TY  - BOOK
AU  - Berry,Leonard L.
AU  - Parasuraman,A.
TI  - Marketing services: competing through qualilty 
AV  - HF5415.5 .B48 1991
U1  - 658.8 
PY  - 1991///
CY  - New York
PB  - The Free Press
KW  - Customer service
KW  - Service industries
KW  - Marketing
ER  -