References

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Bruhn, M. and D. Georgi, 2006. Services Marketing: Managing the Service Value Chain. Pearson Education Limited, London, UK.

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Curwin, J. and R. Slater, 2002. Quantitative Methods for Business Decision. 5th Edn., Thomson Learning, London, UK.

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Gilbert, D. and R.K.C. Wong, 2003. Passenger expectations and airline services: A Hong Kong based study. Tourism Manage., 24: 519-532.
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Guttman, A., 2000. From Ritual to Record. Columbia University Press, New York, USA.

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Lovelock, C.H. and L. Wright, 2002. Principles of Service Marketing and Management. 2nd Edn., Prentice Hall Inc., New Jersey, ISBN-10: 0130404675, Pages: 436.

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