Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1991). The nature and determinants of customer expectations of service. Marketing Science Institute.
Chicago Style (17th ed.) CitationZeithaml, Valarie A., Leonard L. Berry, and A. Parasuraman. The Nature and Determinants of Customer Expectations of Service. Cambridge, Massachusetts: Marketing Science Institute, 1991.
MLA (9th ed.) CitationZeithaml, Valarie A., et al. The Nature and Determinants of Customer Expectations of Service. Marketing Science Institute, 1991.
Warning: These citations may not always be 100% accurate.
