BIBLIOGRAPHY/

REFERENCES & SOURCES

 194

BIBLIOGRAPHY/ REFERENCES/SOURCES

Alex M. Susskind, (2002), “I told you so!: Restaurant Customers’ World-of-mouth

Communication Patterns”, Cornell Hotel and Restaurant Administration quarterly

Apr2002, V ol -43,No.2.

Alok Goel and Seema Reum, “ Service Quality Measurement and Customer

Satisfaction in Indian Hotel Industry”, International Business, 2010, Vol. 6, Issue 6,

p. 33

Amy Wong Ooi Mei, Alison M. Dean, Christopher J. White (1999), “Analysing service

quality in the hospitality industry” Managing Service Quality, Volume:9, Issue:2, pp.136-

143.

Amy Wog, Liaxi Zhou, “Determinants and Outcomes of Relationship Quality: A

Conceptual Model and Empirical Investigation” Journal of Retail & Distribution

Management, 2006, Vol.34, Issue: 4/5, p.290.

Ananth M.(1998), . Marketplace lodging needs of mature travellers. The Cornell

Hotel and Restaurant Administration Quarterly, 33 (4): 12–24.

Assael, H. 1987. Consumer Behaviour and Marketing Action, 3rd ed., PWS-Kent,

Boston.

Balunywa (1995), management of employees in an organization, 2 nd edition journal

publication pp3-6.
 195

Bailey et al., (1983); Karen (2001), Shi et al (2005), A Multistage Model of

Customers Assessments of Service Quality and Value. Journal of Consumer

Research, 14(4): 375-385.

Beerli, A, & Martín, D. J. (2004). Factors influencing destination image. Annals of

Tourism Research, 31(3), 657-681. Retrieved April 2, 2008, from Emerald database.

Berkman, H.W. & Gilson, C. (1986). Consumer Behavior: Concepts and Strategies,

3rd ed., Kent, Boston.

Bitner, M.J. (1990). Evaluating Service Encounters: The Effects of Physical

Surroundings and Employee Responses. Journal of Marketing 14(2): 69-82.

Bitner, M.J. Booms, B.H. & Mohr, L.A. (1994). Critical Service Encounters: The

Employee Viewpoint. Journal of Marketing 14(4): 95-106.

Butcher, K. (2005). Differential Impact of Social Influence in the Hospitality

Encounter. International Journal of Contemporary Hospitality Management,

14(2):125-135.

Chen, J. & Hsu, H. C. (2000). Measurement of Korean tourists’ perceived images of

overseas destinations. Journal of Travel Research, 38(May 2000), 411-416. Retrieved

April 2, 2008, from Sage database.

Chen, C. F., & Tsai, D. (2007). How destination image and evaluative factors affect

behavioral intentions? Tourism Management, 28(4), 1115-1122. Retrieved April 2,

2008, from Emerald database.

 196

Churchill, G.A & Surprenant, C. (1982). An investigation into the Determinants of

Consumer Satisfaction. Journal of Marketing Research, 14(4): 491-504.

Cronin, J.J. Brady, M.K. & Hult, G. (2000). Assessing the Effects of Quality,

Value, and Customer Satisfaction on Consumer Behavioral Intensions in Service

Environments. Journal of Retailing, 14(2): 193-218.

Davidow & uttal (2006) “The Effects of Atmospheric Elements on Customer

Impression: The Case of Hotel Lobbies”. International Journal of Contemporary

Hospitality Management 18(7), 534-545.

David A. Garvin (2003), Managing Quality, The free press, New York, 1988.

Dale. G., (1994) “ Managing quality 2nd edition ,New York, London, Prentice-Hail

Davis and Stone (1985 ), “Rethinking Service Recovery Strategies”, Journal of

Service Research, 14(2): 193-207.

Douglas & connor. (1997). Customer satisfaction and service quality: a critical

review of the literature and research implications for the hospitality industry.

