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	1.	Delivering Quality Service : Balancing Customer Perceptions and Expectations / Valarie A. Zeithaml, A. Parasuraman, Leonard L. Berry. by Zeithaml, Valarie A [author] Parasuraman, A Berry, Leonard L, 1942- Material type: Text; Format: print ; Literary form: Not fiction Publication details: New York : London : Free Press ; Collier Macmillan, c1990 Online access: Contributor biographical information Publisher description Table of contents only Sample text Availability: Items available for loan: Main Library - Kungu (1)Call number: 658.812 ZEI. Place hold Add to cart (remove)
	2.	Firing On All Cylinders : Tried and Tested Techniques to Improve the Performance of Your Organisation. / Jim Clemmer with Barry Sheehy and Achieve Associates. by Clemmer, Jim, 1956- [author] Sheehy, Barry Material type: Text; Format: print ; Literary form: Not fiction Publication details: London : Judy Piatkus (Publishers) Ltd. c1991 Availability: Items available for loan: Main Library - Kungu (1)Call number: 658 CLE. Place hold Add to cart (remove)

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