Notes
- Willborn , Walter . 1986 . ‘Quality Assurance Auditors and Hotel Management’ . Service Industries’ Journal , 6 (3) : 293 – 308 .
- Jones , Peter and Lockwood , Andrew . 1989 . The Management of Hotel Operations , London : Cassell .
- Fay , Andrew . 1991 . ‘Auditing Hotel Employee Performance’ . Journal of Property Management , 56 (6) : 26 – 28 .
- Middleton , Victor . 1990 . New Visions for Independent Museums in the UK , Chichester : Association of Independent Museums .
- Whittle , Susan and Foster , Morris . 1991 . ‘Customer Profiling; Getting Into Your Customer's Shoes’ . International Journal of Bank Marketing , 9 (1) : 17 – 24 .
- Parasuraman , A. , Zeithaml , Valarie A. and Berry , Leonard L. 1985 . ‘A Conceptual Model of Service Quality and its Applications for Further Research’ . Journal of Marketing , 49 (4) : 41 – 50 .
- Brogowicz , Andrew , Delene , Linda M. and Lyth , David M. 1990 . ‘A Synthesised Service Quality Model with Managerial Implications’ . International Journal of Service Industries Management , 1 (1) : 27 – 45 .