Reference of Hotel Industry

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2. Woodside, A.G., Fery, L, and Daly, R.T. (1989), “Linking Service Quality, Customer Satisfaction, and Behavioral Intention”, Journal of Health Care Marketing. 9(4), pp5-17

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7. Akbar, S., Som, A.P.M., Wadood, F., and Alzaidiyeen, N.J. (2010) “Revitalization of Service Quality to Gain Customer Satisfaction and Loyalty”. International Journal of Business & Management. 5(6). Pp113-122.

8. Smith, A.K., Bolton, R.N. and Wagner, J. (1999), “A model of customer satisfaction with service encounters involving failure and recovery”, Journal of Marketing Research, Vol (36) August, pp. 356 – 372.

9. Tax, S.S., and Brown, S.W., (1998), “Recovering and Learning From Service Failure”, Sloan Management Review, Vol. 40, No. 1, pp. 75 -88

10. Lewis, B.R. (1989), “Quality in the Service Sector: A Review.” In Service Quality in the Financial Sector, 7 (5) pp 13 – 22.

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12. Dibb, S., Simkin, L., Pride, W.M. and Ferrell,...
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