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service delivery. The Service Industries Journal, 18(3), 148–163.
Wong, A. (2004). The role of emotional satisfaction in service encounters.
Managing Service Quality, 14(5), 365–376.
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London, Anglija: Cengage Learning – EMEA.
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Yavas, B. F., in Rezayat, F. (2003). The impact of culture on managerial
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Yoon, S., in Suh, H. (2004). Ensuring IT consulting SERVQUAL and
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Yunkyong, K. (2007). A study of understanding the impact of physical
environment on perceived service quality in the hotel industry. Pri-
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getfile/collection/Dissert/id/
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Yüksel, A., in Yüksel, F. (2003). Measurement of tourist satisfaction with
restaurant services: A segment-based approach. Journal of Vacation
Marketing, 9(1), 52–68.
Wilkins, H., Merrilees, B., in Herington, C. (2007). Towards an un-
derstanding of total service quality in hotels. International Journal of
Hospitality Management, 26(4), 840–853.
Willemsen, D. (2011). The measurement of customer satisfaction. Mu-
enchen, Nemčija: GRIN Verlag.
Wilson, A. M. (1998). The use of mystery shopping in the measurement of
service delivery. The Service Industries Journal, 18(3), 148–163.
Wong, A. (2004). The role of emotional satisfaction in service encounters.
Managing Service Quality, 14(5), 365–376.
Wong, I. A., in Fong, V. H. I. (2012). Development and validation of the
casino service quality scale: CASERV. International Journal of Hospi-
tality Management, 31(1), 209–217.
Woods, R. H., in King, J. Z. (1996). Quality leadership and management
in the hospitality industry. East Lansing, MI: Educational Institute of
the American Hotel in Motel Association.
Wright, J. N., in Race, P. (2004). The management of service operations.
London, Anglija: Cengage Learning – EMEA.
Yang, S. S., Kimes, S. E., in Sessarego, M. M. (2009). Menu price presen-
tation influences on consumer purchase behavior in restaurants. In-
ternational Journal of Hospitality Management, 28(1), 157–160.
Yavas, B. F., in Rezayat, F. (2003). The impact of culture on managerial
perceptions of quality. International Journal of Cross Cultural Mana-
gement, 3(2), 213–234.
Yoon, S., in Suh, H. (2004). Ensuring IT consulting SERVQUAL and
user satisfaction: A modified measurement tool. Information Systems
Frontiers, 6(4), 341–351.
Yunkyong, K. (2007). A study of understanding the impact of physical
environment on perceived service quality in the hotel industry. Pri-
dobljeno s http://dc.library.okstate.edu/utils/
getfile/collection/Dissert/id/
Yusof, S. M. in Aspinwall, E. (2000). TQM implementation issues: Revi-
ew and case study. International Journal of Operations in Production
Management, 20(6), 634–655.
Yüksel, A., in Yüksel, F. (2003). Measurement of tourist satisfaction with
restaurant services: A segment-based approach. Journal of Vacation
Marketing, 9(1), 52–68.
