Delivering quality service : balancing customer perceptions and expectations

By: Berry, Leonard LContributor(s): Parasuraman, A | Zeithaml, Valarie AMaterial type: TextTextLanguage: English Publisher: New York : The Free Press, 1990Description: xii, 226 p : tablesISBN: 0029357012Subject(s): Service industries -- Quality control -- Mathematical models | Customer services | A-Busi AdDDC classification: 658.812
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Includes bibliographical references and index

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