|
|
|
|
| LEADER |
00740pamja2200205 4500 |
| 001 |
0000001872_0001 |
| 005 |
20040106090000.0 |
| 020 |
|
|
|a 0029357012
|
| 082 |
0 |
0 |
|a 658.562
|
| 090 |
0 |
0 |
|a HF5415.5
|b .Z45 1990
|
| 100 |
1 |
|
|a Zeithaml, Valarie A.
|
| 245 |
0 |
0 |
|a Delivering quality service :
|b balancing customer perceptions and expectations
|c Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.
|
| 260 |
|
|
|a New York:
|b Free Press,
|c 1990.
|
| 300 |
|
|
|a xii, 226 p.:
|b ill.;
|c 24 cm.
|
| 504 |
|
|
|a Includes bibliographical references (p. 207-218) and index
|
| 650 |
0 |
0 |
|a Customer services
|
| 650 |
0 |
0 |
|a Service industries
|x Quality control
|x Mathematical models
|
| 700 |
1 |
|
|a Parasuraman, A.
|
| 700 |
1 |
|
|a Berry, Leonard L.
|
| 999 |
|
|
|a 0000001510
|
