Reference of Hotel Industry

Topics: Marketing, Marketing research, Service Pages: 3 (600 words) Published: March 2, 2011
1. Parasuraman, A., Berry, L.L., and Zeithaml, V.A. (1991), “Understanding customer expectations of service”, Sloan Management Review, Vol. 32, No. 3, pp. 39 – 48.

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

3. Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55 – 68

4. Spreng, R.A., Harrell, G.D. and Mackoy, R.D. (1995), “Service Recovery: Impact on Satisfaction and Intentions”, Journal of Services Marketing, Vol. 9, No. 1, pp. 15 – 23.

5. Anderson, E., Fornell, C., and Lehman, D. (1994). “Customer satisfaction, marketing share and profitability: Findings from Sweden”. Journal of Marketing. 58(3), pp63-66

6. Fullerton, G. and Taylor, S. (2002). “Mediating, Interactive, and Non-linear Effects in Service Quality and Satisfaction with Services Research”. Canadian Journal of Administrative Sciences. 19(2), pp124-136.

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.

11. Edgett, S. and Parkinson, S. (1993). “Marketing for service industries – a review”, The Services Journal, Vol. 13, No. 3, pp. 19 – 39.

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