Biblioteca da Escola Galega de Administración Pública catalog

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ZEITHAML, Valarie A.

Delivering quality service : balancing customer perceptions and expectations Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry - New York The Free Press ; London : Collier Macmillan cop. 1990 - 226 p. 25 cm

A2.3.1

Bibliografía: p. 207-218

ISBN: 0-02-935701-2

Subjects--Topical Terms:
Control de calidade
Empresa de servicios
Servicio ó cliente

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