This work is licensed under the Creative Commons Attribution 4.0 International License.
Ali, A. & Frew, A. J. (2014). Technology innovation and applications in sustainable destination development. Information Technology & Tourism, 14(4), 265–90.AliA.FrewA. J.2014Technology innovation and applications in sustainable destination development1442659010.1007/s40558-014-0015-7Search in Google Scholar
Al-Msallam, S. (2015). Customer satisfaction and brand loyalty in the hotel industry. International Journal of Management Sciences and Business Research, 4.Al-MsallamS.2015Customer satisfaction and brand loyalty in the hotel industry4Search in Google Scholar
Al-Msallam, S. & Alhaddad, A. (2016). Customer satisfaction and loyalty in the hotel industry: The mediating role of relationship marketing (PLS Approach). Journal of Research in Business and Management, 4(5), 32–42.Al-MsallamS.AlhaddadA.2016Customer satisfaction and loyalty in the hotel industry: The mediating role of relationship marketing (PLS Approach)453242Search in Google Scholar
Bhat, Z. F., Morton, J. D., Mason, S. L. & Bekhit, A. E. D. A. (2018). Calpain activity, myofibrillar protein profile, and physicochemical properties of beef Semimembranosus and Biceps femoris from culled dairy cows during aging, Journal of Food Processing and Preservation, 42, 12.BhatZ. F.MortonJ. D.MasonS. L.BekhitA. E. D. A.2018Calpain activity, myofibrillar protein profile, and physicochemical properties of beef Semimembranosus and Biceps femoris from culled dairy cows during aging421210.1111/jfpp.13835Search in Google Scholar
Bloemer, J., & De Ruyter, K. (1999). Customer loyalty in high and low involvement service settings: the moderating impact of positive emotions. Journal of marketing management, 15(4), 315–30.BloemerJ.De RuyterK.1999Customer loyalty in high and low involvement service settings: the moderating impact of positive emotions1543153010.1362/026725799784870388Search in Google Scholar
Brink, A. & Berndt, A. (2008). Relationship marketing & customer relationship marketing. Juta Academic, Pretoria.BrinkA.BerndtA.2008Juta AcademicPretoriaSearch in Google Scholar
Chang, Y. Y. & Hughes, M. (2012). Drivers of innovation ambidexterity in small-to medium-sized firms. European Management Journal, 30(1), 1–17.ChangY. Y.HughesM.2012Drivers of innovation ambidexterity in small-to medium-sized firms30111710.1016/j.emj.2011.08.003Search in Google Scholar
Chiguvi, D. (2016). Impact of total quality management on customer satisfaction in the retail sector: Case of indigenous supermarkets in Botswana. European Journal of Business and Management, ISSN (Paper), 2222–1905.ChiguviD.2016Impact of total quality management on customer satisfaction in the retail sector: Case of indigenous supermarkets in BotswanaISSN (Paper)22221905Search in Google Scholar
Cronin Jr, J. J., Brady, M. K. & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.CroninJ. J.JrBradyM. K.HultG. T. M.2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments76219321810.1016/S0022-4359(00)00028-2Search in Google Scholar
Daragahi, G. A. (2017). The impact of innovation on customer satisfaction: A study of the cosmetics producer in Tehran. International Review, 1 (2), 121–32.DaragahiG. A.2017The impact of innovation on customer satisfaction: A study of the cosmetics producer in Tehran121213210.5937/intrev1702121DSearch in Google Scholar
Davronov, I. O. & Ismatillayeva, S. S. (2019). The role of innovative technologies for improving economy of hotels. https://rep.bntu.by/handle/data/62397 (assessed 03-April-2020).DavronovI. O.IsmatillayevaS. S.2019https://rep.bntu.by/handle/data/62397 (assessed 03-April-2020)Search in Google Scholar
Djellal, F. & Gallouj, F. (2001). Patterns of innovation organisation in service firms: Postal survey results and theoretical models. Science and Public Policy, 28(1), 57–67.DjellalF.GalloujF.2001Patterns of innovation organisation in service firms: Postal survey results and theoretical models281576710.3152/147154301781781688Search in Google Scholar
Dzhandzhugazova, E. A., Blinova, E. A., Orlova, L. N. & Romanova, M. M. (2016). Innovations in hospitality industry. International Journal of Environmental and Science Education, 11(17), 10387–400.DzhandzhugazovaE. A.BlinovaE. A.OrlovaL. N.RomanovaM. M.2016Innovations in hospitality industry111710387400Search in Google Scholar
