TY  - BOOK
AU  - Rust,Roland T.
AU  - Oliver,Richard L.
TI  - Service quality: new directions in theory and practice
SN  - 0803949197
U1  - 658.812 
PY  - 1994///
CY  - London
PB  - SAGE
KW  - Customer services
KW  - Quality control
KW  - Consumer satisfaction
N1  - Includes bibliographical references and index
ER  -