1 |
Prentice, C. (2013), Service quality perceptions and customer loyalty in casinos, International Journal of Contemporary Hospitality Management, 25(1), 49-64.
DOI
ScienceOn
|
2 |
Zadeh, L. A. (1975), The concept of a linguistic variable and its application to approximate reasoning I, Information Sciences, 8(3), 199-249.
DOI
ScienceOn
|
3 |
Zeithaml, V. A., Berry, L. L., and Parasuraman, A. (1988), Communication and control processes in the delivery of service quality, Journal of Marketing, 52, 35-48.
DOI
ScienceOn
|
4 |
Parasuraman, A., Berry, L. L., and Zeithaml, V. A. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 41-50.
|
5 |
Parasuraman, A., Zeithaml, V. A., and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64(1), 12-40.
|
6 |
Seyed-Hosseini, S. M., Safaei, N., and Asgharpour, M. J. (2006), Reprioritization of failures in a system failure mode and effects analysis by decision making trial and evaluation laboratory technique, Reliability Engineering and System Safety, 91(8), 872-881.
DOI
ScienceOn
|
7 |
Steven, A. B., Dong, Y., and Dresner, M. (2012), Linkages between customer service, customer satisfaction and performance in the airline industry: investigation of non-linearities and moderating effects, Transportation Research Part E: Logistics and Transportation Review, 48(4), 743-754.
DOI
ScienceOn
|
8 |
Torres, E. N. and Kline, S. (2013), From customer satisfaction to customer delight: creating a new standard of service for the hotel industry, International Journal of Contemporary Hospitality Management, 25(5), 642-659.
DOI
ScienceOn
|
9 |
Tseng, M. L. (2010), An assessment of cause and effect decision-making model for firm environmental knowledge management capacities in uncertainty, Environmental Monitoring and Assessment, 161(1-4), 549-564.
DOI
|
10 |
Tseng, M. L. and Chiu, A. S. (2013), Evaluating firm's green supply chain management in linguistic preferences, Journal of Cleaner Production, 40, 22-31.
DOI
ScienceOn
|
11 |
Tseng, M. L., Wu, W. W., Lin, Y. H., and Liao, C. H. (2008), An exploration of relationships between environmental practice and manufacturing performance using the PLS path modeling, WSEAS Transactions on Environment and Development, 4(6), 487-502.
|
12 |
Wang, R. (2011), Cause-effect relationships and the service quality evaluation criteria of portal sites, African Journal of Business Management, 5(6), 2432-2444.
|
13 |
Wang, R., Lin, Y. H., and Tseng, M. L. (2011), Evaluation of customer perceptions on airline service quality in uncertainty, Procedia-Social and Behavioral Sciences, 25, 419-437.
DOI
|
14 |
Jeon, S. and Kim, M. S. (2012), The effect of the servicescape on customers' behavioral intentions in an international airport service environment, Service Business, 6(3), 279-295.
DOI
|
15 |
Fontela, E. and Gabus, A. (1976), The DEMATEL observer, DEMATEL 1976 Report, Battelle Geneva Research Center, Geneva, Switzerland.
|
16 |
Fuller, J. and Matzler, K. (2008), Customer delight and market segmentation: an application of the threefactor theory of customer satisfaction on life style groups, Tourism Management, 29(1), 116-126.
DOI
ScienceOn
|
17 |
Kano, N., Seraku, N., Takahashi, F., and Tsuji, S. (1984), Attractive quality and must-be quality, Journal of the Japanese Society for Quality Control, 14(2), 39-48.
|
18 |
Khameneh, S. M. and Motamedi, N. (2014), Vendor selection with multi criteria decision making approach with application in steel industry, Applied Mathematics in Engineering, Management and Technology, (Special Issue), 46-58.
|
19 |
Liu, N. and Song, N. (2001), The fuzzy association degree in semantic data models, Fuzzy Sets and Systems, 117(2), 203-208.
DOI
ScienceOn
|
20 |
Liou, J. J., Tzeng, G. H., and Chang, H. C. (2007), Airline safety measurement using a hybrid model, Journal of Air Transport Management, 13(4), 243-249.
DOI
ScienceOn
|
21 |
Matarazzo, B. and Munda, G. (2001), New approaches for the comparison of L-R fuzzy numbers: a theoretical and operational analysis, Fuzzy Sets and Systems, 118(3), 407-418.
DOI
ScienceOn
|
22 |
Nagar, K. (2013), Perceived service quality with frill and no-frill airlines: an exploratory research among Indian passengers, Prestige International Journal of Management and Information Technology-Sanchayan, 2(1), 63-74.
|
23 |
Nunnally, J. C. (1978), Psychometric Theory (2nd ed.), McGraw-Hill, New York, NY.
|
24 |
Okeudo, G. and Chikwendu, D. U. (2013), Effects of airline service quality on airline image and passengers' loyalty: findings from Arik Air Nigeria passengers, Journal of Hospitality Management and Tourism, 4(2), 19-28.
DOI
|
25 |
Berry, L. L., Zeithaml, V. A., and Parasuraman, A. (1985), Quality counts in services, too, Business Horizons, 28(3), 44-52.
DOI
ScienceOn
|
26 |
Chen, C. T. (2001), A fuzzy approach to select the location of the distribution center, Fuzzy Sets and Systems, 118(1), 65-73.
DOI
ScienceOn
|
27 |
Chen, W. J. (2013), Factors influencing internal service quality at international tourist hotels, International Journal of Hospitality Management, 35, 152-160.
DOI
ScienceOn
|
28 |
Correia, A. R., Wirasinghe, S. C., and de Barros, A. G. (2008), Overall level of service measures for airport passenger terminals, Transportation Research Part A: Policy and Practice, 42(2), 330-346.
DOI
ScienceOn
|
29 |
Cho, Y. C. and Pan, J. Y. (2014), Hybrid network defense model based on fuzzy evaluation, The Scientific World Journal, 2014, article no. 178937.
|
30 |
Cooper, D. R. and Emory, W. C. (1995), Business Research Methods (5th ed.), Irwin, Chicago, IL.
|
31 |
Bamber, G. J., Gittell, J. H., Kochan, T. A., and Nordenflycht, A. (2009), Up in the Air: How Airlines Can Improve Performance by Engaging Their Employees. ILR Press, Ithaca, NY.
|
32 |
Han, S., Ham, S. S., Yang, I., and Baek, S. (2012), Passengers' perceptions of airline lounges: importance of attributes that determine usage and service quality measurement, Tourism Management, 33(5), 1103-1111.
DOI
ScienceOn
|
33 |
Wittman, M. D. and Swelbar, W. S. (2013), Trends and market forces shaping small community air service in the United States, Report no. ICAT-2013-02, MIT International Center for Air Transportation, Cambridge, MA.
|