Page 204 - Kukanja, Marko. 2017. Management kakovosti v prehrambnem gostinstvu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov. Koper: Založba Univerze na Primorskem
P. 204
Management kakovosti v prehrambnem gostinstvu
Jones, P. (1993). Foodservice operations management. V M. A. Khan, M. D.
Olsen in T. Var (ur.), VNR's encyclopedia of hospitality and tourism (str.
27–36). New York, NY: Van Nostrand Reinhold.
Jones, P., in Lockwood, A. (1989). The management of hotel operations. Lon-
don: Cassell.
Jones, P., in Lockwood, A. (1993). The management of hotel operations. Lon-
don: Cassell.
Jones, T. O., in Sasser, W. E. (1995). Why satisfied customers defect. Har-
vard business review, 73(6), 88–99.
Jung, H. S., in Yoon, H. H. (2012). Why do satisfied customers switch? Fo-
cus on the restaurant patron variety-seeking orientation and purchase
decision involvement. International Journal of Hospitality Management,
31(3), 875–884.
204 Jung, H. S., in Yoon, H. H. (2013). Do employees’ satisfied customers re-
spond with an satisfactory relationship? The effects of employees’ satis-
faction on customers’ satisfaction and loyalty in a family restaurant. In-
ternational Journal of Hospitality Management, 34, 1–8.
Juran, J. M., in Gryna, F. M. (1988). Juran’s quality control handbook. New
York, NY: McGraw-Hill.
Juwaheer, T. D. (2004). Exploring international tourists’ perceptions of ho-
tel operations by using a modified SERVQUAL approach – A case study
of Mauritius. Managing Service Quality, 14(5), 350–364.
Kang, G. D. (2006). The hierarchical structure of service quality: Integrati-
on of technical and functional quality. Managing Service Quality, 16(1),
37–50.
Kang, G. D., in James, J. (2004). Service quality dimensions: an examinati-
on of Grönroos’s service quality model. Managing Service Quality, 14(4),
266–277.
Kanyan, A., Ngana, L., in Voon, B. H. (2016). Improving the service ope-
rations of fast-food restaurants. Procedia-Social and Behavioral Scien-
ces, 224, 190–198.
Kavčič, B. (2004). Osnove poslovnega komuniciranja. Ljubljana, Slovenija:
Ekonomska fakulteta.
Keith, N. K., in Simmers, C. S. (2011). Measuring service quality percep-
tions of restaurant experiences: The disparity between comment cards
and DINESERV. Journal of Foodservice Business Research, 14(1), 20–32.
Keller, E. (2007). Unleashing the power of word of mouth:creating brand
advocacy to drive growth. Journal of Advertising Research, 1, 448–452.
Jones, P. (1993). Foodservice operations management. V M. A. Khan, M. D.
Olsen in T. Var (ur.), VNR's encyclopedia of hospitality and tourism (str.
27–36). New York, NY: Van Nostrand Reinhold.
Jones, P., in Lockwood, A. (1989). The management of hotel operations. Lon-
don: Cassell.
Jones, P., in Lockwood, A. (1993). The management of hotel operations. Lon-
don: Cassell.
Jones, T. O., in Sasser, W. E. (1995). Why satisfied customers defect. Har-
vard business review, 73(6), 88–99.
Jung, H. S., in Yoon, H. H. (2012). Why do satisfied customers switch? Fo-
cus on the restaurant patron variety-seeking orientation and purchase
decision involvement. International Journal of Hospitality Management,
31(3), 875–884.
204 Jung, H. S., in Yoon, H. H. (2013). Do employees’ satisfied customers re-
spond with an satisfactory relationship? The effects of employees’ satis-
faction on customers’ satisfaction and loyalty in a family restaurant. In-
ternational Journal of Hospitality Management, 34, 1–8.
Juran, J. M., in Gryna, F. M. (1988). Juran’s quality control handbook. New
York, NY: McGraw-Hill.
Juwaheer, T. D. (2004). Exploring international tourists’ perceptions of ho-
tel operations by using a modified SERVQUAL approach – A case study
of Mauritius. Managing Service Quality, 14(5), 350–364.
Kang, G. D. (2006). The hierarchical structure of service quality: Integrati-
on of technical and functional quality. Managing Service Quality, 16(1),
37–50.
Kang, G. D., in James, J. (2004). Service quality dimensions: an examinati-
on of Grönroos’s service quality model. Managing Service Quality, 14(4),
266–277.
Kanyan, A., Ngana, L., in Voon, B. H. (2016). Improving the service ope-
rations of fast-food restaurants. Procedia-Social and Behavioral Scien-
ces, 224, 190–198.
Kavčič, B. (2004). Osnove poslovnega komuniciranja. Ljubljana, Slovenija:
Ekonomska fakulteta.
Keith, N. K., in Simmers, C. S. (2011). Measuring service quality percep-
tions of restaurant experiences: The disparity between comment cards
and DINESERV. Journal of Foodservice Business Research, 14(1), 20–32.
Keller, E. (2007). Unleashing the power of word of mouth:creating brand
advocacy to drive growth. Journal of Advertising Research, 1, 448–452.
