Service Quality Enhancement Tool - References

References

Beeton, S. & Graetz, B. (2001). ‘Small Business – Small Minded? Training attitudes and needs of the tourism and hospitality industry’, The International Journal of Tourism Research, 3(2): 105-113.

Bitner, M. (1990). ‘Evaluating service encounters: the effects of physical surroundings and employee responses’, Journal of Marketing, 54: 69-81.

Devins, D., Johnson, S. & Sutherland, J. (2004). ‘Employer characteristics and employee training outcomes in UK SMEs: a multivariate analysis’, Journal of Small Business and Enterprise Development, 11(4): 449-457.

Down, S. (1999). ‘Owner-manager learning in small firms’, Journal of Small Business and Enterprise Development, (3): 267-280.

Greenbank, P. (2000). ‘Training micro-business owner-managers: a challenge to current approaches’, Journal of European Industrial Training, 24(7): 403-411.

Jameson, S.M. (2000). ‘Recruitment and training in small firms’, Journal of European Industrial Training, 24(1): 43.

Jarvis, R., Curran, J., Kitching, J. & Lightfoot, G. (2000). ‘The use of quantitative and qualitative criteria in the measurement of performance in small firms’, Journal of Small Business and Enterprise Development, 7(2): 123-134.

Johnson, S. (2002). ‘Lifelong learning and SMEs: issues for research and policy’, Journal of Small Business and Enterprise Development, 9(3): 285-295.

Lashley, C. & Rowson, B. (2003). ‘Divided by a common business? Franchisor and Franchisee relationships in the pub sector’, Strategic Change, 12(5): 273-285.

Matlay, H. (2004). ‘Contemporary training initiatives in Britain: a small business perspective’, Journal of Small Business and Enterprise Development, 11(4): 504-513.

McColl-Kennedy, J.R. & Sparks, B.A. (2003). ‘Application of Fairness Theory to service failures and service recovery’, Journal of Service Research, 5: 251-266.

Morrison, A. & Bergin-Seers, S. (2002). ‘Pro-growth small businesses: learning “architecture”’, Journal of Management Development, 21(5): 388-400.

Morrison, A. & Teixeira, R. (2004). ‘Small business performance: a tourism sector focus’, Journal of Small Business and Enterprise Development, 11(2): 166-173.

Parasuraman, A., Zeithaml, V. & Berry, L. (1985). ‘A Conceptual Model of Service Quality and its implications for future research’, Journal of Marketing, 49: 41-50.

Patton, D. & Marlow, S. (2002). ‘The determinants of management training within smaller firms in the UK. What role does strategy play?’, Journal of Small Business and Enterprise Development, 9(3): 260-270.

Reid, R.S. & Adams, J.S. (2001). ‘Human resource management – a survey of practices within family and non-family firms’, Journal of European Industrial Training, 25(6): 310-320.

Sargeant, A. (1996). ‘Training for growth: how can education providers assist in the development of small businesses?’, Industrial and Commercial Training, 28(2): 3-10.

Sparks, B.A. & McColl-Kennedy, J.R. (2001). ‘Justice Theory options for increased customer satisfaction in a service recovery setting’, Journal of Business Research, 54: 209-218.

Taylor, J. & McAdam, R. (2003). ‘A longitudinal study of business improvement models: cross purposes or congruity?’, Managing Service Quality, 13(5): 382-398.

Thomson, A. & Gray, C. (1999). ‘Determinants of management development in small businesses’, Journal of Small Business and Enterprise Development, 6(2): 113-127.

Westhead, P. & Storey, D. (1996). ‘Management training and small firm performance: Why is the link so weak?’, International Small Business Journal, 14(4): 13-24.