Jin, Xin. A cross-sector evaluation of service quality in the tourism industry of Hong Kong: importance vs. performance / Xin Jin, Shanshan Qi, Chia-Hao Chiang. - 2008. // Journal of China tourism research. Vol. 4 (2008), No. 3-4
Sim, Janet. A model of customer satisfaction and retention for hotels / Janet Sim, Brenda Mak, David Jones. - 2006. // Journal of quality assurance in hospitality & tourism. Vol. 7 (2006), No. 3
Chen, Li-Fei. A novel framework for customer-driven service strategies: a case study of a restaurant chain / Li-Fei Chen. - 2014. // Tourism management : research - policies - practice. Vol. 41 (2014)
Faullant, Rita. A positioning map of skiing areas using customer satisfaction scores / Rita Faullant, Kurt Matzler, Johann Füller. - 2008. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 16 (2008), No. 3
Ekinci, Yuksel. A review of comparison standards used in service quality and customer satisfaction studies: emerging issues for hospitality and tourism research / Yuksel Ekinci, Michael Riley, Joseph S. Chen. - 2000. // Tourism analysis : an interdisciplinary journal. Vol. 5 (2000), No. 2-4
A study of revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry / Hung-Che Wu ... [et al.]. - 2015. // Journal of China tourism research. Vol. 11 (2015), No. 1-2-3-4
A study of the relationship between hotel informative service settings items and customer satisfaction / Shinyi Lin ... [et al.]. - 2010. // Journal of quality assurance in hospitality & tourism. Vol. 11 (2010), No. 2
Wu, Hung-Che. An empirical study of the effects of service quality, perceived value, corporate image, and customer satisfaction on behavioral intentions in the Taiwan quick service restaurant industry / Hung-Che Wu. - 2013. // Journal of quality assurance in hospitality & tourism. Vol. 14 (2013), No. 3-4
Lloyd, Alison E.. An examination of the differences in retail service evaluation between domestic and tourist shoppers in Hong Kong / Alison E. Lloyd, Leslie S.C. Yip, Sherriff T.K. Luk. - 2011. // Tourism management : research - policies - practice. Vol. 32 (2011), No. 3
Davidson, Michael C.G.. An integrated approach to service quality in hotels / Michael C. G. Davidson. - 2004. // Journal of quality assurance in hospitality & tourism. Vol. 4 (2003), No. 1-2
Ryu, Kisang. Antecedents and consequences of customers' menu choice in an authentic chinese restaurant context / Kisang Ryu, Yan (Grace) Zhong. - 2012. // Journal of hospitality marketing & management. Vol. 21 (2012), No. 7-8
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. - 2002. // Journal of quality assurance in hospitality & tourism. Vol. 3 (2002), No. 1-2
Santos Arrebola, José L.. Applications of the Rasch Model to customer satisfaction in the destination of Marbella / José L. Santos-Arrebola. - 2002. // Journal of quality assurance in hospitality & tourism. Vol. 3 (2002), No. 1-2
Choi, Choongbeom. Assessing the relationship between waiting services and customer satisfaction in family restaurants / Choongbeom Choi, Atul Sheel. - 2012. // Journal of quality assurance in hospitality & tourism. Vol. 13 (2012), No. 1
Banker, Rajiv D.. Association of nonfinancial performance measures with the financial performance of a lodging chain / Rajiv D. Banker, Gordon Potter, Dhinu Srinivasan. - 2005. // The Cornell Hotel and restaurant administration quarterly. Vol. 46 (2005), No. 4
Ong, Beng Soo. Attitudes, perceptions, and response4s of purchasers versus subscribers-only for daily deals on hospitality products / Beng Soo Ong. - 2015. // Journal of hospitality marketing & management. Vol. 24 (2015), No. 1-2
Borchgrevink, Carl P.. Beverage control systems and the guests' perspective : standardization and value / Carl P. Borchgrevink, Denise M. Anchill. - 2003. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 10 (2003), No. 1-2
