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  1. 1
    Total quality service : how organizations use it to create a competitive advantage Stanley A. Brown.
    by BROWN
    Published Canada: Prentice Hall, 1992.
    Subjects: “…Service industries-Quality control…”
  2. 2
    SERVICE quality : multidisciplinary and multinational perspectives edited by Stephen W.Brown,Evert Gummesson,Bo Edvardsson,Bengtove Gustarsson..
    Published New York: Lexington Books, 1991.
    Subjects: “…Service industries-quality control…”
  3. 3
    Delivering quality service : balancing customer perceptions and expectations Valarie A. Zeithaml, A Parasuraman, Leonard L. Berry.
    by ZEITHAML
    Published New York: The Free Press, 1990.
    Subjects: “…Service industries -- Quality control -- Mathematical models…”