- CENTRE FOR QUALITY MANAGEMENT . 1993 . Kano's methods for understanding customer-defined quality . The Centre for Quality Management Journal , 2 : 3 – 36 .
- CRONIN , J.J. and TAYLOR , S.A. 1992 . Measuring Service Quality: A Reexamination and Extension . Journal of Marketing , 56 (3) : 55 – 68 .
- CRONIN , J.J. and TAYLOR , S.A. 1994 . SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 : 125 – 131 .
- EDVARDSSON , B. 1998 . Service quality improvement . Managing Service Quality , 8 : 142 – 149 .
- ERTO , P. 1996 . “ Stima statistica della qualita dei servizi nell'ottica del 'total quality' ” . In Aui Delia XXXVIII Riunione Scientifica SIS , Vol. I , 261 – 271 . Rimini .
- ERTO , P. 1997a . Statistical estimation of the service quality from customer point of view: the case of broadcasting service . Statistica Applieata , 9 : 1 – 11 .
- ERTO , P. Statistical analysis of the customer satisfaction process in service industry . Proceedings of 51st ISl Conference . Istanbul. pp. 113 – 116 .
- ERTO , P. 1998 . Gestione della qualita nell'industria turistico-alberghiera Unpublished Report
- ERTO , P. and VANACORE , A. A probabilistic approach to measure service quality . Proceedings of the 3rd International Conference on Building People and Organisational Excellence . Aarhus.
- GHOBADIAN , A. , SPELLER , S. and JONES , M. 1994 . Service quality-concepts and models . International Journal of Quality & Reliability Management , 11 : 43 – 66 .
- HAILEY , A. 1965 . Hotel , London : Pan .
- INGRAM , H. 2000 . Using soft systems methodology to manage hotels: a case study . Managing Service Quality , 10 : 6 – 9 .
- JOHNS , N. and TYAS , P. 1997 . Customer perceptions of service operations: Gestalt, incident or mythology? . Service Industries Journal , 17 : 474 – 488 .
- KANO , N. , SERAKU , N. , TAKAHASHI , F. and TSUJI , S. 1984 . Attractive quality and must-be quality . Hinshitsu , 14 : 39 – 48 .
- KlRK , D. 1995 . Hard and soft systems: a common paradigm for operations management? . International Journal of Contemporary Hospitality Management , 7 : 13 – 16 .
- MAZUR , G.H. Elicit service customer needs-using software engineering tools . Proceedings of the Seventh Symposium on quality Function Deployment . Nov. .
- PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1988 . SERVQUAL: a multiple-item scale for measuring consumer perception of service quality . Journal of Retailing , 64 : 12 – 40 .
- PARASURAMAN , A. , ZEITHAML , V.A. and BERRY , L.L. 1991 . Refinement and reassessment of the SERVQUAL scale . Journal of Retailing , 67 : 420 – 450 .
- RUST , R.T. , ZAHORIK , A.J. and KEININGHAM , T.L. 1994 . Return on Quality , Chicago : Probus .
- SAUNDERS , I.W. and GRAHAM , M.A. 1992 . Total quality management in the hospitality industry . Total Quality Management , 3 : 243 – 255 .
- TEAS , R.K. 1994 . Expectations as a comparison standard in measuring service quality: an assessment of a reassessment . Journal of Marketing , 58 : 132 – 139 .
Total Quality Management
Volume 13, 2002 - Issue 2