Zeithaml, Valarie A, <br/><br/>
Delivering quality service :  balancing customer perceptions and expectations / 
Valerie A. Zeithaml, A. Parasuraman [and] Leonard L. Berry. 
 - xii, 226 páginas 
<br/><br/><label>ISBN: </label>1439167281 9781439167281 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Industrias de servicios--Control de calidad.
<br/><br/><label>Dewey Class. No.: </label>658.812  / Z48d 1990