Gaya APA

Berry, V, A, Z, A, P, L, L. (1990). Delivering Quality Service : Balancing Customer Perceptions And Spectations (1). New York: Free Press.

Gaya MLA

Berry, Valerie, A., Zaithaml., A., Parasuraman., Leonard, L.. "Delivering Quality Service : Balancing Customer Perceptions And Spectations". 1 New York: Free Press, 1990. Text.