Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A., The Nature and Determinants of Customer Expectations of Service, Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.

Zeithaml

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Zeithaml, Valarie A., Berry, Leonard L. and Parasuraman, A., ‘The Nature and Determinants of Customer Expectations of Service’, Journal of the Academy of Marketing Science, Vol. 21, No. 1, pp. 1-12.

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