Page 196 - Kukanja, Marko. 2017. Management kakovosti v prehrambnem gostinstvu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov. Koper: Založba Univerze na Primorskem
P. 196
Management kakovosti v prehrambnem gostinstvu
Al-Tit, A. A. (2015). The effect of service and food quality on customer sa-
tisfaction and hence customer retention. Asian Social Science, 11(23),
129–139.
Andaleeb, S. S., in Conway, C. (2006). Customer satisfaction in the re-
staurant industry: An examination of the transaction-specific model.
Journal of Services Marketing, 20(1), 3–11.
Ariffin, A. A. M., in Maghzi, A. (2012). A preliminary study on custo-
mer expectations of hotel hospitality: Influences of personal and ho-
tel factors. International Journal of Hospitality Management, 31(1),
191–198.
Atilgan, E., Akinci, S., in Aksoy, S. (2003). Mapping service quality in the
tourism industry. Managing Service Quality, 13(5), 412–422.
196 Avelini Holjevac, I. (1998). Kontroling: upravljanje poslovnim rezultatom.
Opatija, Hrvaška: Hotelijerski fakultet.
Ayeh, J. K., in Chen, R. X. (2013). 'How’s the Service?' A Study of Servi-
ce Quality Perceptions across Sectors and Source Markets. Internati-
onal Journal of Tourism Research, 15(3), 241–260.
Baek, S.-H., Ham, S., inYang, I.-S. (2006). A cross-cultural comparison
of fast food restaurant selection criteria between Korean and Filipino
college students. International Journal of Hospitality Management,
25(4), 683–698.
Barber, N., in Scarcelli, J. M. (2009). Clean restrooms: How important
are they to restaurant consumers? Journal of Foodservice, 20(6), 309–
320.
Barber, N., in Scarcelli, J. M. (2010). Enhancing the assessment of tangi-
ble service quality through the creation of a cleanliness measurement
scale. Managing Service Quality, 20(1), 70–88.
Barber, N., Goodman, R. J., in Goh, B. K. (2011). Restaurant consumers
repeat patronage: A service quality concern. International Journal of
Hospitality Management, 30(2), 329–336.
Barrows, C. W., in Bosselman, R. H. (1999). Hospitality management
education. New York, NY: Haworth Press.
Barrows, C. W., in Powers, T. (2003). Introduction to Management in the
Hospitality Industry. New York, NY: John Wiley & Sons Inc.
Bateson, J. E. G. (1995). Managing services marketing: Text and readings.
Fort Worth, TX: Dryden Press.
Bell, S. J., Auh, S., in Smalley, K. (2005). Customer relationship dyna-
mics: Service quality and customer loyalty in the context of varying
Al-Tit, A. A. (2015). The effect of service and food quality on customer sa-
tisfaction and hence customer retention. Asian Social Science, 11(23),
129–139.
Andaleeb, S. S., in Conway, C. (2006). Customer satisfaction in the re-
staurant industry: An examination of the transaction-specific model.
Journal of Services Marketing, 20(1), 3–11.
Ariffin, A. A. M., in Maghzi, A. (2012). A preliminary study on custo-
mer expectations of hotel hospitality: Influences of personal and ho-
tel factors. International Journal of Hospitality Management, 31(1),
191–198.
Atilgan, E., Akinci, S., in Aksoy, S. (2003). Mapping service quality in the
tourism industry. Managing Service Quality, 13(5), 412–422.
196 Avelini Holjevac, I. (1998). Kontroling: upravljanje poslovnim rezultatom.
Opatija, Hrvaška: Hotelijerski fakultet.
Ayeh, J. K., in Chen, R. X. (2013). 'How’s the Service?' A Study of Servi-
ce Quality Perceptions across Sectors and Source Markets. Internati-
onal Journal of Tourism Research, 15(3), 241–260.
Baek, S.-H., Ham, S., inYang, I.-S. (2006). A cross-cultural comparison
of fast food restaurant selection criteria between Korean and Filipino
college students. International Journal of Hospitality Management,
25(4), 683–698.
Barber, N., in Scarcelli, J. M. (2009). Clean restrooms: How important
are they to restaurant consumers? Journal of Foodservice, 20(6), 309–
320.
Barber, N., in Scarcelli, J. M. (2010). Enhancing the assessment of tangi-
ble service quality through the creation of a cleanliness measurement
scale. Managing Service Quality, 20(1), 70–88.
Barber, N., Goodman, R. J., in Goh, B. K. (2011). Restaurant consumers
repeat patronage: A service quality concern. International Journal of
Hospitality Management, 30(2), 329–336.
Barrows, C. W., in Bosselman, R. H. (1999). Hospitality management
education. New York, NY: Haworth Press.
Barrows, C. W., in Powers, T. (2003). Introduction to Management in the
Hospitality Industry. New York, NY: John Wiley & Sons Inc.
Bateson, J. E. G. (1995). Managing services marketing: Text and readings.
Fort Worth, TX: Dryden Press.
Bell, S. J., Auh, S., in Smalley, K. (2005). Customer relationship dyna-
mics: Service quality and customer loyalty in the context of varying
