References

Adcock, D., Bradfield, R., Halborg, A. and Ross, C. (1995) Marketing Principles and
Practice 2nd Edition London : Pitman

Bartol, K.M. and Martin, D.C. (1998) Management: International Edition 3rd Edition
Boston : Irwin McGraw Hill

Bateson, J.E.G. and Hoffman, K.D. (1999) Managing Services Marketing: Text and
Readings Fort Worth : Harcourt Brace College Publishers

658.8 B25 WEEKLY LOAN

Bowen, D. (2001) ‘Antecedents of consumer satisfaction and dis-satisfaction (CS/D)

on long haul inclusive tours – a reality check on theoretical considerations.’ Tourism
Management 22 2001 pp49-61
658.812 S22 WEEKLY LOAN
647.95 M10 WEEKLY LOAN
658.562 Q86 WEEKLY LOAN
658.406 D81 WEEKLY LOAN
658.5 W70 WEEKLY LOAN

Callan, R.J. (1998) ‘An attributional approach to hotel selection. Part 2: the
customers’ perceptions.’ Progress in Tourism and Hospitality Research vol 4 (1)
1998 pp67-84

Candido, C.J.F. and Morris, D.S. (2000) ‘Charting service quality gaps’ in Total
Quality Management, vol. 11 (4,5&6), 2000 ppS463-472 Proceedings of the 5th
World Congress for Total Quality Management

1
Cooper, C. (1995) ‘Barriers to the Delivery of Service Quality in Declining
Destinations’ in Teare, R. and Armistead, C. (1995) Services Management: New
Directions, New Perspectives London : Cassell

Cooper, C., Fletcher, J., Gilbert, D. and Wanhill, S.; Shepherd, R. (ed) (1998) Tourism
Principles and Practice 2nd Edition Harlow : Longman

Dale, B.G. (1994) Managing Quality 2nd Edition London : Prentice Hall
Farrell, A.M., Souchon, A.L. and Durden, G.R. (2001) ‘Service encounter
conceptualisation: employees’ service behaviours and customers’ service quality
perceptions.’ Journal of Marketing Management Vol 17 No 5-6 July 2001 pp577-593

Glynn, W.J., and Barnes, J.G. (eds) (1995) Understanding Services Management:
Integrating Marketing, Organisational Behaviour, Operations and Human Resource
Management Chichester : Wiley
658 U56 LONG LOAN

Hardie, N. (1998) ‘The Effects of Quality on Business Performance’ Quality

Management Journal vol 5 (3) 1998 pp65-83
http://www.umi.com/globalauto
http://global.umi.com/pqdweb?rqt=341

Holloway, J.C. and Robinson, C. (1995) Marketing for Tourism 3rd Edition
Harlow : Longman

Hope, C. and Muhlemann, A. (1997) Service Operations Management: strategy,

design and delivery London : Prentice Hall

658.5 H60 LONG LOAN

Jones, L. (2001) ‘Factors relating to employee perception of their leaders’

commitment to implement continuous quality improvement.’ Quality Management
Journal vol 8 (3) 2001 American Society for Quality

2
Kotler, P., Bowen, J. and Makens, J. (1999) Marketing for Hospitality and Tourism :
International Edition 2nd Edition New Jersey : Prentice Hall

La Lopa, J.M. (1999) ‘The Critical Role of Quality in the Tourism System’
Quality Progress August 1999 pp37-41 American Society for Quality

Lewis, B.R. (1995) ‘Customer Care in Services’ in Glynn and Barnes (1995)

Michalisin, M.D. and White, G.P. (2001) ‘An empirical study of the posturing-
implementation gap in quality management.’ Quality Management Journal
vol 8 (1) 2001 American Society for Quality

New Zealand Tourism Strategy Group (2000) New Zealand Tourism Strategy 2010

Nova Scotia Tourism Partnership Council (2001) Nova Scotia Integrated Tourism Plan
2002

O’Gorman, C. (2000) ‘Strategy and the Small Firm’ in Carter, S. and

Jones-Evans, D. (2000) Enterprise and Small Business London : Prentice Hall

Page, S.J., Brunt, P., Busby, G. and Connell, J. (2001) Tourism: a Modern Synthesis
London : Thomson Learning

Parasuraman, A. (1995) ‘Measuring and Monitoring Service Quality’ in Glynn

and Barnes (1995)

Parasuraman, A., Zeithaml, A., and Berry, L.L. (1985) ‘A Conceptual Model of
Service Quality and Its Implications for Future Research’ Journal of Marketing vol 49,
Fall 1985, pp41-50

3
Ryan, C. and Cliff, A. (1997) ‘Do Travel Agencies Measure Up to Customer
Expectation? An Empirical Investigation of Travel Agencies’ Service Quality as
Measured by SERVQUAL.’ Journal of Travel and Tourism Marketing
vol 6 (2) 1997 pp1-31

Saliba, M.T. and Fisher, C.M. (2000) ‘Managing Customer Value.’ in

Quality Progress June 2000 pp63-69 American Society for Quality

Straker, D. (2001) ‘What is Quality ?’ Quality World April 2001 pp 36-38

Institute of Quality Assurance

Taguchi (1986) cited in Dale, B.G. (1994) Managing Quality 2nd Edition
London : Prentice Hall

Vellas, F. and Becherel, L. (1999) The International Marketing of Travel and Tourism:
a strategic approach London : Macmillan

Visitscotland (September 2001) National Tourism Strategy Review: Analysis of

Feedback Edinburgh : George Street Research Limited

Woodruff, R.B. (1997) ‘Customer Value: The Next Source for Competitive
Advantage’ Journal of the Academy of Marketing Science
Vol 25, 1997 cited in Saliba and Fisher (2000)