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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.