Yung, Evita. Business traveler satisfaction with hotel service encounters / Evita Yung, Andrew Chan. - 2001. // Journal of travel & tourism marketing OTPIS 2021. Vol. 11 (2001), No. 4
May Cheng, Soo. Chinese cultural dimensions in perceptions of service quality / Soo May Cheng, Kwan Keung (Steven) Ng, Sut I. Wong Humborstad. - 2010. // Journal of China tourism research. Vol. 6 (2010), No. 3
Kim, Woo Gon. Co-branding and brand loyalty / Woo Gon Kim, Soojin Lee, Hae Young Lee. - 2007. // Journal of quality assurance in hospitality & tourism. Vol. 8 (2007), No. 2
Susskind, Alex M.. Communication richness: why some guest complaints go right to the top - and other do not / Alex M. Susskind. - 2015. // The Cornell Hotel and restaurant administration quarterly. Vol. 56 (2015), No. 3
Severt, Denver. Consumers' perceptions of fairness and the resultant effect on customer satisfaction / Denver E. Severt, Paul D. Rompf. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 15 (2006), No. 1
Cross border traveler satisfaction to the Shenzhen special economic zone of China / Jeff Beck ... [et al.]. - 2004. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 11 (2004), No. 2-3
Lord, Kenneth R.. Cross-border restaurant patronage: cultural determinants of perception and satisfaction / Kenneth R. Lord, Sanjay Putrevu, Shi Yi Zheng. - 2005. // International journal of hospitality and tourism administration. Vol. 6 (2005), No. 4
Cruise visitors' intention to return as land tourists and to recommend a visited destination / Juan Gabriel Brida ... [et al.]. - 2012. // Anatolia : an international journal of tourism and hospitality research. Vol. 23 (2012), No. 3
Grissemann, Ursula Susanna. Customer co-creation of travel services: the role of company support and customer satisfaction with the co-creation performance / Ursula S. Grissemann, Nicola E. Stokburger_Sauer. - 2012. // Tourism management : research - policies - practice. Vol. 33 (2012), No. 6
Füller, Johann. Customer delight and market segmentation: an application of the three-factor theory of customer satisfaction on life style groups / Johann Füller, Kurt Matzler. - 2008. // Tourism management : research - policies - practice. Vol. 29 (2008), No. 1
Simpson, Ken. Customer satisfaction and behavioural intentions in a rural community museum environment / Ken Simpson. - 2000. // Journal of quality assurance in hospitality & tourism. Vol. 1 (2000), No. 3
Customer satisfaction, training and TQM: a comparative study ofWestern and Thai hotels / Bung-on Chartrungruang... [et al.]. - 2006. // Journal of human resources in hospitality and tourism. Vol. 5 (2006), No. 1
Abdelhamied, Hany H.S.. Customers' perception of floating restaurants in Egypt / Hany H.S. Abdelhamied. - 2011. // Anatolia : an international journal of tourism and hospitality research. Vol. 22 (2011), No. 1
Kim, Dae-Young. Customers' responses to crowded restaurant environments: cross-cultural differences between American and Chinese / Dae-Young Kim, Sangwon Park. - 2007. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 16 (2007), No. 1-2
Kim, Wansoo. Customers' responses to customer orientation of service employees in full-service restaurants: a relational benefits perspective / Wansoo Kim. - 2009. // Journal of quality assurance in hospitality & tourism. Vol. 10 (2009), No. 3
Bradley, Graham L.. Dealing with service failures: the use of explanations / Graham L. Bradley, Beverly A. Sparks. - 2009. // Journal of travel & tourism marketing OTPIS 2021. Vol. 26 (2009), No. 2
Torres, Edwin N.. Deconstructing service quality and customer satisfaction: challenges and directions for future research / Edwin N. Torres. - 2014. // Journal of hospitality marketing & management. Vol. 23 (2014), No. 5-6
