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dle/10356/15042
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vice quality improvement strategies of fine-dining restaurants: New
insights from integrating a two-phase decision-making model of
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ty Management, 31(4), 1155–1166.
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Chon, K.-S., in Sparrowe, R. T. (1995). Welcome to hospitality: An intro-
duction. Albany, NY.: Delmar Publishing.
Clark, M. A., in Wood, R. C. (1998). Consumer loyalty in the restaurant
industry – A preliminary exploration of the issues. International Jo-
urnal of Contemporary Hospitality Management, 10(4), 139–144.
Claycomb, C., in Martin, C. L. (2002). Building customer relationships:
An inventory of service providers’ objectives and practices. Journal of
Services Marketing, 16(7), 615–635.
Cousins, J., Foskett, D., in Gillespie, C. (2002). Food and beverage mana-
gement. Harlow, Anglija: Prentice Hall.
Crick, A. P., in Spencer, A. (2011). Hospitality quality: New directions
and new challenges. International Journal of Contemporary Hospita-
lity Management, 23(4), 463–478.
Cronin, J. J., in Taylor, S. A. (1992). Measuring service quality: A reexa-
mination and extension. Journal of Marketing, 56(3), 55–68.
Cronin, J. J., in Taylor, S. A. (1994). SERVPERF versus SERVQUAL:
Reconciling performance-based and perceptions-minus-expectations
measurement of service quality. Journal of Marketing, 58(1), 125–131.
Crosby, P. B. (1980). Quality is free. New York, NY: McGraw-Hill Book
Company.
Cvikl, H. (2002). Importance of intangible elements for customer percepti-
on of hotel service quality. V V. Stipetic (ur.), Hotel & tourism 2002: Hu-
man capital, culture and quality in tourism and hospitality industry, 16th
Biennial International Congress, 23. –26. October 2002, Opatija (str.
581–587). Rijeka, Hrvaška: University of Rijeka, Faculty of tourism and
hospitality management.
Cerović, Z. (2003). Hotelski menadžment. Opatija, Hrvaška: Fakultet za
turistički i hotelski menadžment.
Chan, R. H. B., Soh, K. K. J., in Tang, T. X. F. (2009). An application
of DINESERV at restaurants in Changi Airport Terminal 3. Final
Year Project (FYP). Pridobljeno s http://repository.ntu.edu.sg/han-
dle/10356/15042
Cheng, C. C., Chen, C.T., Hsu, F.S., in Hu, H.Y. (2012). Enhancing ser-
vice quality improvement strategies of fine-dining restaurants: New
insights from integrating a two-phase decision-making model of
IPGA and DEMATEL analysis. International Journal of Hospitali-
ty Management, 31(4), 1155–1166.
Chon, K(3.r-dS.e,dinitMiona)i.eCr, Tlif.tAon. (P20a1rk0,).NWYe:lDcomelme taorh/CosEpiNtaGlitAy:GAEnLineatrrondinugct.i- 199
on
Chon, K.-S., in Sparrowe, R. T. (1995). Welcome to hospitality: An intro-
duction. Albany, NY.: Delmar Publishing.
Clark, M. A., in Wood, R. C. (1998). Consumer loyalty in the restaurant
industry – A preliminary exploration of the issues. International Jo-
urnal of Contemporary Hospitality Management, 10(4), 139–144.
Claycomb, C., in Martin, C. L. (2002). Building customer relationships:
An inventory of service providers’ objectives and practices. Journal of
Services Marketing, 16(7), 615–635.
Cousins, J., Foskett, D., in Gillespie, C. (2002). Food and beverage mana-
gement. Harlow, Anglija: Prentice Hall.
Crick, A. P., in Spencer, A. (2011). Hospitality quality: New directions
and new challenges. International Journal of Contemporary Hospita-
lity Management, 23(4), 463–478.
Cronin, J. J., in Taylor, S. A. (1992). Measuring service quality: A reexa-
mination and extension. Journal of Marketing, 56(3), 55–68.
Cronin, J. J., in Taylor, S. A. (1994). SERVPERF versus SERVQUAL:
Reconciling performance-based and perceptions-minus-expectations
measurement of service quality. Journal of Marketing, 58(1), 125–131.
Crosby, P. B. (1980). Quality is free. New York, NY: McGraw-Hill Book
Company.
Cvikl, H. (2002). Importance of intangible elements for customer percepti-
on of hotel service quality. V V. Stipetic (ur.), Hotel & tourism 2002: Hu-
man capital, culture and quality in tourism and hospitality industry, 16th
Biennial International Congress, 23. –26. October 2002, Opatija (str.
581–587). Rijeka, Hrvaška: University of Rijeka, Faculty of tourism and
hospitality management.
