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Delivering quality service: Balancing customer perceptions and expectations

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CONTRIBUTORS:
  Author Zeithaml, Valarie A.
  Author Parasuraman, A.
  Author Berry, Leonard L. (b. 1942, d. ----)
PUBLISHER:
  Free Press  (New York and London)
SERIES TITLE:
 
YEAR: 1990
PUB TYPE: Book (ISBN 0029357012 )
VOLUME/EDITION:
PAGES (INTRO/BODY): xii,  226 p.
SUBJECT(S): Customer services; Service industries; Quality control; Mathematical models
DISCIPLINE: No discipline assigned
LC NUMBER: HF5415.5 .Z45 1990
HTTP:
LANGUAGE: English
PUB ID: 102-787-496 (Last edited on 2002/02/27 18:18:12 US/Mountain)
SPONSOR(S):
 
 CITATIONS: (Display Abstract)
   
[ 0 | 70 ] Greenwell, C.T.; Fink, J.S.; Pastore, D.L.. (2002) Assessing the Influence of the Physical Sports Facility on Customer Satisfaction within the Context of the Service Experience
     (Journal Article in Sport Management Review SMR )
[ 1 | 33 ] Kristine De Martelaer, ; Jo Van Hoecke, ; Paul De Knop, ; Lies Van Heddegem, ; Marc Theeboom, . (2002) Marketing in Organised Sport: Participation, Expectations and Experiences of Children
     (Journal Article in European Sport Management Quarterly )
[ 2 | 61 ] Chelladurai, Packianathan; Chang, Kyungro. (2000) Targets and standards of quality in sport services
     (Journal Article in Sport Management Review SMR )
[ 0 | 100 ] Chelladurai, P.; Riemer, H. A.. (1997) A classification of facets of athlete satisfaction
     (Journal Article in Journal of Sport Management [JSM] )
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