TY  - BOOK
AU  - Oliver,Richard L.
AU  - Oliver,Richard L.
AU  - Rust,Roland T.
AU  - Rust,Roland T.
TI  - Service quality: new directions in theory and practice 
SN  - 9781452229102 (ebook)
PY  - 1994///
CY  - Thousand Oaks, Calif., London
PB  - SAGE
KW  - Consumer satisfaction
KW  - Customer services
KW  - Quality control
N1  - Includes bibliographical references and index
UR  - http://knowledge.sagepub.com/view/service-quality/SAGE.xml
ER  -