Hospitality Research Journal, 20 (3): 35–64.

Douglas & connor. (2003). Total Quality Management and Business Excellence in

Services :The implications of All –Inclusive Pricing System on Internal and External

Customer Satisfaction in the Turkish Tourism Market, Total Quality Management,

14(7): 857-877.
 197

Drunker (1994), customer creation, 2nd edition, international journal of logistics

management.

Edwin N. Torres and Sheryl Kline (2006). “From satisfaction to delight: A model

for the hotel industry”. International Journal of Contemporary Hospitality

Management. Vol.18 No.4, 2006.

Ekinci, Y. Riley, M. & Fife-Schaw, C. 1998. “Which school of thought? The

dimensions of resort hotel quality”, International Journal of Contemporary Hospitality

Management, 14(2): 63-97.

Fen & Lian (2005), “Measuring service quality in the travel and tourism industry”,

Journal of Travel Research, 14(2): 2-9.

Gabbie, Olive, O’Neill, Martin, A. (1996), “SERVQUAL and the Northern Ireland

hotel sector: A comparative analysis – Part I. Managing Service Quality. Beford:

Vol 6, Issue 6 .

Garvin (1984), “Measuring quality in restaurant operations: an application of the

SERVQUAL instrument”, International Journal of Hospitality Management, 14(4):

293-310

Gilbert et al.( 2006). A cross-industry comparison of Customer Satisfaction. Journal

of Services Marketing, 14(5): 298-308

 198

Gobbott Mark, Gillian Hogg, (2000), “An empirical investigation of the impact of non-

verbal communication on service evaluation” European Journal of Marketing, Volume:34,

Issue:3/4, pp.384-398. to Your Service. Chicago, IL: American Marketing Association

Grigoroudis, E & Siskos, Y (2009). Customer Satisfaction Evaluation: Methods for

Measuring and Implementing Service Quality. Springer.

Gronoos, C. (1982). Service management and marketing: managing the moments of

truth in service competition. Lexington Books, USA.

Gummesson, E. & Gronroos, C. 1988. Quality of services: lessons from the product

sector. In C. Suprenant (Ed.), Add Value.

Hadyn Ingram, George Daskalakis (1999), “Measuring quality gaps in hotels: the

case of Crete,” International journal of Contemporary Hospitality Management,

Volume 11 No.1, pp.24-30.

Halil Nadiri, Kashif Hussain, “Diagnosing the zone of tolerance for hotel services”,

‘Managing Service Quality’ Jun 2005, Vol: 15 Issue: 3 pp.259-277.

Hasker otal (1994), benefits of customer care, 3rd edition, Prince publication.

Hayes, B.E. 1997. Measuring Customer Satisfaction: Survey Design, Use, and

Statistical Analysis Methods, 2 Ed. ASQ Quality Press, Milwaukee, WI

Hayes B. E. (2008). Measuring Customer Satisfaction and Loyalty, 3rd edition, ASQ

Quality Press, Milwaukee, USA.

 199

Henderson, C. (1992). “Turning into Ritz philosophy”, Managing Service Quality,

14(3): 385-389.

Hernon.p & Whitwan J.R (2001), Understanding customer satisfaction delivering

satisfaction and service quality: A customer-based approach for libraries. American

Library Associations.

John W. O’Neill and Qu Xiao (2006), “The Role of Brand Affiliation in Hotel

Market Value”, Cornell Hotel and Restaurant Administration Quarterly, 2006;

Vol.47,No.3.

Karnikeya Budhwar (2004), “Independent Restaurants in the Delhi/Gurgaon

Region: An Analysis of the Gap between Management Perceptions and Customer

Expectations”, Journal of Services Research, Vol.4, No.2 (Oct 2004- Mar2005).

Kandampully, J. A. (2007). Services management: The new paradigm in hospitality

Upper Saddle River, NJ: Pearson Prentice Hall.

