BowenJ. T., & ChenS. L. (2001). The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management, 13(5), 213–217. doi: 10.1108/09596110110395893.
2.
CzarneckiM.T. (1999). Managing by measuring: how to improve your organization's performance through effective benchmarking. New York: AMACOM 1999.
ReynoldsD. (2004). An exploratory investigation of multiunit productivity assessment using data envelopment analysis. Journal of Travel & Tourism Marketing, 16(2–3), 19–26. doi: 10.1300/J073v16n02_02.
YasinM. M., & ZimmererT. W. (1995). The role of benchmarking in achieving continuous service.quality. International Journal of Contemporary Hospitality Management, 7(4), 27–32. Doi: 10.1108/09596119510083238.
