00776pamaa2200205 4500 0000047718 20100818090000.0 100818 eng 9781439167281 (pbk.) HF5415.5 ZEI 1990 Zeithaml Delivering quality service : balancing customer perceptions and expectations Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. New York : Free Press ; London: Collier Macmillan, 1990. xii, 226 p.: ill.; 25 cm. Includes bibliographical references (p. 207-218) Service industries -- Quality control -- Mathematical models Customer services Parasuraman, A. Berry, Leonard L.