Chen, Li-Fei
      A novel framework for customer-driven service strategies: a case study of a restaurant chain / Li-Fei Chen. - 2014.

KST: 4221-5; KST: 216-2; KST: 712; KST: 221
* zadovoljstvo * kvaliteta u turizmu * turistička statistika - teorija i metodološki problemi * ugostiteljstvo
* znanstveni članak
* customer satisfaction * service quality * importance-performance analysis * the Kano model * signal-to-noise ratio

* satisfaction * quality in tourism * tourism statistics - theory and methodological problems * catering

U: Tourism management : research - policies - practice. Vol. 41 (2014). - 119-128.

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