Delivering quality service : balancing customer perceptions and expectations

Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry
Bok · Engelsk · 1990

Utgitt	New York : Free Press , c1990
Omfang	XII, 226 s. : ill.
Emner	Customer service Service industries - Quality control Mathematical models Kundeservice
ISBN	0029357012