11.01.2013 Views

CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

CUSTOMER SATISFACTION TOWARDS SERVICE QUALITY OF ...

SHOW MORE
SHOW LESS

Create successful ePaper yourself

Turn your PDF publications into a flip-book with our unique Google optimized e-Paper software.

REFERENCES<br />

Asubonteng, P. Mccleary, K.J., & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service<br />

quality, The Journal of Services Marketing 10 (6), 62-81.<br />

Bardi, James A. (2003). Hotel Front Office Management. 3 rd ed. Printed in the United States of<br />

America.<br />

Best, J. W. (1977). Research in Education. 3 rd ed. Englewood Cliff, NJ: Prentice Hall, Inc.<br />

Binham, Philip., Ritta Lampola. & James Murray. (1982). Hotel English. Oxford: Pergamon Press.<br />

Blackwell, D. Roger, Miniard, W. Paul & Engel, F. James. (2001). Consumer behavior.<br />

9 th ed. New York: Harcourt College Publishers.<br />

Braham, Bruce. (1985). Hotel Front Office. Great Britain : Hutchinson & Co. (Publishers) Ltd.<br />

Brown, S.W. & Bond, E.U. III (1995). The internal/external framework and service quality: Toward<br />

theory in services marketing, Journal of Marketing Management, February, pp.25-39.<br />

Cadotte, E. R., Woodruff, R.B. & Jenkins, R.L. (1987). Expectations and norms in models of<br />

consumer satisfaction. Journal of Marketing Research. 24 (3) 305-314.<br />

Charoenpong, P. (2003). International Tourists� Satisfaction with the Quality of Service in<br />

Accommodation in Thailand. Dissertation (Population Education). Bangkok: Graduate School,<br />

Mahidol University.<br />

Churchill, G.A. & Suprenant, C. (1992) An Investigation into the Determinant of Customer Satisfaction.<br />

Journal of Marketing Research, Vol.19, pp.491-504.<br />

Czepiel, J. A., Solomon, M. R., Surprenant, C. F. & Gutman, E. G. (eds) (1985). The Service<br />

Encounter � Managing Employee / Customer Interaction in Service Businesses. Lexington, MA:<br />

Lexington Books.<br />

43

Hooray! Your file is uploaded and ready to be published.

Saved successfully!

Ooh no, something went wrong!