Torres, Edwin N.
      Deconstructing service quality and customer satisfaction: challenges and directions for future research / Edwin N. Torres.

KST: 216-2; KST: 4221-5; KST: 12; KST: 712
* kvaliteta u turizmu * zadovoljstvo * istraživanja u turizmu * turistička statistika - teorija i metodološki problemi
* znanstveni članak
* service quality * customer satisfaction * SERVQUAL critique * conceptual article

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

U: Journal of hospitality marketing & management. Vol. 23 (2014), No. 5-6. - 652-677.

---