UNDERSTANDING CUSTOMER EXPECTATIONS OF SERVICE

authors

• Berry, Leonard

published proceedings

• SLOAN MANAGEMENT REVIEW

author list (cited authors)

• PARASURAMAN, A., BERRY, L. L., & ZEITHAML, V. A.

complete list of authors

• PARASURAMAN, A||BERRY, LL||ZEITHAML, VA

publication date

• January 1991

published in

• MIT Sloan Management Review: MIT's journal of management research and ideas  Journal

start page

• 39

end page

• 48

volume

• 32

issue

• 3