APA (7th ed.) Citation

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

Chicago Style (17th ed.) Citation

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

MLA (9th ed.) Citation

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