APA-Zitierstil (7. Ausg.)

Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1991). The nature and determinants of customer expectations of service.

Chicago-Zitierstil (17. Ausg.)

Zeithaml, Valarie A., Leonard L. Berry, und A. Parasuraman. The Nature and Determinants of Customer Expectations of Service. Cambridge, Mass, 1991.

MLA-Zitierstil (9. Ausg.)

Zeithaml, Valarie A., et al. The Nature and Determinants of Customer Expectations of Service. 1991.