Kliček, Božidar. Design of a multilevel intelligent decision support system for the improvement of tourist satisfaction / Bozidar Klicek. - 2000. // Information technology & tourism : applications, methodologies, techniques. Vol. 3 (2000), No. 3-4
Pechlaner, Harald. Differences in perceived destination image and event satisfaction among cultural visitors: the case of the European biennial of contemporary art "Manifesta 7" / Harald Pechlaner, Giulia dal Bo, Sabine Pichler. - 2013. // Event management : an international journal. Vol. 17 (2013), No. 2
Garlick, Rick. Do happy employees really mean happy customers? Or is there more to the equation? / Rick Garlick. - 2010. // The Cornell Hotel and restaurant administration quarterly. Vol. 51 (2010), No. 3
Martin, Ernest F.. Effect of internal market orientation on organizational performance: the case of Macao's gaming industry / Ernest F. Martin, Wai-Ming To. - 2013. // International journal of hospitality and tourism administration. Vol.14 (2013), No. 3-4
Zaibaf, Mehdi. Effect of perceived service quality on customer satisfaction in hospitality industry: Gronroos' service quality model development / Mehdi Zaibaf, Fariz Taherikia, Meysam Fakharian. - 2013. // Journal of hospitality marketing & management. Vol. 22 (2013), No. 5-6
Benkenstein, Martin. Emotional and cognitive antecedents of customer satisfaction in leisure services : the case of the Rostock Zoo / Martin Benkenstein, Ugur Yavas, Dirk Forberger. - 2003. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 10 (2003), No. 3-4
Lobo, Antonio C.. Enhancing luxury cruise liner operators' competitive advantage: a study aimed at improving customer loyalty and future patronage / Antonio C. Lobo. - 2008. // Journal of travel & tourism marketing OTPIS 2021. Vol. 25 (2008), No. 1
Wong, Ipkin Anthony. Examining casino service quality in the Asian Las Vegas: an alternative approach / Ipkin Anthony Wong, Veronica H. I. Fong. - 2010. // Journal of hospitality marketing & management. Vol. 19 (2010), No. 8
Israeli, Aviad A.. Exploring the importance of hotel features among guests using a multi-attribute scaling approach / Aviad A. Israeli. - 2000. // Anatolia : an international journal of tourism and hospitality research. Vol. 11 (2000), No. 2
Marković, Suzana. Exploring the relationship between service quality and customer satisfaction in Croatian hotel industry / Suzana Marković, Sanja Raspor Janković. - 2013. // Tourism and hospitality management OTPIS 2021. Vol. 19 (2013), No. 2
Exploring the role of service value in the relationship between service quality and customer satisfaction / Yong-Ki Lee... [et al.]. - 2004. // International journal of hospitality and tourism administration. Vol. 5 (2004), No. 1
DeFranco, Agnes L.. From Guanxi to customer relationship marketing : origins, development, and implications for optimization in the hospitality industry / Agnes L. DeFranco, Morgan Geddie. // International conference on service management : proceedings = Conférence internationale sur le management des services : actes, Angers, France, 22 & 23 mars 2001
Barrash, Deborah I.. Getting along with others: the relationship between agreeableness and customer satisfaction in the foodservice industry / Deborah I. Barrash, Wanda M. Costen. - 2008. // Journal of human resources in hospitality and tourism. Vol. 7 (2008), No. 1
Gupta, Sachin. Guest satisfaction and restaurant performance / Sachin Gupta, Edward McLaughlin, Miguel Gomez. - 2007. // The Cornell Hotel and restaurant administration quarterly. Vol. 48 (2007), No. 3
Guest satisfaction in the U.S. lodging industry using the ACSI model as a service quality scoreboard / Bonnie J. Knutson...[et al.]. - 2004. // Journal of quality assurance in hospitality & tourism. Vol. 4 (2003), No. 3-4
