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‫هوامش الفصل الخامس‬

(1) Olsen, M. et al., Service Quality in Hospitality Organization, Op. Cit., pp. 1,
9.

(2) 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.

(3) Maxwell, G. and Quail, S., Human Resource Strategy and Development for
Quality Service in the International Hotel Sector, Op. Cit., p. 94.

(4) 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.

(5) 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.

(6) Hoyle, D., Automotive Quality Systems Handbook, Elsevier- Butterworth&
Heinemann, 2nd ed., USA, 2005, p. 16.

(7) Oakland, J., TQM: Text with Cases, Elsevier Inc.- Butterworth& Heinemann,
3rd ed., USA, 2003, pp. 9- 10.

(8) Oakland, J. and Marosszeky, M., Total Quality in the Construction Supply
Chain, Elsevier Inc.- Butterworth& Heinemann, USA, 2006, p. 11.

(9) Hoyle, D., Quality Management Essentials, Elsevier- Butterworth&
Heinemann, USA, 2007, p.18.

‫ ن حو ن موذج لتحديدد ح حداا ووا داا الدد ح حدا التيق يع ى لق ا ي ا الادد ا‬،‫) ع لي إ براهيم داود‬10(
.11 ‫ ص‬،‫ مرجع سبق ذكره‬، ‫الدرو الأولق في ومهوري حصر العربي‬

(11) Chappel, S., Hospitality and Emotional Labour in an International Context,
Op. Cit., p. 226.

(12) Hoyle, D., ISO 9000 Quality Systems Handbook, Elsevier- Butterworth&
Heinemann, 5th ed., USA, 2005, pp. 7- 8.

(13) Hoyle, D., Quality Management Essentials, Op. Cit., p. 4.
(14) Bruhn, M. and Georgi, D., Service Marketing: Managing the Service Value

Chain, Op. Cit., pp. 50- 51.
(15) Bruhn, M. and Georgi, D., Service Marketing: Managing the Service Value

Chain, Op. Cit., p.51.
(16) Chappel, S., Hospitality and Emotional Labour in an International Context,

Op. Cit., p. 226.
(17) Fitzsimmons, J. and Fitzsimmons, M., Service Management: Operations,

Strategy, Information, Technology, Op. Cit., p. 129.
(18) Gabbott, M. and Hogg, G., Consumers and Services, Op. Cit., p. 111.

- Lovelock, C. and Wirtz, J., Service Marketing People, Technology, Strategy,
Op. Cit., pp. 83, 421.

(19) Powers, H., Marketing Hospitality, John Willey& Sons, Inc., 2nd ed., Canada,
1997, p. 180.

- Gabbott, M. and Hogg, G., Consumers and Services, Op. Cit., pp. 111, 177.
(20) Burch, E. et al., Exploring SERVPERF: An Empirical Investigation of the

Importance-Performance, Service Quality Relationship in the Uniform

011