ZEITHAML, Valarie A. <br/><br/>
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 
<br/><br/> A2.3.1 
<br/><br/>Bibliografía: p. 207-218 
<br/><br/><label>ISBN: </label>0-02-935701-2 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Control de calidade<br/>Empresa de servicios<br/>Servicio ó cliente