Cita APA (7a ed.)

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1991). The nature and determinants of customer expectations of service. Marketing Science Institute.

Cita Chicago Style (17a ed.)

Zeithaml, Valarie A., Leonard L. Berry, y A. Parasuraman. The Nature and Determinants of Customer Expectations of Service. Cambridge, Massachusetts: Marketing Science Institute, 1991.

Cita MLA (9a ed.)

Zeithaml, Valarie A., et al. The Nature and Determinants of Customer Expectations of Service. Marketing Science Institute, 1991.