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Zeithaml, A, Pasuraman, A., Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press Division of Macmillan, Inc.\001
Customer Retention
Zeithaml, A, Pasuraman, A., Berry, L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: The Free Press Division of Macmillan, Inc.\001
Consumer Psychology and Marketing Performance
Maser, E. (2003) "Delivering Health Care to the Homeless." Inner City Health Project. Retrieved Oct 20, 2003 from: http://www.med.uottawa.ca/homeless/main_e.html
Social Work
Zeithaml, Valarie A., A. Parasuraman, and Leonard L. Berry. Delivering Quality Service: Balancing Customer Perceptions and Expectations. New York: Free Press, 1990.
Library Services Performance
Shi, L. & Singh, D. (2004). HIV/AIDS. Delivering health care in America: A systems approach, 3^rd Edition, (pp. 459 - 472). Sudbury, MA: Jones and Bartlett Publishers.
AIDS and the Health Care Delivery System
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