References
- Camp , R. C. 1989 . Benchmarking: The Search for Industry Best Practices that Leads to Superior Performance , Milwaukee : ASQC Quality Press .
- Cano , M. and Drummond , S. Benchmarking in the Scottish tourism industry . Proceedings of the 3rd International Conference on Building people and Organisational Excellence . August 20–22 , Aarhus, Denmark.
- Emulti, D. & Kathawala Y. (1997) An overview of benchmarking process: a tool for continuous improvement and competitive advantage, Benchmarking for Quality Management and Technology, 4, pp. 229–244.
- Heskitt , J. L. , Sasser , E. W. Jr and Schlesinger , L. A. 1997 . The Service Profit Chain , New York : Free Press .
- Kotler , P. and Armstrong , G. 1997 . Marketing: An Introduction , 4th , Englewood Cliffs, NJ : Prentice Hall .
- Micklewright , M. J. 1993 . Competitive benchmarking: large gains for small companies . Quality Progress , June : 67 – 68 .
- Parasuraman , A. , Berry , L. L. and Zeithaml , V. A. 1991 . Refinement and reassessment of the SERVQUAL scale . Journal of Retailing , 67 : 420 – 450 .
- Reichheld , F. F. and Aspinall , K. 1993/94 . Building high-loyalty business systems . Journal of Retail Banking , Winter : 21 – 29 .
- Reichheld , F. F. and Sasser , E. 1990 . Zero defections: quality comes to services . Harvard Business Review , 68 Sept./Oct. : 105 – 111 .
- Scottish Executive (2000) http://www.scotland.gov.uk/library2/doc02/stbcd-00.htm
- Watson , G. H. 1993 . How process benchmarking supports corporate strategy . Planning Review , 21 ( 1 )
- Zairi , M. and Leonard , P. 1994 . Practical Benchmarking: The Complete Guide , 12 – 15 . Oxford : Chapman & Hall .