Chen, Chen. Hai Di Lao Hot Pot: from employee stimulation to service innovation / Chen Chen, Huawen Shen, Daisy X. F. Fan. - 2015. // Journal of China tourism research. Vol. 11 (2015), No. 1-2-3-4
Dev, Chekitan S.. Hospitality marketing: a retrospective analysis (1960-2010) and predictions (2010-2020) / Chekitan S. Dev, John D. Buschman, John T. Bowen. - 2010. // The Cornell Hotel and restaurant administration quarterly. Vol. 51 (2010), No. 4
O'Neill, John W.. Hotel brand strategy / John W. O'Neill, Anna S. Mattila. - 2010. // The Cornell Hotel and restaurant administration quarterly. Vol. 51 (2010), No. 1
Xue, Xiao Han. Hotel selection criteria and satisfaction levels of the Chinese business Traveler / Xiao Han Xue, Carmen Cox. - 2008. // Journal of China tourism research. Vol. 4 (2008), No. 3-4
Qu, Hailin. Hotel service quality in Hong Kong: an importance and performance analysis / Hailin Qu, Chau Yung Sit. - 2007. // International journal of hospitality and tourism administration. Vol. 8 (2007), No. 3
Sandvik, Kare. How well does the firm know its customers? The moderating effect of market orientation in the hospitality industry / Kare Sandvik, Kjell Gronhaug. - 2007. // Tourism economics : the business and finance of tourism and recreation. Vol. 13 (2007), No. 1
Lee, Myong Jae. Impact of an airline merger on customer satisfaction: the case of American Airlines / Trans World Airlines (TWA) merger / Myong Jae Lee, Morgan W. Geddie. - 2006. // International journal of hospitality and tourism administration. Vol. 7 (2006), No. 1
Chen, Hsi-Tien. Integrating Kano model and SIPA grid to identify key service attributes of fast food restaurants / Hsi Tien Chen, Brendan T. Chen. - 2015. // Journal of quality assurance in hospitality & tourism. Vol. 16 (2015), No. 1-2
Kozak, Metin. Intentions and consequences of tourist complaints / Metin Kozak, Asli D. A. Tasci. - 2006. // Tourism analysis : an interdisciplinary journal. Vol. 11 (2006), No. 4
Aslanzadeh, Marjan. Inter-channel effects in multichannel travel services: moderating role of social presence and need for human interaction / Marjan Aslanzadeh, Byron William Keating. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 3
Investigating the degree of visitors' satisfaction at a museum / Giacomo Del Chiappa ... [et al.]. - 2013. // Anatolia : an international journal of tourism and hospitality research. Vol. 24 (2013), No. 1
Investigating the effect of service quality on customer post-purchasing behaviors in the hotel sector: the moderating role of service convenience / Nien-Te Kuo ... [et al.]. - 2012. // Journal of quality assurance in hospitality & tourism. Vol. 13 (2012), No. 3
Investigating the effect of service quality on customer loyalty in the hotel industry: the mediating role of customer satisfaction and the moderating roles of service recovery and perceived value / Nien-Te Kuo ... [et al.]. - 2013. // Journal of China tourism research. Vol. 9 (2013), No. 1-2-3-4
Mason, Michela C.. Investigating the role of festivalscape in culinary tourism: the case of food and wine events / Michela C. Mason, Adriano Paggiaro. - 2012. // Tourism management : research - policies - practice. Vol. 33 (2012), No. 6
Invisible and intangible, but undeniable: role of ambient conditions in building hotel guests' loyalty / Myoungsun Suh ... [et al.]. - 2015. // Journal of hospitality marketing & management. Vol. 24 (2015), No. 7-8
Sezgin, Erkan. Local survivor vs. global brand: behavioural intention and brand loyalty tales of fast food restaurants / Erkan Sezgin, Merve Özgür Göde. - 2017. // Tourism : an international interdisciplinary journal. Vol. 65 (2017), No. 4
