| Tài liệu tham khảo |
Loại |
Chi tiết |
| (2001) "A holistic model for total quality service", International Journal of Service Industry Management, Vol. 12 Iss: 4, pp.378 – 412 [9] James A. Fitzsimmons & Mona J. Fitzsimmons (2001) ServiceManagement – Operations, Strategy, and Information Technology, 3 rd edn, McGraw-Hill, 2001, pp. 43-83 |
Sách, tạp chí |
| Tiêu đề: |
A holistic model for total quality service |
|
| [10] J. J. Cronin and S. A. Taylor (1992), Measuring service quality: a reexamination and extension, Journal of Marketing, vol. 56, July, pp.55-68 |
Sách, tạp chí |
| Tiêu đề: |
Measuring service quality: a reexamination and extension |
| Tác giả: |
J. J. Cronin and S. A. Taylor |
| Năm: |
1992 |
|
| [13] Lehtinen, U., Lehtinen, J.R (1982), “ Service Quaylity: A Study of Quality Dimensions.” Helsinki Service management Institute, working paper |
Sách, tạp chí |
| Tiêu đề: |
“ Service Quaylity: A Study of Quality Dimensions.” |
| Tác giả: |
Lehtinen, U., Lehtinen, J.R |
| Năm: |
1982 |
|
| [14] Lewis & Mitchell, ( 1994) “ Service Quality: Students’ assessment of banks and building societies” International Journal of Bank marketing, Volume 12, number 4, pp. 3-12 |
Sách, tạp chí |
| Tiêu đề: |
“ Service Quality: Students’ assessment of banks and building societies” |
|
| [15] Oliver, R.L.. ( 1997) Satisfaction: A Behavioral Perspective on the Consumer, NY, McGraw – Hill |
Sách, tạp chí |
| Tiêu đề: |
A Behavioral Perspective on "the Consumer |
|
| [16] Olson, Jerry C & Philip Dover(1979). Disconfirmation of Consumer Expectations Through Product Trial,” Journal of applied Psychology, 64(Arpil): 179 -189 |
Sách, tạp chí |
| Tiêu đề: |
Journal of applied Psychology |
| Tác giả: |
Olson, Jerry C & Philip Dover |
| Năm: |
1979 |
|
| [17] Parasuraman, V. A. Zeithaml, and L. L. Berry (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, vol. 49, 41–50 |
Sách, tạp chí |
| Tiêu đề: |
A conceptual model of service quality and its implications for future research |
| Tác giả: |
Parasuraman, V. A. Zeithaml, and L. L. Berry |
| Năm: |
1985 |
|
| [20] Rhian Silvestro, Robert Johnston, Lin Fitzgerald, Chris Voss, (1990) "Quality Measurement in Service Industries", International Journal of Service Industry Management, Vol. 1 Iss: 2, pp.54 – 66 |
Sách, tạp chí |
| Tiêu đề: |
Quality Measurement in Service Industries |
|
| [21] R.Lindstrom Jeasen ( 2009) “Delivering excellent service Quality in low cost aviation” M.S. Thesis of International Maketing Management, Copenhagen business School, Copenhagen, Denmark |
Sách, tạp chí |
| Tiêu đề: |
Delivering excellent service Quality in low cost aviation” M.S. "Thesis of International Maketing Management |
|
| [23] Tirimba O. Manani, Richard B. Nyaoga( 2013) “ Service Quality and Customer Satisfaction at Kenya Airways Ltd” |
Sách, tạp chí |
| Tiêu đề: |
“ Service Quality and Customer Satisfaction at Kenya Airways Ltd |
|
| [24] Tse và Wilton (1998) Tse, David K. and Peter c. Wilton (1988), " Models of Consumer Satisfaction Formation: An Extension", Journal of Marketing Research, Vol.25 (May): 204-212 |
Sách, tạp chí |
| Tiêu đề: |
Models of Consumer Satisfaction Formation: An Extension |
| Tác giả: |
Tse và Wilton (1998) Tse, David K. and Peter c. Wilton |
| Năm: |
1988 |
|
| [25] Vaishali.C Mahaja, Rau .S.S ( 2010)“ Customer satisfaction with domestic Airlines in India” National Journal on Advanced in computing and management, Vol.1, no.1, 53 -57 |
Sách, tạp chí |
| Tiêu đề: |
“ Customer satisfaction with domestic Airlines in India” |
|
| [26] Zeithaml, V.A., & Bitner, M.J, ( 2001), Services marketing: intergrating Customer Focus Across the Firms, McGraw Hill, BostonWebsite |
Sách, tạp chí |
| Tiêu đề: |
Services marketing: intergrating Customer Focus Across the Firms |
|
| [11] Kotler, P & Amstrong. G, Principles of marketing, 14 th edition, New Jersey: Pearson education |
Khác |
|
| [19] Philip Kotler, Marketing management, Millernium Edition, Custom edition for University of Phoenix, Pearson Custom Publishing |
Khác |
|
| [22] Spreng và Mackoy ( 1996) An empirical examination of a model of percieved service quality and satisfaction, Journal of Retailing, 72 (2), 15 -32 |
Khác |
|