Managing service quality

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JOURNALS		BOOKS
Abstracts of working papers in economics : the official journal of the AWPE database International journal of intelligent systems Journal of tourism and cultural change Journal of financial statement analysis Nonlinear analysis: real world applications Journal of comparative international management Pasos (Tenerife (Canary Islands)) Baltic journal of management HARA (Hales Corners, Wis.) Journal of service management Trade and development report Foodservice equipment & supplies UTMS journal of economics Journal of value inquiry Journal of real estate portfolio management Yugoslav Journal of Operations Research Tourism review of AIEST Research & practice in human resource management Tourism Journal of hospitality & tourism research (Washington, D.C.) Medical and veterinary entomology Journal of business market management Empowerment in organizations Ekonomski anali International journal of hospitality & tourism administration Decision sciences International journal of service industry management Hotels (Newton, Mass.) Journal of hospitality & leisure marketing Journal of service research : JSR Quarterly journal of business and economics Journal of performance management Schmalenbach business review Research in engineering design International journal of quality and service sciences Creativity and innovation management Vision (New Delhi, India) Mathematical programming People & strategy : journal of the Human Resource Planning Society Australian journal of entomology International journal of computer vision Lakes & reservoirs : research and management Chemosensory perception Coral reefs Journal of hospitality marketing & management Hospitality design International journal of quality science FEMS yeast research Frontiers of philosophy in China Fuzzy optimization and decision making Journal of services research Mountain research and development Journal of behavioral finance Journal of services marketing Tourism and hospitality research Cornell hospitality quarterly Journal of hospitality and tourism technology International journal of employment studies International Journal of Applied Economics & Finance IEEE transactions on systems, man, and cybernetics Journal of professional services marketing Real estate economics International journal of management reviews : IJMR Journal of human resources in hospitality & tourism Club industry Ekonomska misao i praksa Canadian investment review China journal (Canberra, A.C.T.) Judgment and decision making Management science and engineering International journal of tourism research Journal of business and economic studies (Fairfield, Conn.) Central European journal of operations research Compensation and benefits review Corporate meetings & incentives TQM journal Journal of quality assurance in hospitality & tourism Quality and reliability engineering international UNLV gaming research & review journal IOMA's report on compensation & benefits for law offices Business travel world (London, England) Restaurants & institutions (Chicago, Ill.) Singapore management review European journal of comparative economics : EJCE Journal of business and psychology Journal of quality management (Greenwich, Conn.) Commercial law bulletin (Chicago, Ill.) American business review Journal of financial management and analysis Training for quality Food service technology Lodging hospitality International journal of wine business research Journal of retail & leisure property Cambridge review of international affairs Scottish journal of political economy Financial management Financial world Total quality management Teaching business ethics (Dordrecht)		The Southwest Airlines way : using the power of relationships to achieve high performance (2005) / Gittell, Jody Hoffer International human resource management : managing people in a multinational context (5th ed, 2008) / Dowling, Peter Service operations management : improving service delivery (3rd ed, 2008) / Johnston, Robert Hospitality law : managing legal issues in the hospitality industry (3rd ed, 2009) / Barth, Stephen C. Hospitality strategic management ; concepts and cases (2nd ed, 2010) / Enz, Cathy A. The project workout : the ultimate handbook of project and programme management (4th ed, 2009) / Buttrick, Robert Customer relationship management : concepts and technologies (2nd ed, 2009) / Buttle, Francis Deregulation and competition : lessons from the airline industry (2007) / Sheth, Jagdish N. Global marketing management (5th ed, 2011) / Kotabe, Masaaki Tourism research methods : integrating theory with practice (2005) / Ritchie, Brent W. Strategic management in the hospitality industry (3rd ed, 2008) / Olsen, Michael D. Planning research in hospitality and tourism (2008) / Altinay, Levent Introduction to hospitality (5th ed, 2009) / Walker, John R. Financial analysis (2nd ed, 1995) / Rees, Bill Sustainability in the Hospitality Industry : principles of sustainable operations (2009) / Sloan, Philip Strategic operations management (2nd ed, 2005) / Brown, Steve Cultures and organizations : software of the mind : international cooperation and its importance for survival. (3rd ed, 2010) / Hofstede, Geert H. Customer experience management : a revolutionary approach to connecting with your customers (2003) / Schmitt, Bernd H. Basic strategy in context : European text and cases (2010) / Thomson, James Neil Developing successful sport marketing plans (2nd ed, 2005) / Stotlar, David Kent The practice of public relations (11th ed, 2011) / Seitel, Fraser P. Customer satisfaction : the customer experience through the customer's eyes (2007) / Hill, Nigel The tourist experience (2nd ed, 2002) / Ryan, Chris Service operations management : strategy, design, and delivery (1997) / Hope, Christine Managing front office operations (7th ed, 2005) / Kasavana, Michael L. The corporate social responsibility reader (2008) / Burchell, Jon Strategic market management (9th ed, 2011) / Aaker, David