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Services marketing / Valarie A. Zeithaml, Mary Jo Bitner Publication: New York [etc.] : The McGraw-Hill Companies, cop. 1996Description: XX, 700 p. :
il. ;
24 cmAvailability: Items available for loan: Call number: HD9980.ZEI FCT 37110 (2).
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Delivering quality service : balancing customer perceptions and expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry Publication: New York : The Free Press, cop. 1990Description: XII, 226 p. :
il. ;
25 cmAvailability: Items available for loan: Call number: HF5415.5.ZEI FCT 66427 (1).
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Service quality / Valarie A. Zeithaml, A. Parasuraman Publication: Cambridge, US : Marketing Science Institute, cop. 2004Description: XVII, 86 p. :
il. ;
23 cmAvailability: Items available for loan: Call number: HF5415.5.ZEI FCT 72523 (1).
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