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Zeithaml, Valarie A.,

Delivering quality service : Balancing customer perceptions and expectations / Valarie a. zeithaml, a. parasuraman, Leonard l. berry - 226 páginas

ISBN: 0029357012

Subjects--Topical Terms:
Servicios al cliente
Industrias de servicios--Control de calidad--Modelos matematicos

LC Class. No.: HF5415.5 / Z45