March, Lynda
      Applications of business process redesign in hotel daily operations: the impact of redesigning airport van pickup process on hotel customer satisfaction / Lynda March, Robert Fugazi.

KST: 4221-5; KST: 2412
* zadovoljstvo * unutarnja organizacija ugostiteljskog poduzeća
* znanstveni članak

* satisfaction * internal organization of catering enterprise
* business process redesign * delivery of services * airport van pickup service * customer satisfaction

1. Fugazi, Robert


U: Journal of quality assurance in hospitality & tourism. Vol. 3 (2002), No. 1-2. - 19-33.

---