Open Access
Issue
MATEC Web Conf.
Volume 170, 2018
International Science Conference SPbWOSCE-2017 “Business Technologies for Sustainable Urban Development”
Article Number 01072
Number of page(s) 8
Section Municipal Facilities Management. Business Activity Management in Construction. Process Reengineering and Information Systems
DOI https://doi.org/10.1051/matecconf/201817001072
Published online 13 June 2018
  1. T.N. Araslanov, Marketing v Rossii i za rubezhom 2(40), 106 (2004) [Google Scholar]
  2. M.V. Vinogradova, Z.I. Panina, Organizaciya i planirovanie deyatel'nosti predpriyatij sfery servisa: Uchebnoe posobie (Dashkov i K°, Moscow, 2014) [Google Scholar]
  3. V.G. Eliferov, V.V. Repin, Biznes-processy: reglamentaciya i upravlenie: uchebnik (INFRA-M, Moscow, 2015) [Google Scholar]
  4. M.J. Bitner, Journal of Marketing, 56-58 (1992) [Google Scholar]
  5. R.N. Bolton, J.H. Drew, Journal of Consumer Research 17, 375-384 (1991) [CrossRef] [Google Scholar]
  6. S.W. Brown, M.J. Bitner, R.P. Fisk, Int. J. of Service Marketing 5-1, 21-48 (2002) [Google Scholar]
  7. B. Edvardsson, E. E. Sheuing. Managing Service Quality 4-4, 24-31 (1994) [Google Scholar]
  8. B. Edvardsson, T. Strandvik, Managing Service Quality 10-2, 82-91 (2000) [CrossRef] [Google Scholar]
  9. B. Edvardsson, Int. J. of Service Industry Management 3-4, 17-29 (1992) [CrossRef] [Google Scholar]
  10. P. Eiglier, E. Langeard, Principles de politique marketing pour les enterprises de services (Universite d’Aix-Marselle, 1976) [Google Scholar]
  11. C. Grönroos, Service Management and Marketing (Macmillan/Lexington Books, New York, NY, 1992) [Google Scholar]
  12. A. Parasuraman, V. A. Zeithaml, L. L. Berry, Journal of Marketing, 41-50 (1985) [CrossRef] [Google Scholar]
  13. L. Shostack, T.A. Schwartz, D.E. Bowen, S.W. Brown, Understanding Services through Blueprinting, Advances in service marketing and management (JAI Press, Greenwich, 1992) [Google Scholar]
  14. K. Haksever, B. Render, R. Rassel, R. Merdjk, Upravlenie i organizaciya v sfere uslug (Piter, SPb, 2002) [Google Scholar]
  15. Y. Akao, QFD: Quality Function Deployment - Integrating Customer Requirements into Product Design (Productivity Press, Cambridge, 1990) [Google Scholar]
  16. R.J. Schonberger Jr., E.M. Knod, Operation Management Continuous Improvement (Burr Ridge, IL, Irwin, 1994) [Google Scholar]
  17. D. L. Majkl, «Berezhlivoe proizvodstvo + shest' sigm» v sfere uslug: Kak skorost' berezhlivogo proizvodstva i kachestvo shesti sigm pomogayut sovershenstvovaniyu biznesa (Alpina Biznes Buks, Moscow, 2005) [Google Scholar]
  18. I.V. Zorin, A.I. Zorin, T.A. Irisova, Menedzhment turizma. Turizm i otraslevye sistemy: Uchebnik (Finansy i statistika, Moscow, 2005) [Google Scholar]
  19. URL: http://www.fostas.ru /library [Google Scholar]

Current usage metrics show cumulative count of Article Views (full-text article views including HTML views, PDF and ePub downloads, according to the available data) and Abstracts Views on Vision4Press platform.

Data correspond to usage on the plateform after 2015. The current usage metrics is available 48-96 hours after online publication and is updated daily on week days.

Initial download of the metrics may take a while.