TY  - BOOK
AU  - ZEITHAML, Valarie A
AU  - PARASURAMAN, A
TI  - Delivering quality service: Balancing customer perceptions and expectations
SN  - 0029357012
U1  - 658.812 
PY  - 1990///
CY  - NEW YORK
PB  - FREE PRESS
KW  - CONSUMER SATISFACTION
KW  - MARKETING - CONSUMER SATISFACTION
ER  -