Delivering quality service : balancing customer perceptions and expectations

Author(s)

• Zeithaml, Valarie A.
• Parasuraman, A.
• Berry, Leonard L.

Bibliographic Information

Delivering quality service : balancing customer perceptions and expectations

Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry

Free Press, [2010], c1990

• [: pbk]

Note

Includes bibliographical references (p. 207-218) and index

Details

• NCID: BB04463613
• ISBN:
  • 9781439167281
• Country Code: us
• Title Language Code: eng
• Text Language Code: eng
• Place of Publication: New York
• Pages/Volumes: xii, 226 p.
• Size: 23 cm
• Classification:
  • LCC : HF5415.5
  • DC20 : 658.8/12
• Subject Headings:
  • LCSH : Customer service
  • LCSH : Service industries -- Quality control -- Mathematical models