Khaldoon Nusair, Hae Jin Yoon, Sandra Naipaul, &Parsa H.G. (2010). Effect of

Price Discount Frames and Price Discount Levels on Consumers’ Perceptions.

International Journal of Contemporary Hospitality Management. Vol. 22(9)

Kivela J, Reece J & Inbakaran R. 1999. Consumer research in the restaurant

environment. Part 2: Research design and analytical methods. International journal of

cotemporary Hospitality management, 11 (6):269-286.

 200

Knutson, (1998 “Ten laws of customer satisfaction”, Cornell Hotel and Restaurant

Quarterly, 14(3): 14-17.

Kotler P., Bowen J.T., & Makens J.C. (2010). Marketing for Hospitality and

Tourism 5th edition, Pearson Perspectives, Irwin, Homewood, IL.

Kumar et al,( 2009) Perceived service quality as a customer- based performance

measure: an empirical examination of organizational barriers using an extended

service quality model. Human Resource Management 30 (3), 335-364.

Lee et al (2000) , A Dynamic model of the Duration of the Customer’s Relationship

with a Continuous Service Provider. Marketing Science, 14(1): 45- 66.

Liu (2000), “ Customer satisfaction in the service sector”: International Journal of

Quality and Reliability management, 14 (6), 582- 583.

Lovaglio, P.G. (2001), “The Estimate of Customer Satisfaction” Working

Paper:Department of statistics, University of Milano.

Magi & julander (2009) ; Consumer perceptions of service quality: an assessment of

the SERVQUAL dimensions; Journal of Retailing, Volume 66, Issue 1, Pages 33-55

Mbonigaba (1995), need to make customer satisfaction, 2nd edition, marketing

management.

Mimit Chowdhary, Monika Prakash, “Prioritizing service quality dimensions”, Managing

Service Quality, 2007, Vol17, Issue:5, pp.493-509

 201

Mohsin, Asad, Ryan, & Chris, (2005). Service Quality Assessment of 4-star Hotels

in Darwin, Northern Territory, Australia. Journal of Hospitality and Tourism

Management. April 01. 2005.

Naurmann, E. 1995. Customer Satisfaction Measurement and Management: Using

the Voice of the Customer, Thomson Executive Press, Cincinnati, OH.

Naurmann. (1997). Customer satisfaction and service quality: a critical review of the

literature and research implications for the hospitality industry. Hospitality Research

Journal, 20 (3): 35–64.

Negi. (2009) “Developing and Managing the Customer Service function in the service

sector”, Lexington Books, Lexington, MA, 265-280

Ngahu (2001) Factors of business success and growth, business review 2 nd editor

PP212-215.

Nightingale, M. (1985), “The hospitality industry: defining quality for a quality

assurance program- a study of perceptions, The Service Industries Journal, Vol.5

No.1,pp.9-22.

Nyeck, Morales, Ladhari (2002), Service Quality Models: a review International

Journal of Quality and Reliability Management 22(9) ,913-949.

O’Fallon, M.J., and Rutherford, D.G. (2010). Hotel Management and Operations.

New York: John Wiley and Sons. p 173.

 202

Ofer H. Azar, “Incentives and Service Quality in the Restaurant Industry: The

Tipping – Service Puzzle”, Working Paper, Department of Business Administration,

Ben-Gurion University of Nagev.

Oliver, R.L. 1993. Cognitive, Affective, and Attribute Bases of Satisfaction

Response. Journal of Consumer Research, 14(20): 418-430.

Oliver, R.L. 1997. Emotional expression in the satisfaction response. In Satisfaction:

A Behavioral Perspective on the Consumer: Boston, M.A.: Irwin- McGraw-Hill. 291-

325.

Oliver, R.L. Rust, R.T. & Varki, S. 1997. Customer Delight: Foundations, Findings,

and Managerial Insight. Journal of Retailing, 14(73): 311-336.

