Beruflich Dokumente
Kultur Dokumente
1. Brogowicz, A.A., Delene, L.M. & Lyth, D.M. (1990) A Synthesised Service quality
Model with Managerial Implications, International Journal of Service Industry
Management, 1, pp. 27-45.
2. Brown, S.W. & Swartz, T.A. (1989) A gap analysis of professional service
quality, Journal of Marketing, 53, pp. 92-98.
13. Kotter, John P. "Winning at Change" Leader to Leader. 10 (Fall 1998): 27-33.
14. Lawrence, P.R and Lorch, J.W. (1967) Organization and Environment-Managing
Differentiation and Integration, Boston, Harvard University
16. Lovelock, C.H. (1992) A basic toolkit for service managers. In: C.H. LOVEOCK
(Ed.) Managing Services-Marketing, Operations, and Human Resources (New
Jersey, Prentice-Hall), pp. 17-30.
17. McCluskey, Marc. "How Mature is Your Service Operation?" Supply Chain
Management Review 8, no. 5 (2004): 17–20.
19. Norman, R. & Ramirez, R. (1993) From value chain to value constellation:
designing interactive strategy, Harvard Business Review, 71, pp. 65-77.
20. Schmenner, Roger W. "How Can Service Businesses Survive and Prosper. "Sloan
Management Review, Spring 1986, 21–32.
21. Schmenner, Roger W. "How Can Service Businesses Survive and Prosper?" Sloan
Management Review, Spring 1986, 21–32.
24. Parasuraman, A., Zeithaml, V.A. & Berry, L.L, L.L (1985) A conceptual model of
service quality and its implications for future research, Journal of Marketing,
49, pp. 41-50.
25. Parasuraman, A., Zeithaml, V.A. & Berry, L.L (1991) Refinement and
reassessment of the SERVQUAL scale, Journal of Retailing, 67, pp. 420-450.
26. Rosnder, A.C. (1989) The Quest for Quality in Services, New York, American
Society for Quality Control
27. Shotstack, G.L. (1984) Designing services that deliver, Harvard Business
Review, 62, pp. 13-139.
28. Zeithaml, V., Berry, L.L & Parasuraman, A. (1988) Communication and control
processes in the delivery of service quality, Journal of Marketing, 52, pp. 35-
48.
29. Zemke, R. & Schaaf, D. (1989) The Service Edge-101 Companies that Profit
from Customer Care (New York, NAL Books).
31. Zeithaml. V., Parasuraman, A., and Berry, L. (1990) Delivering Quality Service:
Balancing Customer Perceptions and Expectations. New York: The Free Press.
33. http://www.insight-mss.com/_whitepapers/?file=CapacityArticle020703.htm
34. http://www.smthacker.co.uk/capacity_management.htm
36. http://www.wikipedia.com