Cita APA (7th ed.)

Zeithaml, V. A. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.

Cita Chicago (17th ed.)

Zeithaml, Valarie A. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 1990.

Cita MLA (9th ed.)

Zeithaml, Valarie A. Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, 1990.