References
- Albrecht K. 1990. Total quality service: an applied organisation change model. In: QUIS 2, New York: International Service Quality Association. pp. 81–90.
- Ashamalla MH, Crocitto MM. 2001. Student-generated cases as a transformation tool. Journal of Management Education 25: 516–530.
- Auster ER, Wylie KK. 2006. Creating active learning in the classroom: a systematic approach. Journal of Management Education 30(2): 333–353.
- Banning K. 2003. The effect of the case method on tolerance for ambiguity. Journal of Management Education 27(5): 556–568.
- Bolman LG, Deal TE. 2008. Reframing organisations: artistry, choice and leadership (4th edn). San Francisco: Jossey-Bass.
- Currie G, Seymour A, Tempest S, Tiratsoo N. 2005. The development of ‘impoverished souls’: a critical appraisal of the case method within UK MBA programmes. Paper presented at the Critical Management Studies Conference, University of Cambridge, 4–7 July 2005.
- Currie G, Tempest S. 2008. Moving towards reflexive use of teaching cases within the MBA. International Journal of Management Education 7(1): 41–50.
- David F. 2003. Strategic management case writing: suggestions after 20 years of experience. S.A.M. Advanced Management Journal 68(3): 36–43.
- Derrington, ML, Larsen, D. 2009. Student generated case studies: addressing the standard of ethical leadership. International Journal of Educational Leadership Preparation 4(2): http://cnx.org/content/m25934/1.1/.
- Easterby-Smith M, Thorpe R, Jackson PR. 2008. Management research (3rd edn). Los Angeles: Sage.
- Fitzsimmons JA, Fitzsimmons MJ. 2011. Service management: operations, strategy, information technology (7th edn). New York: McGraw-Hill Higher Education.
- Greenhalgh AM. 2007. Case method teaching as science and art: a metaphoric approach and curricular application. Journal of Management Education 31(2): 181–194.
- Joy S, Kolb DA. 2009. Are there cultural differences in learning styles? International Journal of Intercultural Relations 33: 69–85.
- Kandampully J. 2003. Services management: the new paradigm in hospitality. Melbourne: Pearson/Prentice Hall.
- Kolb DA. 1984. Experiential learning: experience as the source of learning and development. Englewood Cliffs, N.J.: Prentice-Hall.
- Koshy V. 2005. Action research for improving practice. London: Paul Chapman.
- Liang N, Lin S. 2008. Erroneous learning from the west? A narrative analysis of Chinese MBA cases published in 1992, 1999 and 2003. Management International Review 48(5): 603–638.
- Liang N, Wang J. 2004. Implicit mental models in teaching cases: an empirical study of popular MBA cases in the United States and China. Academy of Management Learning and Education 3: 397–413.
- Naumes W, Naumes MJ. 2012. The art and craft of case writing. New York: ME Sharp.
- Parasuraman P, Zeithaml VA, Berry L. 1985. A conceptual model of service quality and its implications for future research. Journal of Marketing 49: 41–50.
- Swiercz PM, Ross KT. 2003. Rational, human, political, and symbolic text in Harvard Business School cases: a study of structure and content. Journal of Management Education 27: 407–430.
- Wilson A, Zeithaml VA, Bitner MJ, Gremler DD. 2012. Services marketing: integrating customer focus across the firm (2nd European edn). New York: McGraw-Hill Education.
- Zeithaml VA, Bitner MJ, Gremler DD. 2009. Services marketing: integrating customer focus across the firm (5th edn). New York: McGraw-Hill/Irwin.