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Oxford, Anglija: Elsevier Butterworth-Heinemann.
Brady, M. K., in Cronin, J. J. (2001). Customer orientation effects on
customer service perceptions and outcome behaviors. Journal of Ser-
vice Research, 3(3), 241–251.
Brezovec, A., Nemec Rudež, H. (2009). Marketing v turizmu: izhodišča
za ustvarjalno razmišljanje in upravljanje. Portorož, Slovenija: Fakul-
teta za turistične študije – Turistica.
levels of customer expertise and switching costs. Journal of the Aca-
demy of Marketing Science, 33(2), 169–183.
Bhattachnaya, A., in Friedman, H. H. (2001). Using »smart« pricing
to increase profits and maximize customer satisfaction – tags: PRI-
CING CUSTOMER satisfaction. Pridobljeno s http://connection.
ebscohost.com/c/articles/5482557/using-smart-pricing-increase-pro-
fits-maximize-customer-satisfaction
Bitner, M. J. (1992). Servicescapes: The impact of physical surroundin-
gs on customers and employees. Journal of Marketing, 56(2), 57–71.
Blažević, I. (1987). Povijest turizma Istre i Kvarnera. Opatija, Hrvaška:
Otokar Kersavani.
Bobâlcă, C., Gătej(Bradu), C., in Ciobanu, O. (2012). Developing a sca-
le to measure customer loyalty. Procedia Economics and Finance, 3,
623–628.
Bollen, K. A. (1989). Structural equations with latent variables (1st editi-
on.). New York, NY: Wiley – Interscience.
Bollettino ufficiale della FVG. Somministrazione di alimenti e bevande.
(2014). Fonti normative – Lista documenti. Pridobljeno s http://lex-
view-int.regione.fvg.it/FontiNormative/ Lista.aspx?ANN=2005in-
TIP=1infx=1
Bougoure, U.-S., in Neu, M.-K. (2010). Service quality in the malaysian
fast food industry: An examination using DINESERV. Services Mar-
keting Quarterly, 31(2), 194–212.
Boulding, W., Kalra, A., Staelin, R., in Zeithaml, V. A. (1993). A dynamic
process model of service quality: From expectations to behavioral in-
tentions. Journal of Marketing Research, 30(1), 7–27.
Bouncken, R. B. (2002). Knowledge management for quality improve-
ments in hotels. Journal of Quality Assurance in Hospitality in Touri-
sm, 3(3–4), 25–59.
Bowie, D., in Buttle, F. (2004). Hospitality marketing: An introduction.
Oxford, Anglija: Elsevier Butterworth-Heinemann.
Brady, M. K., in Cronin, J. J. (2001). Customer orientation effects on
customer service perceptions and outcome behaviors. Journal of Ser-
vice Research, 3(3), 241–251.
Brezovec, A., Nemec Rudež, H. (2009). Marketing v turizmu: izhodišča
za ustvarjalno razmišljanje in upravljanje. Portorož, Slovenija: Fakul-
teta za turistične študije – Turistica.
