Service quality :  new directions in theory and practice / 
editors; Roland T. Rust, Richard L. Oliver 
 - Thousand Oaks :  Sage Publications,  1994 
 - 289 p. :  ill. ;  23 cm. 
<br/><br/><label>ISBN: </label>0803949197 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services--Quality control<br/>Consumer satisfaction