Dickson, Duncan. Managing real and virtual waits in hospitality and service organizations / Duncan Dickson, Robert C. Ford, Bruce Laval. - 2005. // The Cornell Hotel and restaurant administration quarterly. Vol. 46 (2005), No. 1
Russell, Marilyn. Marketing education : a review of service quality perceptions among international students / Marilyn Russell. - 2005. // International journal of contemporary hospitality management OTPIS 2019 - SVE. Vol. 17 (2005), No. 1
Yuksel, Atila. Measurement and management issues in customer satisfaction research : review, critique and research agenda: Part one / Atila Yuksel, Fisun Yuksel. - 2001. // Journal of travel & tourism marketing OTPIS 2021. Vol. 10 (2001), No. 4
Grobelna, Aleksandra. Measurement of service quality in the hotel sector: the case of Northern Poland / Alexandra Grobelna, Barbara Marciszewska. - 2013. // Journal of hospitality marketing & management. Vol. 22 (2013), No. 3-4
Prasad, Keshaw. Measuring hotel guest satisfaction by using an online quality management system / Kesh Prasad, Philip W. Wirtz, Larry Yu. - 2014. // Journal of hospitality marketing & management. Vol. 23 (2014), No. 3-4
Wang, Youcheng. Measuring personal service quality: an analysis of hotels in the people' s republic of China / Youcheng Wang, Thomas E. Pearson. - 2002. // International journal of hospitality and tourism administration. Vol. 3 (2002), No. 2
Minghetti, Valeria. Measuring quality of information services: combining mystery shopping and customer satisfaction research to assess the performance of tourist offices / Valeria Minghetti, Emilio Celotto. - 2014. // Journal of travel research. Vol. 53 (2014), No. 5
Karatepe, Osman M.. Measuring service quality in the hotel industry: evidences from Northern Cyprus / Osman M. Karatepe, Turgay Avci. - 2002. // Anatolia : an international journal of tourism and hospitality research. Vol. 13 (2002), No. 1
Han, Heesup. Moderating role of personal characteristics in forming restaurant customers' behavioral intentions: an upscale restaurant setting / Heesup Han, Kisang Ryu. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 15 (2006), No. 4
Davidson, Michael C.G.. Organizational climate of food and beverage employees: its impact upon customer satisfaction in hotels / Michael C. G. Davidson, Mark L. Manning. - 2003. // International journal of hospitality and tourism administration. Vol. 4 (2003), No. 4
Organizational climate, perceived customer satisfaction, and revenue per available room in four- and five-star Australian hotels / Michael Davidson ... [et al.]. - 2001. // Tourism analysis : an interdisciplinary journal. Vol. 6 (2001), No. 2
Hussain, Kashif. Percepcion de la calidad en el servicio de las empresas aereas del norte de Chipre : una aplicacion del analisis lineal de patrones / Kashif Hussain, Erdogan H. Ekiz. - 2007. // Estudios y perspectivas en turismo. Vol. 16 (2007), No. 3
Nadiri, Halil. Perceptions of service quality in North Cyprus hotels / Halil Nadiri, Kashif Hussain. - 2005. // International journal of contemporary hospitality management OTPIS 2019 - SVE. Vol. 17 (2005), No. 6-7
Albayrak, Tahir. Prioritisation of the hotel attributes according to their influence on satisfaction: a comparison of two techniques / Tahir Albayrak, Meltem Caber. - 2015. // Tourism management : research - policies - practice. Vol. 46 (2015)
Martin, David S.. Scale development and testing: a new measure of cognitive satisfaction in sports tourism / David S. Martin, Martin O'Neill. - 2010. // Event management : an international journal. Vol. 14 (2010), No. 1
Kim, Hyun Jeong. Service orientation, service quality, customer satisfaction, and customer loyalty: testing a structural model / Hyun Jeong Kim. - 2011. // Journal of hospitality marketing & management. Vol. 20 (2011), No. 5-6
