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viri in literatura
Ford, R. C., in S. A. Bach. 1997. »Measuring Service Quality: Tools for Gaining Com-
petative Edge.« Florida International University Hospitality Review 15 (1): 83–95.
Garvin, D. A. 1988. Managing Quality, the Strategic and Competative Edge. New York:
The Free Press.
Getty, J. M., in K. N. Thompson. 1994. »The Relationship between Quality, Satisfac-
tion and Recommending Behavior in Lodging Decisions.« Journal of Hospitality
and Leisure Marketing 2 (3): 3–22.
Grönroos, C. 1984. »A Service Quality Model and Its Implications.« European Jour-
nal of Marketing 18 (4): 36–44.
Grönroos, C. 1990. Service Management and Marketing: Managing the Moments of
Truth in Service Competition. Lexington: Free press/Lexington Books.
Grönroos, C. 2010. Service Management And Marketing. 3rd ed. West Sussex: John
Wiley & Sons.
Gummesson, E. 1998. »Productivity, Quality and Relationship Marketing in Service
Operations.« International Journal of Contemporary Hospitality Management 10
(1): 4–15.
Gummesson, E. 1999. Total Relationship Marketing. Oxford: Butterworth-Heine-
mann.
Gundersen, M. G., M. Heide in U. H. Olsson. 1996. »Hotel Guest Satisfaction among
Business Travellers. What Are the Important Factors?« The Cornell hotel and
Restaurant Quaterly 37 (2): 72–81.
Harrington, D., in T. Lenehan. 1998. Managing Quality in Tourism. Dublin: Oak Tree
Press.
Hudson, S., in L. Hudson. 2013. Guest Service for Hospitality and Tourism. Oxford: Go-
odfellow Publishers Ltd.
Johnson, C., B. Surlemont, P. Nicod in F. Revaz. 2005. »Behind the Stars: A Concise
Typology of Michelin Restaurants in Europe.« Cornell Hospitality Quarterly 46
(2): 170–87.
Johnston, R. 1995. »The Determinants of Service Quality: Satisfiers and Dissatisfiers.«
International Journal of Service Industry Journal 6 (5): 53–71.
Juran, J. M., ur. 1988 .Quality Control Handbook. New York: McGraw Hill.
Kandampully, J. 2007. Service Management: The New paradigm in Hospitality. Upper
Saddle River: Pearson Prentice Hall.
Kandampully, J., in D. Solnet. 2015. Service Management Princeples. 2nd ed. Dubuque:
Kendall Hunt Publishing Company.
Kandampully, J., C. Mok in B. Sparks, ur. 2001. Service Quality Management in Hospi-
tality, Tourism and Leisure. Binghamton: The Haworth Press.
Knutson, B. J. 2001. »Service Quality Monitoring and Feedback Systems.« V Service
quality management in Hospitality, Tourism and Leisure, ur. J. Kandampully, C.
Mok in B. Sparks, 143–58. Binghamton: The Haworth Press.
Knutson, B., P. Stevens in M. Patton. 1991. »LODGSERV: A Service Quality Index for
the Lodging Industry.« Hospitality Research Journal 14 (7): 277–84.
Konečnik, M. 2007. Trženje v turizmu. Koper: Društvo za akademske in aplikativne
raziskave.
111
Ford, R. C., in S. A. Bach. 1997. »Measuring Service Quality: Tools for Gaining Com-
petative Edge.« Florida International University Hospitality Review 15 (1): 83–95.
Garvin, D. A. 1988. Managing Quality, the Strategic and Competative Edge. New York:
The Free Press.
Getty, J. M., in K. N. Thompson. 1994. »The Relationship between Quality, Satisfac-
tion and Recommending Behavior in Lodging Decisions.« Journal of Hospitality
and Leisure Marketing 2 (3): 3–22.
Grönroos, C. 1984. »A Service Quality Model and Its Implications.« European Jour-
nal of Marketing 18 (4): 36–44.
Grönroos, C. 1990. Service Management and Marketing: Managing the Moments of
Truth in Service Competition. Lexington: Free press/Lexington Books.
Grönroos, C. 2010. Service Management And Marketing. 3rd ed. West Sussex: John
Wiley & Sons.
Gummesson, E. 1998. »Productivity, Quality and Relationship Marketing in Service
Operations.« International Journal of Contemporary Hospitality Management 10
(1): 4–15.
Gummesson, E. 1999. Total Relationship Marketing. Oxford: Butterworth-Heine-
mann.
Gundersen, M. G., M. Heide in U. H. Olsson. 1996. »Hotel Guest Satisfaction among
Business Travellers. What Are the Important Factors?« The Cornell hotel and
Restaurant Quaterly 37 (2): 72–81.
Harrington, D., in T. Lenehan. 1998. Managing Quality in Tourism. Dublin: Oak Tree
Press.
Hudson, S., in L. Hudson. 2013. Guest Service for Hospitality and Tourism. Oxford: Go-
odfellow Publishers Ltd.
Johnson, C., B. Surlemont, P. Nicod in F. Revaz. 2005. »Behind the Stars: A Concise
Typology of Michelin Restaurants in Europe.« Cornell Hospitality Quarterly 46
(2): 170–87.
Johnston, R. 1995. »The Determinants of Service Quality: Satisfiers and Dissatisfiers.«
International Journal of Service Industry Journal 6 (5): 53–71.
Juran, J. M., ur. 1988 .Quality Control Handbook. New York: McGraw Hill.
Kandampully, J. 2007. Service Management: The New paradigm in Hospitality. Upper
Saddle River: Pearson Prentice Hall.
Kandampully, J., in D. Solnet. 2015. Service Management Princeples. 2nd ed. Dubuque:
Kendall Hunt Publishing Company.
Kandampully, J., C. Mok in B. Sparks, ur. 2001. Service Quality Management in Hospi-
tality, Tourism and Leisure. Binghamton: The Haworth Press.
Knutson, B. J. 2001. »Service Quality Monitoring and Feedback Systems.« V Service
quality management in Hospitality, Tourism and Leisure, ur. J. Kandampully, C.
Mok in B. Sparks, 143–58. Binghamton: The Haworth Press.
Knutson, B., P. Stevens in M. Patton. 1991. »LODGSERV: A Service Quality Index for
the Lodging Industry.« Hospitality Research Journal 14 (7): 277–84.
Konečnik, M. 2007. Trženje v turizmu. Koper: Društvo za akademske in aplikativne
raziskave.
111
