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|a HF5415.5
|b .Z45 1990
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096 |
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|a HF 5415.5 Z48d 1990
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100 |
1 |
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|a Zeithaml, Valarie A.
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245 |
1 |
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|a Delivering quality service :
|b balancing customer perceptions and expectations /
|c Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry.
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260 |
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|a New York :
|b Free Press ;
|a London :
|b Collier Macmillan,
|c c1990.
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300 |
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|a xii, 226 p. :
|b ill. ;
|c 25 cm.
|
504 |
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|a Includes bibliographical references (p. 207-218).
|
650 |
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|a Customer services.
|
650 |
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|a Service industries
|x Quality control
|x Mathematical models.
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700 |
1 |
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|a Parasuraman, A.
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700 |
1 |
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|a Berry, Leonard L.,
|d 1942-
|