00698pamaa2200217 4500 0000048007 20100923090000.0 100923 eng 0965711439 (pbk.) HF5415.5 ZEI 2004 Zeithaml Service quality Valarie A. Zeithaml, A. Parasuraman. Cambridge, Mass.: Marketing Science Institute, 2004. xvii, 86 p.: ill.; 23 cm. Relevant knowledge series Includes bibliographical references Customer services -- Quality control Customer services -- Evaluation Parasuraman, A. www.msi.org