ZEITHAML VALARIE A. (1990). DELIVERING QUALITY SERVICE: BALANCING CUSTOMER PERCEPTIONS AND EXPECTIONS. FREE PRESS.
芝加哥风格引文ZEITHAML VALARIE A. DELIVERING QUALITY SERVICE: BALANCING CUSTOMER PERCEPTIONS AND EXPECTIONS. NEW YORK: FREE PRESS, 1990.
MLA引文ZEITHAML VALARIE A. DELIVERING QUALITY SERVICE: BALANCING CUSTOMER PERCEPTIONS AND EXPECTIONS. FREE PRESS, 1990.
警告：这些引文格式不一定是100％准确.