TY  - BOOK
AU  - Zeithaml, Valarie A.
AU  - Parasuraman, A, Bwerry, Leonard L.
TI  - Delivering Quality Services : Balancing Cunstomer Perceptions and Expectations 
SN  - 0029357012
PY  - 1990///
CY  - London 
PB  - The Free Press 
KW  - Customer Service, Services Indrustries
N1  - includes Bibliographical References
ER  -