Page 208 - Kukanja, Marko. 2017. Management kakovosti v prehrambnem gostinstvu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov. Koper: Založba Univerze na Primorskem
P. 208
Management kakovosti v prehrambnem gostinstvu
Longart, P. (2010). What drives word-of-mouth in restaurants? Interna-
tional Journal of Contemporary Hospitality Management, 22(1), 121–
128.
Luoh, H. F., in Tsaur, S. H. (2011). Customers’ perceptions of service qu-
ality: Do servers’ age stereotypes matter? International Journal of
Hospitality Management, 30(2), 283–289.
MacLaurin, D. J., in MacLaurin, T. L. (2000). Customer perceptions of
theme restaurants in Singapore. Cornell Hotel and Restaurant Admi-
nistration Quarterly, 41(3), 75–80.
Malcolm Baldrige National Quality Award. (2013). Pridobljeno s http://
www.bexcellence.org/Malcolm-Baldrige-National-Quality-Award.
html
208 Marković, S. (2003). Mjerenje kvalitete usluga u hotelskoj industriji – atri-
butivni pristup: (Doktorska disertacija). Fakultet za turistički i ho-
telski management, Opatija.
Marković, S., in Raspor, S. (2010). Investigating the perceived service qu-
ality in croatian restaurant industry using dineserv model. Journal
studia universitatis babes-bolyai negotia, 4, 5–14.
Marković, S., Raspor, S., in Šegarić, K. (2010). Does restaurant perfor-
mance meet customers’ expectations? An assessment of restaurant
service quality using a modified DINESERV approach. Tourism and
Hospitality Management, 16(2), 181–195.
Marolt, J., in Gomišček, B. (2005). Management kakovosti. Kranj, Slove-
nija: Moderna organizacija.
Martin, W. B. (2002). Quality service: What every hospitality manager ne-
eds to know. Upper Saddle River, NJ: Prentice Hall.
Martínez, J. A., in Martínez, L. (2010). Some insights on conceptuali-
zing and measuring service quality. Journal of Retailing and Consu-
mer Services, 17(1), 29–42.
Martínez-Tur, V., Tordera, N., Peiró, J. M., in Potocnik, K. (2011). Lin-
king service climate and disconfirmation of expectations as predi-
ctors of customer satisfaction: A cross-level study. Journal of Applied
Social Psychology, 41(5), 1189–1213.
Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. The Cor-
nell Hotel and Restaurant Administration Quarterly, 42(6), 73–79.
Mattila, A. S., in Wirtz, J. (2001). Congruency of scent and music as a dri-
ver of in-store evaluations and behavior. Journal of Retailing, 77(2),
273–289.
Longart, P. (2010). What drives word-of-mouth in restaurants? Interna-
tional Journal of Contemporary Hospitality Management, 22(1), 121–
128.
Luoh, H. F., in Tsaur, S. H. (2011). Customers’ perceptions of service qu-
ality: Do servers’ age stereotypes matter? International Journal of
Hospitality Management, 30(2), 283–289.
MacLaurin, D. J., in MacLaurin, T. L. (2000). Customer perceptions of
theme restaurants in Singapore. Cornell Hotel and Restaurant Admi-
nistration Quarterly, 41(3), 75–80.
Malcolm Baldrige National Quality Award. (2013). Pridobljeno s http://
www.bexcellence.org/Malcolm-Baldrige-National-Quality-Award.
html
208 Marković, S. (2003). Mjerenje kvalitete usluga u hotelskoj industriji – atri-
butivni pristup: (Doktorska disertacija). Fakultet za turistički i ho-
telski management, Opatija.
Marković, S., in Raspor, S. (2010). Investigating the perceived service qu-
ality in croatian restaurant industry using dineserv model. Journal
studia universitatis babes-bolyai negotia, 4, 5–14.
Marković, S., Raspor, S., in Šegarić, K. (2010). Does restaurant perfor-
mance meet customers’ expectations? An assessment of restaurant
service quality using a modified DINESERV approach. Tourism and
Hospitality Management, 16(2), 181–195.
Marolt, J., in Gomišček, B. (2005). Management kakovosti. Kranj, Slove-
nija: Moderna organizacija.
Martin, W. B. (2002). Quality service: What every hospitality manager ne-
eds to know. Upper Saddle River, NJ: Prentice Hall.
Martínez, J. A., in Martínez, L. (2010). Some insights on conceptuali-
zing and measuring service quality. Journal of Retailing and Consu-
mer Services, 17(1), 29–42.
Martínez-Tur, V., Tordera, N., Peiró, J. M., in Potocnik, K. (2011). Lin-
king service climate and disconfirmation of expectations as predi-
ctors of customer satisfaction: A cross-level study. Journal of Applied
Social Psychology, 41(5), 1189–1213.
Mattila, A. S. (2001). Emotional bonding and restaurant loyalty. The Cor-
nell Hotel and Restaurant Administration Quarterly, 42(6), 73–79.
Mattila, A. S., in Wirtz, J. (2001). Congruency of scent and music as a dri-
ver of in-store evaluations and behavior. Journal of Retailing, 77(2),
273–289.
