TY  - BOOK
AU  - Zeithaml, Valarie A.
TI  - Delivering quality service: balancing customer perceptions and expectations
SN  - 0029357012
U1  - 658.812 
PY  - 1990///
CY  - New York
PB  - Free Press
KW  - Mathematical models
KW  - Quality control
KW  - Service industries 
KW  - Customer services
N2  - "Excellence in customer service is the hallmark of success in service industries and among manufacturers of products that require reliable service. But what exactly is excellent service? It is the ability to deliver what you promise, say the authors, but first you must determine what you can promise. Building on seven years of research on service quality, they construct a model that, by balancing a customer's."
ER  -