Page 188 - Sedmak, Gorazd, in Almir Peštek, ur. 2015. Strateški aspekti upravljanja turističkom destinacijom / Strateški aspekti upravljanja turistične destinacije. Sarajevo / Koper
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Kong: an application of SERVQUAL. Cornell Hotel and Restaurant
Administration Quarterly, 41(3), 86–96.
Jensen, Ø., & Hansen, K. V. (2007). Consumer values among restaurant
customers. International Journal of Hospitality Management, 26(3), 603–622.
Juwaheer, T. D. (2004). Exploring international tourists’ perceptions of hotel
operations by using a modified SERVQUAL approach – a case study of
Mauritius. Managing Service Quality, 14(5), 350–364.
Kim, W. G., Ng, C. Y. N., & Kim, Y. (2009). Influence of institutional
DINESERV on customer satisfaction, return intention, and word-of-mouth.
International Journal of Hospitality Management, 28(1), 10–17.
Kotler, P. (2004). Management trženja. 11. Izdaja. Ljubljana: GV založba.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Customer satisfaction
measurement at Post Denmark: Results of application of the European Customer
Satisfaction Index Methodology. Total Quality Management, 11(7), 1007–1015.
Kukanja, M. (2014). The quality of the dining experience – a literature overview.
Academica Turistica, 7(1), 47-60.
Langer, M. (1997). Service Quality in Tourism Frankfurt am Main: Peter Lang.
Lebe, S. S., Blažič, P., Bogataj, J., Klančnik, R., Milfelner, B., Mlekuž, Ž.,
Nemanič, J., idr. (2006). Strategija razvoja gastronomije Slovenije: priročnik za
ponudnike. Maribor: Center za interdisciplinarne in multidisciplinarne raziskave
in študije – Znanstveni inštitut za regionalni razvoj pri Univerzi v Mariboru.
Lin, S.P., Chan, Y.H., & Tsai, M.C. (2009). A transformation function
corresponding to IPA and gap analysis. Total Quality Management in Business
Excellence, 20(8), 829–846.
Longart, P. (2010). What drives word-of-mouth in restaurants? International
Journal of Contemporary Hospitality Management, 22(1), 121–128.
Meng, J. (Gloria), & Elliott, K. M. (2008). Predictors of relationship quality for luxury
restaurants. Journal of Retailing and Consumer Services, 15(6), 509–515.
Mosavi, S. A., & Ghaedi, M. (2012). The effects of relationship marketing on
relationship quality in luxury restaurants. African Journal of Business
Management, 6(19), 6090–6102.
Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand equity, brand loyalty and
consumer satisfaction. Annals of Tourism Research, 38(3), 1009–1030.
Namkung, Y., & Jang, S. (2007). Does Food Quality Really Matter in
Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions.
Journal of Hospitality in Tourism Research, 31(3), 387–409.
186
Administration Quarterly, 41(3), 86–96.
Jensen, Ø., & Hansen, K. V. (2007). Consumer values among restaurant
customers. International Journal of Hospitality Management, 26(3), 603–622.
Juwaheer, T. D. (2004). Exploring international tourists’ perceptions of hotel
operations by using a modified SERVQUAL approach – a case study of
Mauritius. Managing Service Quality, 14(5), 350–364.
Kim, W. G., Ng, C. Y. N., & Kim, Y. (2009). Influence of institutional
DINESERV on customer satisfaction, return intention, and word-of-mouth.
International Journal of Hospitality Management, 28(1), 10–17.
Kotler, P. (2004). Management trženja. 11. Izdaja. Ljubljana: GV založba.
Kristensen, K., Martensen, A., & Gronholdt, L. (2000). Customer satisfaction
measurement at Post Denmark: Results of application of the European Customer
Satisfaction Index Methodology. Total Quality Management, 11(7), 1007–1015.
Kukanja, M. (2014). The quality of the dining experience – a literature overview.
Academica Turistica, 7(1), 47-60.
Langer, M. (1997). Service Quality in Tourism Frankfurt am Main: Peter Lang.
Lebe, S. S., Blažič, P., Bogataj, J., Klančnik, R., Milfelner, B., Mlekuž, Ž.,
Nemanič, J., idr. (2006). Strategija razvoja gastronomije Slovenije: priročnik za
ponudnike. Maribor: Center za interdisciplinarne in multidisciplinarne raziskave
in študije – Znanstveni inštitut za regionalni razvoj pri Univerzi v Mariboru.
Lin, S.P., Chan, Y.H., & Tsai, M.C. (2009). A transformation function
corresponding to IPA and gap analysis. Total Quality Management in Business
Excellence, 20(8), 829–846.
Longart, P. (2010). What drives word-of-mouth in restaurants? International
Journal of Contemporary Hospitality Management, 22(1), 121–128.
Meng, J. (Gloria), & Elliott, K. M. (2008). Predictors of relationship quality for luxury
restaurants. Journal of Retailing and Consumer Services, 15(6), 509–515.
Mosavi, S. A., & Ghaedi, M. (2012). The effects of relationship marketing on
relationship quality in luxury restaurants. African Journal of Business
Management, 6(19), 6090–6102.
Nam, J., Ekinci, Y., & Whyatt, G. (2011). Brand equity, brand loyalty and
consumer satisfaction. Annals of Tourism Research, 38(3), 1009–1030.
Namkung, Y., & Jang, S. (2007). Does Food Quality Really Matter in
Restaurants? Its Impact on Customer Satisfaction and Behavioral Intentions.
Journal of Hospitality in Tourism Research, 31(3), 387–409.
186
