Zeithaml, Valarie A.; Parasuraman, A. ; Berry, Leonard L. <br/><br/>
Delivering quality service : balancing customer perceptions and expectations 

 - New York  Free Press  1990 
<br/><br/><label>ISBN: </label>0029357012 
<br/><br/><label>Dewey Class. No.: </label>658.8342 ZEI-D