Parasuram A.Zeitaml VA & Berry LL.A conceptual Model of service quality and its

implications for future research. Journal of marketing, Fall: 41-50

Parasuraman, A. Zeithaml, V.A. & Berry, L.L. 1985. “A conceptual model of

service quality and its implications for future research”, Journal of Marketing, 14(49):

41-50.

Parasuraman, A., Zeithaml, V. and Berry, L.; 1988; SERVQUAL: A multiple-

item scale for measuring consumer perceptions of service quality; Journal of

Retailing, Volume 64, Issue 1, Pages 12-40

Parasuraman (1995), “Service quality and productivity: a synergistic perspective”

Managing Service Quality, 2002, Volume:12, Issue:1, pp.6-9.

 203

Parasuraman, Valarie A.Zeithaml, and Leonard L.Berry, “A Conceptual model

of service quality an its implications for future research, “Journal of Marketing (Fall

1985).44)

Peter Jones & Andrew Lockwood, (2002). The Management of Hotel Operations.

Cengage Learning EMEA.

Peter, P.J. & Olson, J.C. 1987. Consumer Behavior: Marketing Strategy

Perspectives, Irwin, Homewood, IL.

Peter Jones & Michael Dent (1994). Improving Service: Managing Response Time

in Hospitality Operations. International Journal of Operations & Production

Management. Vol 14 (5).

Phillip Kotler (1995) Conceptual framework for customer services philosophy,2nd

edition, Prince hall.

Pizam, A. & Ellis, T. 1999. Customer Satisfaction and its measurement in

hospitality enterprises: International Journal of Contemporary Hospitality

Management, 14(7): 326-339.

Purushottaman (2009) , “ The Trends of the Hospitality industry with special

importance - Chennai Hospitality industry outlook for 2012-2013.

RATER MODEL – Service Quality dimensions 2010- “ New tools for achieving

service quality”, Journal of operation management vol.21, pp 109-120.

 204

Reginald M. Peyton, Sarah Pitts,and Rob H. Kamery (2003), “Consumer

Satisfaction/ Dissatisfaction (CS/D): A Review of the Literature Prior to the 1990s”,

Allied Academies International Conference: Working Paper.

Reisig Michael.D , Chandek (2001), “The Effects of expectancy disconfirmation on

outcome satisfaction in service sectors”, International Journal of Hospitality Industry

24(1):88-99.

Reuland, R. Coudrey, J. & Fagel, A. 1985. “Research in the field of hospitality”,

International Journal of Hospitality Management, 14(4): 141-146.

Riadh Ladhari, “Alternative measures of service quality: a review” Managing Service

Quality, 2008, Volume: 18, Issue:1 pp.65-86.

Rizaldi, D. and Wijaya E.S. (2006), “Analysis of Five SERVQUAL Dimensions

through Disconfirmation Theory Approach to Establish a Level of Customer

Satisfaction at Indrapuyra Restaurant, Netherlands”, Thesis; Petra Christian

University Library, The Netherlands.

Sachin Gupta, Edward McLaughlin, & Miguel Gomez (2007), “Guest Satisfaction

and Restaurant Performance. (Analysis of Restaurant Management),” Cornell hotel &

Restaurant administration quarterly – Aug-2007.

Saleh, F.and Ryan C. (1991),“Analyzing service quality in the hospitality industry

using the SERVQUAL model”,The Service Industries Journal,Vol.11 No.3,pp324- 43

 205

Santon (1999), “Expectations, performance evaluation and Consumers’ perceptions

of Quality” , Journal of Marketing 57 (4): 18-35.

Sam Walton (1918), “Conceptualizing measuring and managing customer – based

brand equity” , Journal of Hospitality Management 57 (1) 1-22.

Saravana & Rao (2007), Delivering quality services of hotel industry in Penang.

Unpublished MBA Thesis, School of Management, Universiti Sains Malaysia,

Penang. publication.

