APPA Library

"[Book Review] Delivering Quality Service: Balancing Customer Perceptions and Expectations"
Author: Schneller, Paul
Published In: Facilities Manager
Date: Summer 1991

The Bookshelf column. Book review of Delivering Quality Service: Balancing Customer Perceptions and Expectations by Valerie A. Zeithaml, Al Parasuraman, and Leonard L. Berry. New York: The Free Press, 1990. 226 pages, hardcover, $24.95.

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