FICCI (2017). Indian food service industry: Engine for economic growth & employment: A road map for unlocking growth opportunities. http://ficci.in/spdocument/20969/foodzania-2018-report. Accessed on 11-04-2021FICCI2017http://ficci.in/spdocument/20969/foodzania-2018-report. Accessed on 11-04-2021Search in Google Scholar
FICCI - Grant Thornton Report (2015). Unlocking the potential in the food and beverage services sector. https://www.grantthornton.in/globalassets/1.-member-firms/india/assets/pdfs/ficcigrant_thornton_fb_report_may_2015.pdfFICCI - Grant Thornton Report2015https://www.grantthornton.in/globalassets/1.-member-firms/india/assets/pdfs/ficcigrant_thornton_fb_report_may_2015.pdfSearch in Google Scholar
Fu, K. J. & Chang, T. W. (2019). Toward an integrative framework of dynamic capabilities in innovation-based public services: Empirical analysis in Taiwan. Chinese Public Administration Review, 10(1), 60–76.FuK. J.ChangT. W.2019Toward an integrative framework of dynamic capabilities in innovation-based public services: Empirical analysis in Taiwan101607610.22140/cpar.v10i1.193Search in Google Scholar
Gomezelj, D.O. (2016). A systematic review of research on innovation in hospitality and tourism. International Journal of Contemporary Hospitality Management, 28 (3), 516–58.GomezeljD.O.2016A systematic review of research on innovation in hospitality and tourism2835165810.1108/IJCHM-10-2014-0510Search in Google Scholar
Hair, J. F., Black, W. C., Babin, B. J. & Anderson, R. E. (2010). Multivariate data analysis: A global perspective. Pearson.HairJ. F.BlackW. C.BabinB. J.AndersonR. E.2010PearsonSearch in Google Scholar
Hall, C. M. & Williams, A. M. (2008). Tourism and innovation. London: Routledge.HallC. M.WilliamsA. M.2008LondonRoutledge10.4324/9780203938430Search in Google Scholar
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study. International Journal of Service Industry Management, 7(4), 27–42.HallowellR.1996The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study74274210.1108/09564239610129931Search in Google Scholar
Han, H. & Ryu, K. (2009). The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry. Journal of Hospitality & Tourism Research, 33 (4), 487–510.HanH.RyuK.2009The roles of the physical environment, price perception, and customer satisfaction in determining customer loyalty in the restaurant industry33448751010.1177/1096348009344212Search in Google Scholar
Hang, C. C. & Garnsey, E. W. (2011). Opportunities and resources for disruptive technological innovation. Centre for Technology Management (CTM) Working Paper (2011/03).HangC. C.GarnseyE. W.2011Centre for Technology Management (CTM) Working Paper (2011/03)10.2139/ssrn.1923036Search in Google Scholar
Hansemark, O. C. & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40–57.HansemarkO. C.AlbinssonM.2004Customer satisfaction and retention: the experiences of individual employees141405710.1108/09604520410513668Search in Google Scholar
Hussain, M., Munir, A. & Siddiqui, M. (2012). Impact of innovation in FMCG products on customer loyalty and satisfaction: A case study of Confectionary Producer ‘English Biscuit Manufacturers’ in Pakistan. Interdisciplinary Journal of Contemporary Research in Business, 4(8), 423–431.HussainM.MunirA.SiddiquiM.2012Impact of innovation in FMCG products on customer loyalty and satisfaction: A case study of Confectionary Producer ‘English Biscuit Manufacturers’ in Pakistan48423431Search in Google Scholar
Igwe, P. & Asiegbu, I. F. (2015). Service environment and customer loyalty of commercial airline operators in Nigeria. Journal of Management and Social Sciences, 3(1), 249–67.IgweP.AsiegbuI. F.2015Service environment and customer loyalty of commercial airline operators in Nigeria3124967Search in Google Scholar
Johnson, M. S., Sivadas, E. & Garbarino, E. (2008). Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence. Journal of Services Marketing, 22(5), 353–62.JohnsonM. S.SivadasE.GarbarinoE.2008Customer satisfaction, perceived risk and affective commitment: an investigation of directions of influence2253536210.1108/08876040810889120Search in Google Scholar
