APA (7th ed.) Citation

Zeithaml Valarie A., Parasuraman A, & Berry Leonard L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.

Chicago Style (17th ed.) Citation

Zeithaml Valarie A., Parasuraman A, and Berry Leonard L. Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, 1990.

MLA (8th ed.) Citation

Zeithaml Valarie A., et al. Delivering Quality Service: Balancing Customer Perceptions and Expectations. Free Press, 1990.