Siddik, M.Z. (1996), Delivering quality services of hotel industry in Penang.

Unpublished MBA Thesis, School of Management, University Sains Malaysia,

Penang

Simon and Homburg (eds), 1998. Customer satisfaction. Wiesbaden. p. 33-55.

Sureshchandar, G.S.; Rajendran, C. and Kamalanabhan, T.J. (2001). Customer

Perceptions of service Quality; A Critique. Total Quality Management, 12(1),pp. 111-

124.

Solomon, Suprenant and Gutmann (1985),“Value segmentation of tourists

expectations of service quality”, Journal of Travel and Tourism Marketing,

14(4): 23-38.

Tat Y. Choi and Raymond Chu (2000). “Levels of satisfaction among Asian and

Western travellers”, The International Journal of Quality & Reliability Management.

Bradford: 2000, Vol -17,Issue.2.

 206

Thomas, Dan R.E., “Strategy is different in service business”, Harvard Business

Review, 1978, Vol. 56, Issue4, pp 158-165.

Vavra, T.G. 1997. Improving Your Measurements of Customer Satisfaction: A guide

to creating, conducting, analyzing and reporting Customer Satisfaction Measurement

Programs, ASQ Quality Press.

Vijayadurai, J. (2008). Service Quality, Customer Satisfaction and Behavioural

Intention in Hotel Industry. Journal of Marketing & Communication, 3(3): 14-26.

William E Jackson IIIÏ Prushottaman Nandakumar, leda V Roth, “Market

structure, consumer banking. optimal level of service quality”, Review of Financial

Economics, 2003, Vol.12, Issue:1, pp.49-62..

Wenjing Shang & Neal H. Hooker (2006), “Scales or Stars? Consumer Preferences

for Food Quality Signals.” Working Paper: American Agricultural Economics

Association Annual Meeting: July 23-26, 2006.

Woods, R.H. (1990). “When servers meet the customers”, Hospitality

ResearchJournal, 14(14): 35-42.

World Tourism Organisation (WTO). (1985). Identification and Evaluation of

those Components of Tourism Services which have a Bearing on Tourists Satisfaction

and which can be Regulated, and State Measure to Ensure Adequate Quality of

Tourism Services, World Tourism Organization, Madrid.

 207

Yin96. The impact of Total Quality Management on firms responsiveness: an

empirical, analysis, Total Quality Management, 14(7):127- 144.

Zeithmal, Valarie a, Berry, Leonard L, Parasuraman, A, “The nature and

determinants of customer expectations of service” Academy of Marketing Science,

1993, Vol.69, Issue:1, pp. 420-415.

Zike (2001), what makes accompany excellent, 1st edition, Journal of business

logistics.

Zeithaml, V.A. and Bitner, M. J. (1996), Services Marketing, McGraw-Hill

International Editions, New York, NY. Finnish Tourist Board report. 2010. Russia.

Zeithaml, V.A., Parasuraman,A. and Berry.L.L.(1990),Delivering Quality Service:

Balancing Consumer Perceptions and Expectations, The Free Press,New York.

Zemice and Albrecht (2005) , “A positioning & Strategy for a tourist destination

based on analysis of customers’ perceptions and satisfactions. Marketing Intelligence

and Planning , Vol 23 No.2, pp 173 -188.

 208

Websites

www. prlog.org

www. icra.in/files/Articles/Indian% 20 Hotels

www.cii.in

http://en.wikipedia.org/wiki/ chennai

https:// www.hotelnewsnow.com/ articles

On line Journal of FHRAI Indian Hotel Industry 2010

www.fhrai.com ( FHRAI-HVS Survey Report 2008)

www.ijrcm.com

Hospitality value service (HVS) on line Journal www.hvs.com

www.info.com/Hospitality 2010

www.equity master.com / Indian Hotel industry report

hospitalityindia .com