Service quality  new directions in theory and practice /  [electronic resource] : 
editors, Roland T. Rust, Richard L. Oliver. 
 - Thousand Oaks, Calif. ;  London :  SAGE,  c1994. 
 - 1 online resource (ix, 289 p.) :  ill. 
<br/><br/>Includes bibliographical references and index. 
<br/><br/><label>ISBN: </label>9781452229102 (ebook) 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Consumer satisfaction.<br/>Customer services--Quality control.