Cita APA (7th ed.)

ZEITHAML VALARIE A. (1990). DELIVERING QUALITY SERVICE: BALANCING CUSTOMER PERCEPTIONS AND EXPECTIONS. FREE PRESS.

Cita Chicago (17th ed.)

ZEITHAML VALARIE A. DELIVERING QUALITY SERVICE: BALANCING CUSTOMER PERCEPTIONS AND EXPECTIONS. NEW YORK: FREE PRESS, 1990.

Cita MLA (9th ed.)

ZEITHAML VALARIE A. DELIVERING QUALITY SERVICE: BALANCING CUSTOMER PERCEPTIONS AND EXPECTIONS. FREE PRESS, 1990.