Page 414 - Transport

5. Bowen, B. and Headley, D., Airline Quality Rating 2005,
University of Nebraska at Omaha and Wichita State University,
USA, April 2005.

6. Bowen, B. and Headley, D., 2006 Airline Quality Rating,
University of Nebraska at Omaha & Wichita State University,
USA, April 2006.

7. Burch, E. Rogers, H. and Underwood, J., Exploring SERVPERF:
An Empirical Investigation of the Importance-Performance,
Service Quality Relationship in the Uniform Rental Industry,
University of Southwestern Louisiana, California, USA, 2004.

8. Cunningham, L. Young, C. and Lee, M., Cross-Cultural
Perspectives of Service Quality and Risk in Air
Transportation, Journal of Air Transportation, Aviation Institute,
University of Nebraska, Vol. 7, No. 1, Omaha- USA, 2002.

9. External Relations Division, Liberalisation of Air Transport and
the GATS: IATA Discussion Paper, Government Affairs,
International Air Transport Association, Geneva, October 1999.

10. Forbes, S., The Effect of Air Traffic Delays on Airline Prices,
Department of Economics, University of California, San Diego,
2007.

11. Global Influenza Programme, WHO Global Influenza
Preparedness Plan: The Role of WHO and Recommendations
for National Measures before and during Pandemics,
Department of Communicable Disease Surveillance and Response,
World Health Organization, Switzerland, 2005.

12. International Organization for Standardization, International
Standard ISO 9001- Quality System- Model for Quality
Assurance in Design, Development, Production, Installation
and Servicing, 2nd ed., Switzerland, 01-07- 1994.

13. Kang, G. and James, J., Service Quality Dimensions: An
Examination of Gronroos’s Service Quality Model, Managing
Service Quality Journal, Emerald Group Publishing Limited,
Volume 14, Number 4, UK, 2004.

14. Mazzeo, M., Competition and Service Quality in the U.S.
Airline Industry, Kluwer Academic Publishers, Netherlands, 2003.

15. MEDINA Quality Assurance Services, ICQA: IATA Catering
Quality Assurance Programme: Programme Structure,
International Air Transport Association, Canada, 20 June 2006.

16. Metri, B., Total Quality Transportation Through Deming’s 14
Points, Journal of Public Transportation, National Center for
Transit Research, University of South Florida, Vol. 9, No. 4, USA,
2006.

17. Olorunniwo, F. Pennington, B. and Hsu, M., Developing a Service
Quality Construct: A Pedagogical Approach, Tennessee State
University, New York, USA, 2002.

722