| Tài liệu tham khảo |
Loại |
Chi tiết |
| 1.. Abraham Pizam, and Taylor Ellis (1999), “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, Vol.11 No.7, pp.326-339 |
Sách, tạp chí |
| Tiêu đề: |
Customer satisfaction and itsmeasurement in hospitality enterprises |
| Tác giả: |
Abraham Pizam, and Taylor Ellis |
| Năm: |
1999 |
|
| 2. Arash Shashin, “SERVQUAL and Model of Service Quality Gaps, A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services”. www.qmconf.com/Docs/0077.pdf |
Sách, tạp chí |
| Tiêu đề: |
SERVQUAL and Model of Service Quality Gaps, A Frameworkfor Determining and Prioritizing Critical Factors in Delivering QualityServices |
|
| 3. Parasuraman, A.V.A Zeithaml & Berry, LL (19998), “SERVQUAL: a multiple- item scale for measuring consumer perception of service quality”, Journal of Retailing, Vol.64 No.1, pp.12-37 |
Sách, tạp chí |
| Tiêu đề: |
SERVQUAL: a multiple-item scale for measuring consumer perception of service quality |
|
| 4. Cronin.J.J. & Taylor, S.A(1992). “Measuring Service Quality - A ReexaminationAnd Extension”. Journal of Marketing. Vol 56 July 1992 |
Sách, tạp chí |
| Tiêu đề: |
Measuring Service Quality - AReexaminationAnd Extension |
| Tác giả: |
Cronin.J.J. & Taylor, S.A |
| Năm: |
1992 |
|
| 7. King, Gerald (2000) “Causal Loop Diagramming of the Relationships among Customer Satisfaction, Customer Retention, and Profitability”.www.ftp.infomatik.rwth.aachen.de/Publications/CEUR-ws/vol-72/ |
Sách, tạp chí |
| Tiêu đề: |
Causal Loop Diagramming of the Relationships amongCustomer Satisfaction, Customer Retention, and Profitability |
|
| 8. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing vol.49 (Fall 1985), 41-50 |
Sách, tạp chí |
| Tiêu đề: |
A ConceptualModel of Service Quality and Its Implications for Future Research |
| Tác giả: |
Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry |
| Năm: |
1985 |
|
| 9. Parasuraman, A.V.A. Zeithaml, & Berry, L.L (1998), “SERVQUAL: A multiple- item scale for measuring consumer perception of service quality”, Journal of Retailing, Vol.64 No.1, pp.12-37 |
Sách, tạp chí |
| Tiêu đề: |
SERVQUAL: A multiple-item scale for measuring consumer perception of service quality |
| Tác giả: |
Parasuraman, A.V.A. Zeithaml, & Berry, L.L |
| Năm: |
1998 |
|
| 5. Joseph Juran & Frank Gryna; Armand Feigenbaum; American Society for Quality; Peter Senge at al. http://web2.concordia.ca/Quality/definitions.html |
Link |
|
| 6. Jones, T. O and W. Earl Sasser, 1995. Sasser, Is Customer Satisfaction an Indicator of Customer Loyalty |
Khác |
|