Page 152 - تنظيم وإدارة المنشأت السياحية والفندقية 2023- 2024
P. 152
(52) EgyptAir Ground Services Company, Commitment to Quality,
Op. Cit, p. 1.
(56) Olsen, M. et al., Service Quality in Hospitality Organization,
Op. Cit., pp. 1, 9.
(57) Chappel, S., Hospitality and Emotional Labour in an
International Context, In: Human Resource Management
International Perspectives in Hospitality and Tourism, D`Annunzio-
Green, N. et al. (eds.), Thomson Learning, 2nd ed., UK, 2004, p.
226.
(55) Maxwell, G. and Quail, S., Human Resource Strategy and
Development for Quality Service in the International Hotel
Sector, Op. Cit., p. 94.
(59) Gabbott, M. and Hogg, G., Consumers and Services, Op. Cit., pp.
176- 177.
- Kotler P. et al., Marketing for Hospitality and Tourism, Op. Cit.,
pp. 418- 419.
(57) Kang, G. and James, J., Service Quality Dimensions: An
Examination of Gronroos’s Service Quality Model, Managing
Service Quality Journal, Emerald Group Publishing Limited, Vol.
14, No. 4, UK, 2004, pp. 266- 267.
(58) Hoyle, D., Automotive Quality Systems Handbook, Elsevier-
Butterworth& Heinemann, 2nd ed., USA, 2005, p. 16.
(59) Oakland, J., TQM: Text with Cases, Elsevier Inc.- Butterworth&
Heinemann, 3rd ed., USA, 2003, pp. 9- 10.
(63) Oakland, J. and Marosszeky, M., Total Quality in the
Construction Supply Chain, Elsevier Inc.- Butterworth&
Heinemann, USA, 2006, p. 11.
(61) Hoyle, D., Quality Management Essentials, Elsevier-
Butterworth& Heinemann, USA, 2007, p.18.
) عمي إب ارىيم داود نحو نموذج لتحديد محددات جودة أداء الخدمة مع التطبيق عممى62(
.68 ص، مرجع سبق ذكره،قطاع الفنادق الدرجة الأولى في جميورية مصر العربية
(63) Hoyle, D., ISO 9000 Quality Systems Handbook, Elsevier-
Butterworth& Heinemann, 5th ed., USA, 2005, pp. 7- 8.
(64) Hoyle, D., Quality Management Essentials, Op. Cit., p. 4.
(65) Bruhn, M. and Georgi, D., Service Marketing: Managing the
Service Value Chain, Op. Cit., pp. 50- 51.
858