Using Service Incidents to Identify Quality Improvement Points
Tóm tắt
Từ khóa
Tài liệu tham khảo
1.Parasuraman, A., Zeithaml, V.A. and Berry, L.L., “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of Marketing, Vol. 49 No. 4, Autumn 1985, pp. 41‐50.
2.Nightingale, M., “Defining Quality for a Quality Assurance Programme”, The Practice of Quality II, AVI, Connecticut, 1986, pp. 37‐53.
3.Bitner, M.J., Booms, B.H. and Tetreault, M.S., “The Service Encounter: Diagnosing Favourable and Unfavourable Incidents”, The Journal of Marketing, Vol. 54 No. 1, January 1990, pp. 71‐84.
4.Flanagan, J.C., “The Critical Incident Technique”, Psychological Bulletin, Vol. 51 No. 4, July 1954, pp. 327‐57.
5.Guerrier, Y., Kipps, M., Lockwood, A. and Sheppard, J., “Perceptions of Hygiene and Quality in Food Service Operations”, Progress in Tourism Recreation and Hospitality Management, Vol. 4, 1992, pp. 182‐94.
6.Lockwood, A., “Maintaining the Magic: Diagnosing Satisfying and Dissatisfying Service Encounters in Hotel Operations”, paper presented at Annual CHRIE Conference, Into the Magical Worlds of Hospitality and Tourism Education, Orlando, FL, 28 July‐1 August 1992.
7.Oakland, J.S., Total Quality Management, 2nd ed., Heinemann, Oxford, 1993.