TY  - BOOK
AU  - Zeithaml, Valarie A
AU  - Parasuraman, A
AU  - Berry, Leonard L
TI  - Delivering Quality Service: Balancing Customer Perceptions
SN  - 9781439167281
U1  - 658.812 
PY  - 1990///
CY  - NEw York
PB  - The Free Press
ER  -