Posted by John Murray on September 09, 2002 at 02:38:48:
In Reply to: Servqual posted by Teresa Sousa on June 13, 2002 at 07:25:40:
Delivering Quality Service by Zeithaml, Parasuraman and Berry
ISBN 0-02-935701-2
Page 180
$25 from
http://www.amazon.com/exec/obidos/tg/detail/-/0029357012/qid=1031564267/sr=1-1/ref=sr_1_1/002-9993622-4991208?v=glance&s=books