William, P. and Naumann, E. (2011) Customer Satisfaction and Business Performance: A Firm-Level Analysis. Journal of Services Marketing, 25, 20-32.
 Ramanathan, U. and Ramanathan, R. (2011) Guest’s Perceptions on Factors Influencing Customer Loyalty an Analysis for UK Hotel. International Journal of Contemporary Hospitality Management, 23, 7-25.
 Dominici, G. and Guzzo, R. (2010) Customer Satisfaction in the Hotel Industry: A Case Study from Sicily. International Journal of Marketing Studies, 2, 3-12.
 Jones, T.O. and Sasser, W.E. (1995) Why Satisfied Customers Defect. Harvard Business Review, 73, 88-99.
 Binshan, L. and Charlotte, A.J. (1997) Some Issues in Conducting Customer Satisfaction Surveys. Journal of Marketing Practice, 3, 4-13.
 Ulwick, A.W. (2002) Turn Customer Input into Innovation. Harvard Business Review, 80, 91-97.
 Naik, C.N.K., Gantasala, S.B. and Prabhakar, G.V. (2010) Service Quality and Its Effect on Customer Satisfaction in Retailing. European Journal of Social Sciences, 16, pp. 239-251.
 Shahin, A. and Janatyan, N. (2011) Estimation of Customer Dissatisfaction Based on Service Quality Gap by Correlation and Regression Analysis in Travel Agency. International Journal of Business Management, 6, 99-108.
 Wiele, T., Boselie, P. and Hesselink, M. (2002) Empirical Evidence for the Relationship between Customer Satisfaction and Business Performance. Managing Service Quality, 12, pp. 184-193.
 Carrillat, F.A., Jaramillo, F. and Mulki, J.P. (2007) The Validity of the SERVQUAL and SERVPERF Scales: A Meta-Analytic View of 17 Years of Research across Five Continents. International Journal of Service Industry Management, 18, 472-490.
 Gronroos, C. (1984) A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18, 36-44.
 Garvin, D.A. (1983) Quality on the Line. Harvard Business Review, 61, 65-73.
 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985) A Conceptual Model of Sevice Quality and Its Implications for Future Research. Journal of Marketing, 49, 41-50.
 Hu, H.Y, Lee, Y.C. and Yen, T.M. (2010) Service Quality Gaps Analysis Based on Fuzzy Linguistic SERVQUAL with a Case Study in Hospital Out-Patient Services. The TQM Journal, 22, 499-515.
 Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) SERVQUAL: A Multi-Item Scale of Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64, 12-41.
 Parasuraman, A., Zeithaml, V. and Berry, L.L. (1991) Refinement and Reassessment of the SERVQUAL Scale. Journal of Retailing, 67, 420-450.
 Ladhari, R. (2008) Alternative Measures of Service Quality: A Review. Managing Service Quality, 18, 65-86.
 Carman, J.M. (1990) Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions. Journal of Retailing, 66, 33-55.
 Cronin, J.J. and Taylor, S.A. (1992) Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56, 55-68.
 Llosa, S., Chandon, J. and Orsingher, C. (1998) An Empirical Study of Servqual’s Dimensionality. The Service Industries Journal, 18, 16-44.
 Lee, Y.C., Yen, T.M. and Tsai, C.H. (2008) Modify IPA for Quality Improvement: Taguchi’s Signal-to-Noise Ratio Approach. The TQM Journal, 20, 488-501.
 Yang, C.C. (2003) Establishment and Applications of the Integrated Model of Service Quality Measurement. Managing Service Quality, 13, 310-324.
 Yang, C.C. (2005) The Refined Kano’s Model and Its Application. Total Quality Management & Business Excellence, 16, 1127-137.
 Yang, C.C., Jou, Y.T. and Cheng, L.Y. (2009) Using Integrated Quality Assessment for Hotel Service Quality. Quality and Quantity, 24, 349-364.
 Taguchi, G., Chowdhury, S. and Wu, Y. (2005) Taguchi’s Quality Engineering Handbook. John Wiley & Sons, Inc., Hoboken, 225-228.
 Taguchi, G. (1991) Taguchi Methods: Signal-to-Noise Ratio for Quality Evaluation. 1st Edition, American Suppliers Institute, Dearborn, 78-80.
 Peace, G.S. (1993) Taguchi Method: A Hands-On Approach. Addisson-Wesley Publishing Company, Massachusetts, 273-274.
 Taguchi, G. (1987) System of Experimental Design: Engineering Methods to Optimize Quality and Minimize Costs. 1st Edition, American Suppliers Institute, Dearborn, 653-655.
 Fowlkes, W.Y. and Creveling, C.M. (1995) Engineering Methods for Robust Product Design. First Printing, Addison-Wesley Publishing Company, Boston, 53-58.
 Joseph, V.R. and Wu, C.F.J. (2002) Operation Window Experiment: A Novel Approach to Quality Improvement. Journal of Quality Technology, 34, 345-354.
 Ottenbacher, M.C. and Harrington, R.J. (2010) Strategies for Achieving Success for Innovative versus Incremental New Service. Journal of Services Marketing, 24, 3-15.
 Pfeiffer, J. (1994) Competitive Advantage through People: Unleasing the Power of Work Force. Harvard Business School, Boston.
 Edgett, S. (1994) The Traits of Successful New Service Development. Journal of Services Marketing, 8, 40-49.
 Chebat, J.C. and Kollias, P. (2000) The Impact of Empowerment on Customer Contact Employees’ Roles in Service Organizations. Journal of Service Research, 3, 66-81.
 Lee, Y.C., Cheng, C.C. and Yen, T.M. (2009) Integrate Kano’s Model and IPA to Improve Order-Winner Criteria: A Study of Computer Industry. Journal of Applied Sciences, 9, 38-48.