A. Accounting for managers : interpreting accounting information for decision-making (3rd ed, 2009) / Collier, Paul M. Research methods in business studies. Pervez Ghauri, Kjell Grønhaug. (4th ed, 2010) / Ghauri, Pervez N. Global marketing (5th ed, 2008) / Keegan, Warren J. Strategic project risk appraisal and management (2009) / Harris, Elaine International human resource management : policies and practices for multinational enterprises (3rd ed, 2009) / Briscoe, Dennis R. Successful direct marketing methods : interactive, database, and customer-based marketing for digital age (8th ed, 2008) / Stone, Bob Hotel management and operations. (4th ed, 2007) / Rutherford, Denney G. Accounting for managers (4th ed, 2008) / Abraham, Anne Services management : an integrated approach (2nd ed, 2003) / Looy, Bart van Implementing quality : a practical guide to tools and techniques (2004) / Basu, Ron Services management : the new paradigm in hospitality (2007) / Kandampully, Jay Marketing by menu (3rd ed, 1999) / Scanlon, Nancy Loman Accounting for managers (1994) / Glynn, John J. Accounting for non-accountants : a manual for managers and students (7th ed, 2008) / Mott, Graham Armstrong's handbook of human resource management practice (11th ed, 2009) / Armstrong, Michael Strategic human resource management (2nd ed, 2007) / Schuler, Randall S. Strategic marketing (9th ed, 2009) / Cravens, David W. Introduction to management in the hospitality industry (9th ed, 2009) / Barrows, Clayton W. Human resource management for the hospitality and tourism industries (2007) / Nickson, Dennis Researching and writing a dissertation : an essential guide for business students (3rd ed, 2010) / Fisher, C. M. Business research : a practical guide for undergraduate & postgraduate students (3rd ed, 2009) / Collis, Jill Hotel front office management (4th ed, 2007) / Bardi, James A. Contemporary direct marketing (2005) / Spiller, Lisa Consumer behavior : buying, having, and being (9th ed, 2011) / Solomon, Michael R. Hospitality 2010 : the future of hospitality and travel (2006) / Cetron, Marvin J. Human resource management for tourism, hospitality and leisure : an international perspective (2006) / Baum, Tom Strategic marketing : planning and control (3rd ed, 2008) / Drummond, Graeme Value-based marketing : marketing strategies for corporate growth and shareholder value (2000) / Doyle, P. International cases in tourism management (2003) / Horner, Susan Relationship marketing : exploring relational strategies in marketing (3rd ed, 2008) / Egan, John The practice of market research : an introduction (3rd ed, 2009) / McGivern, Yvonne Financial services marketing (2000) / Harrison, Tina Consumer behavior : buying, having, and being (8th ed, 2009) / Solomon, Michael R. Services marketing : integrating customer focus across the firm (5th ed, 2009) / Zeithaml, Valarie A. Customer relationship management : a databased approach (2006) / Kumar, V. Introduction to management in the hospitality industry (8th ed, 2006) / Powers, Thomas F. Global marketing : a decision-oriented approach (5th ed, 2011) / Hollensen, Svend Global business today (6th ed, 2009) / Hill, Charles W. L. Strategic corporate social responsibility : stakeholders in a global environment (2nd ed, 2011) / Werther, William B. Accounting : an introduction (5th ed, 2010) / McLaney, E. J. Contemporary strategy analysis : text and cases (7th ed, 2010) / Grant, Robert M. Business research methods : a practical approach (2009) / Cameron, Sheila Business research methods (2nd ed, 2008) / Blumberg, Boris Scoring points : how Tesco continues to win customer loyalty (2nd ed, 2007) / HUMBY, CLIVE Strategic marketing : creating competitive advantage (2010) / West, Douglas C. Developing hospitality properties and facilities (2nd ed, 2004) / Ransley, Josef Internet marketing : strategy, implementation and practice (4th ed, 2009) / Chaffey, Dave Research methodology : a step-by-step guide for beginners (3rd ed, 2011) / Kumar, Ranjit Strategy safari : the complete guide through the wilds of strategic management (2nd ed, 2009) / Mintzberg, Henry Consumer behavior and marketing strategy (8th ed, 2008) / Peter, J. Paul Supply chain logistics management (3rd ed, 2010) / Bowersox, Donald J. Case study research : design and methods (4th ed, 2009) / Yin, Robert K. Researching and writing dissertations : a complete guide for business and management students (2009) / Horn, Roy Consumer behaviour : a European perspective. (3rd ed, 2006) / Solomon, Michael R. Services marketing : integrating customer focus across the firm. (4th ed, 2006) / Zeithaml, Valarie A. Case studies in sport marketing (2003) / Pitts, Brenda G. Strategic management : awareness & change. (6th ed, 2010) / Thompson, John L. International human resource management : a critical text (2005) / Scullion, Hugh Service operations management : improving service delivery (2nd ed, 2005) / Johnston, Robert Managing change : a strategic approach to organizational dynamics (5th ed, 2009) / Burnes, Bernard The fifth discipline : the art and practice of the learning organization (2006) / Senge, Peter M. Accounting and finance for non-specialists (6th ed, 2008) / Atrill, Peter Doing business research : a guide to theory and practice (2008) / Lee, Nick International hospitality management : concepts and cases (2007) / Clarke, Alan Organizational behaviour / David A. Buchanan, Andrzej A. Huczynski. (7th ed, 2010) / Buchanan, David A. Strategic management : theory and application (2008) / Haberberg, Adrian Competitive advantage : creating and sustaining superior performance (2004) / Porter, Michael E. Hospitality marketing : an introduction (2004) / Bowie, David Research methods for business students (5th ed, 2009) / Saunders, Mark Reflective interviewing : a guide to theory and practice (2010) / Roulston, Kathryn Operations management (6th ed, 2010) / Slack, Nigel Marketing for hospitality and tourism (4th ed, 2006) / Kotler, Philip Emarketing excellence : the heart of ebusiness (2nd ed, 2005) / Smith, P. R.