TY  - BOOK
AU  - Zeithaml,Valarie A
AU  - Berry,Leonard L.
AU  - Parasuraman,A.
TI  - Delivering quality service: balancing customer perceptions and expectations 
SN  - 1439167281
U1  - 658.812 
PY  - 1990///
CY  - New York, NY.
PB  - Free Press
KW  - Industrias de servicios
KW  - Control de calidad
ER  -