Zeithaml, V. A., Parasuraman, A., Berry, L. L., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. New York: The Free Press.
Παραπομπή Chicago StyleZeithaml, Valarie A., A. Parasuraman, Leonard L. Berry, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press, 1990.
Παραπομπή MLAZeithaml, Valarie A., A. Parasuraman, Leonard L. Berry, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press, 1990.
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