Zeithaml, V. A., Parasuraman, A., Berry, L. L., & Rastalsky, H. J. (1992). Qualitätsservice: Was Ihre Kunden erwarten-was Sie leisten müssen (1. Aufl.). Campus.
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Citação norma Chicago
Zeithaml, Valarie A., A. Parasuraman, Leonard L. Berry, and Hartmut J.H Rastalsky. Qualitätsservice: Was Ihre Kunden Erwarten-was Sie Leisten Müssen. 1. Aufl. Frankfurt am Main: Campus, 1992.
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Citação norma MLA
Zeithaml, Valarie A., et al. Qualitätsservice: Was Ihre Kunden Erwarten-was Sie Leisten Müssen. 1. Aufl. Campus, 1992.
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Nota: a formatação da citação pode não corresponder 100% ao definido pela respectiva norma.