Page 112 - Uran Maravić, Maja. 2017. Ocenjevanje kakovosti v gostinstvu. Koper: Založba Univerze na Primorskem.
P. 112
ocenjeva nje k akovosti v gostinst v u
Kotler, P., J. T. Bowen, J. C. Makens in S. Baloglu. 2017. Marketing for Hospitality and
Tourism. 7th ed. Essex: Pearson.
Kuhelj, B. 2009. Ugotavljanje in zagotavljanje kakovosti. Ljubljana: Zavod IRC.
Langer, M. 1997. Service Quality in Tourism: Measurement Methods and Empirical
Analysis. Frankfurt am Main:Peter Lang.
Lehtinen, U., in J. R. Lehtinen. 1991. »Two Approaches to Service Quality Dimensi-
ons.« The Service Industries Journal 11 (3): 287–303.
Levitt,T. 1972. »Production-Line Approach to Services.« Harvard Business Review, 50
(5): 41–52.
Lomax, W., in D. Stokes. 2002. »Taking Control of Word of Mouth Marketing: The
Case of an Entrepreneurial Hotelier.« Journal of Small Business and Enterprise
Development 9 (4): 349–57.
Malek, N., B. Škafar in A. Vorina. 2009. Ugotavljanje in zagotavljanje kakovosti. Ljubl-
jana: Zavod IRC.
Marković, S., S. Raspor in K. Šegarić. 2010. »Does Restaurant Performance Meet Cus-
tomers´ Expectations? An Assessment of Restaurant Service Quality Using a Mo-
dified DINESERV Approach.« Tourism and Hospitality Management 16 (2): 181–
95.
Mills, E. J., in R. Law. 2004. Handbook of Consumer Behavior, Tourism and the Inter-
net. Binghamton, NY: Haworth Hospitality Press.
Murphy, P., M. P. Pritchard in B. Smith. 2000. »The Destination Product and Its Im-
pact on Traveller Perceptions.« Tourism Management 21 (1): 43–52.
Oakland, J. S. 1995. Total Quality Management. Oxford: Butterworth-Heinemann.
O’Neill, M. 2001. »Measuring Service Quality and Customer Satisfaction.« V Service
Quality Management in Hospitality, Tourism and Leisure, ur. J. Kandampully, C.
Mok in B. Sparks, . Binghamton:The Haworth Press, str. 159–92.
Parasuraman, A., L. L. Berry in V. A. Zeithaml. 1991. »Refinement and Reassessment
of SERVQUAL Scale.« Journal of Retailing 67 (4): 126–46.
Parasuraman, A., L. L. Berry in V. A. Zeithaml. 1993. »More on Improving Service
Quality Measurement.« Journal of Retailing 69 (1): 173–89.
Parasuraman, A., L. L. Berry in V. A. Zeithaml. 1994. »Reassessment of Expectations
as Comparison Standard in Measuring Service Quality.« Journal of Marketing 58
(1): 111–24.
Reeves, C. A., in D. B. Bednar. 1995. »Quality as Symphony.« The Cornell Quaterly 36
(3): 72–9.
Seth, N., S. G. Deshmukh in P. Vrat. 2005. »Service Quality Models: A Review.« In-
ternational Journal of Ouality and Reliability Management 22 (9): 913–49.
Silverman, G. 2001. The Secrets of Word-of-Mouth Marketing: How to Trigger Exponen-
tial Sales through Runaway Word of Mouth. New York: Amacom.
Sirše, J., T. Mihalič in M. Uran. 2006. Program celovitega spodbujanja kakovosti v turiz-
mu. Ljubljana: Mednarodni inštitut za turizem.
Snoj, B. 1998. Management storitev. Koper: Visoka šola za management.
Stevens, B. F. 1992. Price Value Perceptions of Travelers. Journal of Travel Research 31(2):
44–8.
112
Kotler, P., J. T. Bowen, J. C. Makens in S. Baloglu. 2017. Marketing for Hospitality and
Tourism. 7th ed. Essex: Pearson.
Kuhelj, B. 2009. Ugotavljanje in zagotavljanje kakovosti. Ljubljana: Zavod IRC.
Langer, M. 1997. Service Quality in Tourism: Measurement Methods and Empirical
Analysis. Frankfurt am Main:Peter Lang.
Lehtinen, U., in J. R. Lehtinen. 1991. »Two Approaches to Service Quality Dimensi-
ons.« The Service Industries Journal 11 (3): 287–303.
Levitt,T. 1972. »Production-Line Approach to Services.« Harvard Business Review, 50
(5): 41–52.
Lomax, W., in D. Stokes. 2002. »Taking Control of Word of Mouth Marketing: The
Case of an Entrepreneurial Hotelier.« Journal of Small Business and Enterprise
Development 9 (4): 349–57.
Malek, N., B. Škafar in A. Vorina. 2009. Ugotavljanje in zagotavljanje kakovosti. Ljubl-
jana: Zavod IRC.
Marković, S., S. Raspor in K. Šegarić. 2010. »Does Restaurant Performance Meet Cus-
tomers´ Expectations? An Assessment of Restaurant Service Quality Using a Mo-
dified DINESERV Approach.« Tourism and Hospitality Management 16 (2): 181–
95.
Mills, E. J., in R. Law. 2004. Handbook of Consumer Behavior, Tourism and the Inter-
net. Binghamton, NY: Haworth Hospitality Press.
Murphy, P., M. P. Pritchard in B. Smith. 2000. »The Destination Product and Its Im-
pact on Traveller Perceptions.« Tourism Management 21 (1): 43–52.
Oakland, J. S. 1995. Total Quality Management. Oxford: Butterworth-Heinemann.
O’Neill, M. 2001. »Measuring Service Quality and Customer Satisfaction.« V Service
Quality Management in Hospitality, Tourism and Leisure, ur. J. Kandampully, C.
Mok in B. Sparks, . Binghamton:The Haworth Press, str. 159–92.
Parasuraman, A., L. L. Berry in V. A. Zeithaml. 1991. »Refinement and Reassessment
of SERVQUAL Scale.« Journal of Retailing 67 (4): 126–46.
Parasuraman, A., L. L. Berry in V. A. Zeithaml. 1993. »More on Improving Service
Quality Measurement.« Journal of Retailing 69 (1): 173–89.
Parasuraman, A., L. L. Berry in V. A. Zeithaml. 1994. »Reassessment of Expectations
as Comparison Standard in Measuring Service Quality.« Journal of Marketing 58
(1): 111–24.
Reeves, C. A., in D. B. Bednar. 1995. »Quality as Symphony.« The Cornell Quaterly 36
(3): 72–9.
Seth, N., S. G. Deshmukh in P. Vrat. 2005. »Service Quality Models: A Review.« In-
ternational Journal of Ouality and Reliability Management 22 (9): 913–49.
Silverman, G. 2001. The Secrets of Word-of-Mouth Marketing: How to Trigger Exponen-
tial Sales through Runaway Word of Mouth. New York: Amacom.
Sirše, J., T. Mihalič in M. Uran. 2006. Program celovitega spodbujanja kakovosti v turiz-
mu. Ljubljana: Mednarodni inštitut za turizem.
Snoj, B. 1998. Management storitev. Koper: Visoka šola za management.
Stevens, B. F. 1992. Price Value Perceptions of Travelers. Journal of Travel Research 31(2):
44–8.
112
