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P. 213
Viri in literatura 213
Reichheld, F. F. (2001). The loyalty effect: The hidden force behind growth,
profits and lasting value. Cambridge, MA: Harvard Business Press.
Ro, H., in Wong, J. (2012). Customer opportunistic complaints manage-
ment: A critical incident approach. International Journal of Hospita-
lity Management, 31(2), 419–427.
Rood, S., in Dziadkowiec, J. (2011). Applying the Dineserv and IPA
methods to a cross-cultural comparison of quality service gaps (No-
vember 6, 2011). Predstavljeno na 31st Annual Conference of the
Resort and Commercial Recreation Association, Farmington, PA:
Grand Valley State University. Pridobljeno s http://heami.org/uplo-
ads/Rood_Dziadkowiec_
Applying_the_DINESERV_ and_IPA_Methods_to_Cross Cultural
Service_Gaps.pdf
Rozman, R. (2001). Analiza in oblikovanje organizacije. Ljubljana, Slove-
nija: Univerza v Ljubljani, Ekonomska fakulteta.
Ryu, K. (2005). DINESCAPE, emotions, and behavioral intentions in
upscale restaurants. Pridobljeno s http://krex.ksu.edu/dspace/han-
dle/2097/71
Ryu, K., in Han, H. (2011). New or repeat customers: How does physical
environment influence their restaurant experience? International Jo-
urnal of Hospitality Management, 30(3), 599–611.
Ryu, K., in Jang, S. S. (2007). The effect of environmental perceptions on
behavioral intentions through emotions: The case of upscale restau-
rants. Journal of Hospitality in Tourism Research, 31(1), 56–72.
Ryu, K., in Lee, J. S. (2017). Examination of restaurant quality, relation-
ship benefits, and customer reciprocity from the perspective of relati-
onship marketing investments. Journal of Hospitality in Tourism Re-
search, 41(1), 66–92.
Sawyer, C., in Kabacoff, R. (2012, 2. februar). Measuring leaders. Pri-
dobljeno s http://www.mrg.com/uploads/PDFs/Measuring_Lea-
ders_2012.pdf
Scanlan, L., in McPhail, J. (2000). Forming service relationships with ho-
tel business travelers: The critical attributes to improve retention. Jo-
urnal of Hospitality in Tourism Research, 24(4), 491–513.
Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., in King, J. (2006).
Reporting Structural Equation Modeling and Confirmatory Fac-
tor Analysis Results: A Review. The Journal of Educational Resear-
ch, 99(6), 323–338.
Reichheld, F. F. (2001). The loyalty effect: The hidden force behind growth,
profits and lasting value. Cambridge, MA: Harvard Business Press.
Ro, H., in Wong, J. (2012). Customer opportunistic complaints manage-
ment: A critical incident approach. International Journal of Hospita-
lity Management, 31(2), 419–427.
Rood, S., in Dziadkowiec, J. (2011). Applying the Dineserv and IPA
methods to a cross-cultural comparison of quality service gaps (No-
vember 6, 2011). Predstavljeno na 31st Annual Conference of the
Resort and Commercial Recreation Association, Farmington, PA:
Grand Valley State University. Pridobljeno s http://heami.org/uplo-
ads/Rood_Dziadkowiec_
Applying_the_DINESERV_ and_IPA_Methods_to_Cross Cultural
Service_Gaps.pdf
Rozman, R. (2001). Analiza in oblikovanje organizacije. Ljubljana, Slove-
nija: Univerza v Ljubljani, Ekonomska fakulteta.
Ryu, K. (2005). DINESCAPE, emotions, and behavioral intentions in
upscale restaurants. Pridobljeno s http://krex.ksu.edu/dspace/han-
dle/2097/71
Ryu, K., in Han, H. (2011). New or repeat customers: How does physical
environment influence their restaurant experience? International Jo-
urnal of Hospitality Management, 30(3), 599–611.
Ryu, K., in Jang, S. S. (2007). The effect of environmental perceptions on
behavioral intentions through emotions: The case of upscale restau-
rants. Journal of Hospitality in Tourism Research, 31(1), 56–72.
Ryu, K., in Lee, J. S. (2017). Examination of restaurant quality, relation-
ship benefits, and customer reciprocity from the perspective of relati-
onship marketing investments. Journal of Hospitality in Tourism Re-
search, 41(1), 66–92.
Sawyer, C., in Kabacoff, R. (2012, 2. februar). Measuring leaders. Pri-
dobljeno s http://www.mrg.com/uploads/PDFs/Measuring_Lea-
ders_2012.pdf
Scanlan, L., in McPhail, J. (2000). Forming service relationships with ho-
tel business travelers: The critical attributes to improve retention. Jo-
urnal of Hospitality in Tourism Research, 24(4), 491–513.
Schreiber, J. B., Nora, A., Stage, F. K., Barlow, E. A., in King, J. (2006).
Reporting Structural Equation Modeling and Confirmatory Fac-
tor Analysis Results: A Review. The Journal of Educational Resear-
ch, 99(6), 323–338.
