| A. BOOKS:
Heizer, J. (2001). Principles of operations management. Second Edition, New Jersey: Prentice Hall.
Hocut, D., Bowers E., & Donavan., H. (2009). Statistics for people who think they hate statistics. USA: 2nd Edition Sage Publications
Kelemen, M. L. (2008). Managing quality. USA: Sage Publications. Lovelock, C. (2010).Service marketing: technology, strategy.4th
Edition,New York: Prentice Hall.
McCullough, J., Berry, L., & Yadae, I., (2009). Market research in
practice: aguide to the basics. London: Kogan Page.
Noe, M. (2008). Management.3rd Edition. New York: Prentice Hall
International Editions
Northcraft, G. B. (2011). Organizational behavior: amanagement challenge, Second Edition, USA: Southwest Texas State University.
Palmer, A.(2009). Principles of services marketing. England: McGraw- Hill Book.
Schneider, B. & White S. S. (2011). Service quality: research perspectives.USA: Sage Publication.
Walker, J. R. (2011).The restaurant: from concept to operation.Sixth Edition.Singapore: John Wiley and Sons.
B. JOURNALS:
Al khattab, C. (2011). ―Customer satisfaction and its measurement in hospitality enterprises‖. International journal of contemporary hospitality management.11 (7): 326–33
Bahia, H. and Nantel, S. (2008). ―Measuring Customers Satisfaction: Survey design.‖Use and statistical analysis methods. Third edition. USA: Quality Press.
Beujean, A. & Madge, M. (2009). ―Determining customer satisfaction through perceived service quality: A study of Ethiopian mobile users.‖International journal of mobile marketing. Vol..4. Number 1; p.31-38.
Boulding, W; Kalra, A, Staelin, R and Zeithaml, V A (2009). ―A dynamic process model of service quality: from expectations to behavioral intentions,‖Journal of marketingresearch, 30(February), 7-27.
Brady, M. K., and Robertson, C. J. (2008). ―Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study.‖Journal of business research. 51(1), 53–60.
Caruana, A. (2008). ―Service loyalty: the effects of service quality and mediating role of customer satisfaction.‖European journal of marketing, 36(7/8), 811-828.
Coe, N. (2008). ̳A Cognitive Model of the Antecedents and Consequences of Satisfaction‘, Journal of Marketing.,pp.56
Czepiel, K. (2008). ̳The internal/external framework and service quality: Toward theory in services marketing‘, Journal of Marketing Management
Ananth. A., Rameh, R. and Prabaharan, B, (2011). ―Service Quality Gap
in Analysing Private Sector Banks a Customer.‖ Internationally
indexed journal,
. Vol. II..pp., 245-252
Anderson, E. W. and Sullivan, M. W, (2009). ―The antecedents and of
Customer satisfaction for firms.‖ Marketing science. 12, (Vol. 2),
pp.125-43.
Bitner, M. J., Booms, B. H., and Mohr, L. A., (2009). ―Critical Service
Encounters: The Employee Viewpoint.‖Journal of
marketing.58(4), pp.95–106
Bolton, R.N. & Drew, J.H, (2009). ―A longitudinal analysis of the impact of
service changes on customer attitude.‖ Journal of marketing. 55 ,
pp.1-9.
Boulding, W; Kalra, A, Staelin, R and Zeithaml, V A (2009). ―A dynamic process model of service quality: from expectations to behavioral intentions,‖Journal of marketingresearch, 30(February), 7-27.
Brady, M. K., and Robertson, C. J. (2008). ―Searching for a consensus on the antecedent role of service quality and satisfaction: An exploratory cross-national study.‖Journal of business research. 51(1), 53–60.
Caruana, A. (2008). ―Service loyalty: the effects of service quality and mediating role of customer satisfaction.‖European journal of marketing, 36(7/8), 811-828.
Coe, N. (2008). ̳A Cognitive Model of the Antecedents and Consequences of Satisfaction‘, Journal of Marketing.,pp.56
Czepiel, K. (2008). ̳The internal/external framework and service quality: Toward theory in services marketing‘, Journal of Marketing Management
Davis et al., (2008). ―SERVQUAL revisited: a critical review of service
quality.‖ Journal of services marketing. 6 (1), pp.62-81
Downwinds, T. (2010). ―Sustainable competitive advantage in service industries: A conceptual model and research proposition.‖Journal marketing. pp.83-99.
Green, L., Corshall. I., and Combre. E., (2009). ―Customer loyalty in the hotelindustry: the role of customer satisfaction and image.‖International journal of contemporary hospitality management, 12(6), 346-351.
Jaworski, B.J. (2009). ―Market orientation: the construct, research
proposition, and managerial implications.‖Journal of
marketing, pp., 1-18.
Jones, M.L (2008). ̳Putting the Service-Profit Chain to Work‘. Harvard Business Review, pp.,164-170.
Lee, H., Lee, Y. & Yoo, D. (2010). ―The determinants of perceived service quality and its relationship with satisfaction.‖Journal of service marketing.Vol.14, Number 3, p.217-231.
Lewis, R.C. and M. Nightingale. (2008). ―Targeting service to your customer‖.Cornell hotel and restaurant administration quarterly.32: pp.,18–27.
E. UNPUBLISHED THESIS:
Adoyo Dan Gil J., Guno Arianne G., Jumarang Rowena B., ―Catering business: a growing industry in Batangas City Philippines,‖ University of Batangas; Batangas City 2009.
Caraan Sarah P., Matira Christian C., ―Effects of service to the factors of job satisfaction of employees of restaurants in Batangas City Philippines,‖ University of Batangas; Batangas City. 2008.
Catapang, Rechelle. D., Cueto, Beverly G., Felipe, Juana Marie O., et al. ―The quality service of selected restaurants along Paseo Level of Robinsons Place, Lipa City, Philippines.‖University of Batangas; Batangas City. 2008.
Conti Jayson O., Mendoza Melissa M., Tolentino Mc Philip., et al. ―The strategies beyond the success of Jollibee Foods Corporation: taking the lead in fast food chains in Batangas City Philippines,‖ University of Batangas; Batangas City 2008.
Maligo K.D, Jores, J. B. Chua, Melanie M., et al. ―The effect of positive behaviour to customers satisfaction in selected fine dining restaurants in Batangas City, Philippines.‖ University of Batangas; Batangas City 2009.
Manalo May Ann C., Rodriguez, Jezzaley B., Ilagan, Noriel G., et al. ―Correlates on customer satisfaction at different fast food chains at Batangas City Philippines,‖ University of Batangas; Batangas City 2008.
Zamora, Mark Andrew M., Manongsong John Rafaelito D., and Landicho, Mark Gerald P., et al. ―The effects of entertainers in the sales of bars and restaurants in Batangas City as part of their marketing strategy.‖ University of Batangas; Batangas City 2008. |