Marković, Suzana. Service quality and customer satisfaction in the health care industry - towards health tourism market / Suzana Marković, Dina Lončarić, Damir Lončarić. - 2014. // Tourism and hospitality management OTPIS 2021. Vol. 20 (2014), No. 2
Ali, Faizan. Service quality as a determinant of customer satisfaction and resulting behavioural intentions: A SEM approach towards Malaysian resort hotels / Faizan Ali. - 2015. // Tourism : an international interdisciplinary journal. Vol. 63 (2015), No. 1
Ching-Yick Tse, Eliza. Service quality in the hotel industry : when cultural contexts matter / Eliza Ching-Yick Tse, Suk-Ching Ho. - 2009. // The Cornell Hotel and restaurant administration quarterly. Vol. 50 (2009), No. 4
Service recovery readiness in Australian hospitality and leisure operations: a conceptual framework and findings from an exploratory study / Ji-Hyun (Kelly) Suh... [et al.]. - 2005. // Journal of quality assurance in hospitality & tourism. Vol. 6 (2005), No. 1-2
Liat, Cheng Boon. The associations between service quality, corporate image, customer satisfaction, and loyalty: evidence from the Malaysian hotel industry / Cheng Boon Liat, Shaheen Mansori, Cham Tat Huei. - 2014. // Journal of hospitality marketing & management. Vol. 23 (2014), No. 3-4
Ainscough, Thomas L.. The effect of brand, agent, and price on consumer evaluation of travel services / Thomas L. Ainscough. - 2005. // Journal of travel & tourism marketing OTPIS 2021. Vol. 19 (2005), No. 1
Neal, Janet D.. The effect of length of stay on travelers' perceived satisfaction with service quality / Janet D. Neal. - 2004. // Journal of quality assurance in hospitality & tourism. Vol. 4 (2003), No. 3-4
Noone, Breffni M.. The effect of perceived control on consumer responses to service encounter pace: a revenue management perspective / Breffni M. Noone, Jochen Wirtz, Sheryl E. Kimes. - 2012. // The Cornell Hotel and restaurant administration quarterly. Vol. 53 (2012), No. 4
Lindenmeier, Joerg. The effects of inventory control and denied boarding on customer satisfaction: the case of capacity-based airline revenue management / Jörg Lindenmeier, Dieter K. Tscheulin. - 2008. // Tourism management : research - policies - practice. Vol. 29 (2008), No. 1
Magnini, Vincent P.. The frontline provider's appearance: a driver of guest perceptions / Vincent P. Magnini, Melissa Baker, Kiran Karande. - 2013. // The Cornell Hotel and restaurant administration quarterly. Vol. 54 (2013), No. 4
Hsi-Jui Wu, Cedric. The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service - the service encounter prospective / Cedric Hsi-Jui Wu. - 2007. // Tourism management : research - policies - practice. Vol. 28 (2007), No. 6
Hocutt, Mary Ann. The impact of service guarantees on consumer responses in the hotel industry / Mary Ann Hocutt, Michael R. Bowers. - 2005. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 13 (2005), No. 1
Chan, Andrew. The impact of tour service performance on tourist satisfaction and behavioral intentions: a study of Chinese tourists in Hong Kong / Andrew Chan, Cathy H. C. Hsu, Tom Baum. - 2015. // Journal of travel & tourism marketing OTPIS 2021. Vol. 32 (2015), No. 1-2
Zhao, Xinyuan (Roy). The investigation into the relationship between hospitality employees' work-family conflicts and their leisure intentionmpact of frontline employees' work-family conflict on customer satisfaction: the mediating role of exhaustion and emotional displays / Xinyuan (Roy) Zhao, Anna S. Mattila, Nei Na Ngan. - 2014. // The Cornell Hotel and restaurant administration quarterly. Vol. 55 (2014), No. 4
Heung, Vincent C.S.. The mediating effects of perceived value and customer satisfaction on customer loyalty in the Chinese restaurant setting / Vincent C. S. Heung, Eric W. T. Ngai. - 2008. // Journal of quality assurance in hospitality & tourism. Vol. 9 (2008), No. 2
