Lua APA (7ú heag.)

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

Lua i Stíl Chicago (17ú heag.)

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

Lua MLA (9ú heag.)

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

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