Topical Terms:
Industrias de servicios--Control de calidad.

Dewey Class. No.: 658.812 / Z48d 1990

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