Moufakkir, Omar. The pay for in-flight food and drinks policy and its impact on travelers' experience / Omar Moufakkir. // Tourism analysis : an interdisciplinary journal. Vol. 15 (2010), No. 1
Bowen, John T.. The relationship between customer loyalty and customer satisfaction / John T. Bowen, Shiang-Lih Chen. - 2001. // International journal of contemporary hospitality management OTPIS 2019 - SVE. Vol. 13 (2001), No. 4-5
Ariffin, Ahmad Azmi M.. The relationships between national identity, hospitality, and satisfaction among foreign hotel guests / Ahmad Azmi M. Ariffin, Ehsaneh Nejad Mohammad Nameghi, Yee Kar Soon. - 2015. // Journal of travel & tourism marketing OTPIS 2021. Vol. 32 (2015), No. 5-6
The relative impact of service quality on service value, customer satisfaction, and customer loyalty in Korean family restaurant context / Yong-Ki Lee... [et al.]. - 2004. // International journal of hospitality and tourism administration. Vol. 6 (2005), No. 1
The role of airline travelers' pre-recovery emotions during the service recovery process / Davoud Nikbin ... [et al.]. - 2015. // Journal of travel & tourism marketing OTPIS 2021. Vol. 32 (2015), No. 5-6
Kandampully, Jay. The role of customer satisfaction and image in gaining customer loyalty in the hotel industry / Jay Kandampully, Dwi Suhartanto. - 2003. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 10 (2003), No. 1-2
Eid, Riyad. The role of Islamic religiosity on the relationship between perceived value and tourist satisfaction / Riyad Eid, Hatem El-Gohary. - 2015. // Tourism management : research - policies - practice. Vol. 46 (2015)
Law, Rob. Travel website uses and cultural influence: a comparison between American and Chinese travelers / Rob Law, Billy Bai, Bonnie Leung. - 2008. // Information technology & tourism : applications, methodologies, techniques. Vol. 10 (2008), No. 3
Ren, Lianping. Understanding customer satisfaction with budget hotels through online comments: evidence from home inns in China / Lianping Ren, Hanqin Qiu Zhang, Ben Haobin Ye. - 2015. // Journal of quality assurance in hospitality & tourism. Vol. 16 (2015), No. 1-2
Wong, Ipkin Anthony. Understanding the mediated moderating role of customer expectationsin the customer satisfaction model: the case of casinos / Ipkin Anthony Wong, Leonardo (Don) A. N. Dioko. - 2013. // Tourism management : research - policies - practice. Vol. 36 (2013)
Tsiotsou, Rodoula. Using demographics and leisure activities to predict satisfaction with tourism services in Greece / Rodoula Tsiotsou, Eleytheria Vasioti. - 2006. // Journal of hospitality & leisure marketing : the international forum for research, theory & practice. Vol. 14 (2006), No. 2
Ekinci, Yuksel. Which comparison standard should be used for service quality and customer satisfaction? / Yuksel Ekinci. - 2004. // Journal of quality assurance in hospitality & tourism. Vol. 4 (2003), No. 3-4
Filieri, Raffaele. Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth / Raffaele Filieri, Salma Alguezaui, Fraser McLeay. - 2015. // Tourism management : research - policies - practice. Vol. 51 (2015)
Rood, A. Scott. Why use importance performance analysis in mystery shopping? A USA-Poland comparative answer / A. Scott Rood, Joanna Dziadkowiec. - 2010. // Journal of quality assurance in hospitality & tourism. Vol. 11 (2010), No. 1
Capiez, Alain. Yield management and performance in the hotel industry / Alain Capiez, Abdoulaye Kaya. - 2004. // Journal of travel & tourism marketing OTPIS 2021. Vol. 16 (2004), No. 4
Početak
A cross-sector evaluation of service quality in the tourism industry of Hong Kong: importance vs. performance ...