Delivering Quality Service Balancing Customer Perceptions and Expectations

Valarie A. Zeithaml is associate professor at the Fuqua School of Business at Duke University. The recipient of three distinguished teaching awards, Dr. Zeithaml has written articles for the Journal of Consumer Research, Journal of Marketing, and the Journal of Retailing. A. Parasuraman is Foley's/Federal Professor of Retailing and Marketing Studies at Texas AandM University. The author of Marketing Research, a leading college textbook, Dr. Parasuraman is the recipient of several distinguished teaching and research awards. Leonard L. Berry is Foley's/Federated Professor of Retailing and Marketing Studies and Director of the Center for Retailing Studies at Texas AandM University. A past president of the American Marketing Association, Dr. Berry is the author of eleven books on services marketing, financial services marketing, and service quality. All three authors actively consult for major corporations.Zeithaml, Valarie A. is the author of 'Delivering Quality Service Balancing Customer Perceptions and Expectations', published 1990 under ISBN 9780029357019 and ISBN 0029357012.