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Frangini, G., in Benedetti, A. M. (2003). Food in beverage manager: per il bi-
ennio post-qualifica degli istituti professionali. Firenze, Italija: Le Monni-
er.
Frelih, J., in Polak, A. (2003). Strežba. Ljubljana, Slovenija: DZS.
Gandomi, A., in Zolfaghari, S. (2013). Profitability of loyalty reward pro-
grams: An analytical investigation. Omega, 41(4), 797–807.
Garvin, D. A. (1988). Managing quality: The strategic and competitive edge.
New York, NY;
London, Anglija: Free Press; Collier Macmillan.
Getty, J. M., in Thompson, K. N. (1995). The relationship between quali-
ty, satisfaction, and recommending behavior in lodging decisions. Jo-
urnal of Hospitality in Leisure Marketing, 2(3), 3–22.
González, M. E. A., Comesaña, L. R., in Brea, J. A. F. (2007). Assessing
tourist behavioral intentions through perceived service quality and
customer satisfaction. Journal of Business Research, 60(2), 153–160.
Gounaris, S. (2005). Measuring service quality in b2b services: An evalu-
ation of the SERVQUAL scale vis-à-vis the INDSERV scale. Journal
of Services Marketing, 19(6), 421–435.
Gracia, E., Bakker, A. B., in Grau, R. M. (2011). Positive emotions the
connection between customer quality evaluations and loyalty. Cor-
nell Hospitality Quarterly, 52(4), 458–465.
Griffin, J., in Lowenstein, M. W. (2001). Customer winback how to recap-
ture lost customers and keep them loyal. San Francisco, CA: Jossey-Ba-
ss.
Grönroos, C. (1984). A service quality model and its marketing implica-
tions. European Journal of Marketing, 18(4), 36–44.
Grönroos, C. (1990). Relationship approach to marketing in service con-
texts: The marketing and organizational behavior interface. Journal
of Business Research, 20(1), 3–11.
Grönroos, C. (2000). Service management and marketing: A customer re-
lationship management approach. New York, NY: Wiley.
Gummesson, E. (1998). Productivity, quality and relationship marketing
in service operations. International Journal of Contemporary Hospita-
lity Management, 10(1), 4–15.
Gupta, S., McLaughlin, E., in Gomez, M. (2007). Guest satisfaction and
restaurant performance. Cornell Hotel and Restaurant Administrati-
on Quarterly, 48(3), 284–298.
Frangini, G., in Benedetti, A. M. (2003). Food in beverage manager: per il bi-
ennio post-qualifica degli istituti professionali. Firenze, Italija: Le Monni-
er.
Frelih, J., in Polak, A. (2003). Strežba. Ljubljana, Slovenija: DZS.
Gandomi, A., in Zolfaghari, S. (2013). Profitability of loyalty reward pro-
grams: An analytical investigation. Omega, 41(4), 797–807.
Garvin, D. A. (1988). Managing quality: The strategic and competitive edge.
New York, NY;
London, Anglija: Free Press; Collier Macmillan.
Getty, J. M., in Thompson, K. N. (1995). The relationship between quali-
ty, satisfaction, and recommending behavior in lodging decisions. Jo-
urnal of Hospitality in Leisure Marketing, 2(3), 3–22.
González, M. E. A., Comesaña, L. R., in Brea, J. A. F. (2007). Assessing
tourist behavioral intentions through perceived service quality and
customer satisfaction. Journal of Business Research, 60(2), 153–160.
Gounaris, S. (2005). Measuring service quality in b2b services: An evalu-
ation of the SERVQUAL scale vis-à-vis the INDSERV scale. Journal
of Services Marketing, 19(6), 421–435.
Gracia, E., Bakker, A. B., in Grau, R. M. (2011). Positive emotions the
connection between customer quality evaluations and loyalty. Cor-
nell Hospitality Quarterly, 52(4), 458–465.
Griffin, J., in Lowenstein, M. W. (2001). Customer winback how to recap-
ture lost customers and keep them loyal. San Francisco, CA: Jossey-Ba-
ss.
Grönroos, C. (1984). A service quality model and its marketing implica-
tions. European Journal of Marketing, 18(4), 36–44.
Grönroos, C. (1990). Relationship approach to marketing in service con-
texts: The marketing and organizational behavior interface. Journal
of Business Research, 20(1), 3–11.
Grönroos, C. (2000). Service management and marketing: A customer re-
lationship management approach. New York, NY: Wiley.
Gummesson, E. (1998). Productivity, quality and relationship marketing
in service operations. International Journal of Contemporary Hospita-
lity Management, 10(1), 4–15.
Gupta, S., McLaughlin, E., in Gomez, M. (2007). Guest satisfaction and
restaurant performance. Cornell Hotel and Restaurant Administrati-
on Quarterly, 48(3), 284–298.