Kandampully, J. & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International Journal of Contemporary Hospitality Management, 12(6), 346–51.KandampullyJ.SuhartantoD.2000Customer loyalty in the hotel industry: the role of customer satisfaction and image1263465110.1108/09596110010342559Search in Google Scholar
Kanwal, R. & Yousaf, S. (2019). Impact of service innovation on customer satisfaction: An evidence from Pakistani banking industry. Emerging Economy Studies, 5(2), 125–40.KanwalR.YousafS.2019Impact of service innovation on customer satisfaction: An evidence from Pakistani banking industry521254010.1177/0976747919870876Search in Google Scholar
Kessler, A., Pachucki, C., Stummer, K., Mair, M. & Binder, P. (2015). Types of organizational innovativeness and success in Austrian hotels. International Journal of Contemporary Hospitality Management, 27 (7), 1707–27.KesslerA.PachuckiC.StummerK.MairM.BinderP.2015Types of organizational innovativeness and success in Austrian hotels27717072710.1108/IJCHM-03-2014-0150Search in Google Scholar
Kotler, P. & Keller, K. (2012). Marketing Management. Pearson.KotlerP.KellerK.2012PearsonSearch in Google Scholar
Kumar, S. (2012). Customer satisfaction and loyalty in Indian hospitality industry (Doctoral dissertation, Maharshi Dayanand University, Haryana, India). Retrieved from http://hdl.handle.net/10603/132541KumarS.2012(Doctoral dissertation, Maharshi Dayanand University, Haryana, India). Retrieved from http://hdl.handle.net/10603/132541Search in Google Scholar
Landreville, P. (2020). Food Consumption Patterns and Leisure Experiences in Quick Service Restaurants in Kinshasa, Democratic Republic of the Congo (Doctoral dissertation, Selinus University of Sciences and Literature, Bologna BO, Italy). Retrieved from https://www.uniselinus.education/sites/default/files/2020-06/tesi%20landreville.pdfLandrevilleP.2020Doctoral dissertation,Selinus University of Sciences and LiteratureBologna BO, ItalyRetrieved from https://www.uniselinus.education/sites/default/files/2020-06/tesi%20landreville.pdfSearch in Google Scholar
Laužikas, M., Miliūtė, A., Tranavičius, L. & Kičiatovas, E. (2016). Service innovation commercialization factors in the fast food industry. Entrepreneurship and Sustainability Issues, 4, 108–28.LaužikasM.MiliūtėA.TranavičiusL.KičiatovasE.2016Service innovation commercialization factors in the fast food industry41082810.9770/jesi.2016.4.2(1)Search in Google Scholar
Lee, S. H., Kim, Y. P., Hemmington, N. & Yun, D. K. (2004). Competitive service quality improvement (CSQI): A case study in the fast-food industry. Food Service Technology, 4 (2), 75–84.LeeS. H.KimY. P.HemmingtonN.YunD. K.2004Competitive service quality improvement (CSQI): A case study in the fast-food industry42758410.1111/j.1471-5740.2004.00093.xSearch in Google Scholar
Leonard-Barton, D. (1992). Core capabilities and core rigidities: A paradox in managing new product development. Strategic Management Journal, 3(1), 111–25.Leonard-BartonD.1992Core capabilities and core rigidities: A paradox in managing new product development311112510.1002/smj.4250131009Search in Google Scholar
Luo, X. & Bhattacharya, C. B. (2006). Corporate social responsibility, customer satisfaction, and market value. Journal of marketing, 70(4), 1–18.LuoX.BhattacharyaC. B.2006Corporate social responsibility, customer satisfaction, and market value70411810.1509/jmkg.70.4.001Search in Google Scholar
Luoh, H. F., Tsaur, S. H. & Tang, Y. Y. (2014). Empowering employees: Job standardization and innovative behavior. International Journal of Contemporary Hospitality Management, 26 (7), 1100–17.LuohH. F.TsaurS. H.TangY. Y.2014Empowering employees: Job standardization and innovative behavior26711001710.1108/IJCHM-03-2013-0153Search in Google Scholar
Mahmoud, M. A., Hinson, R. E. & Anim, P. A. (2017). Service innovation and customer satisfaction: the role of customer value creation. European Journal of Innovation Management, 21(3), 402–422.MahmoudM. A.HinsonR. E.AnimP. A.2017Service innovation and customer satisfaction: the role of customer value creation21340242210.1108/EJIM-09-2017-0117Search in Google Scholar
Malhotra, A., Schofield, G. & Lustig, R. H. (2018). The science against sugar, alone, is insufficient in tackling the obesity and type 2 diabetes crises–We must also overcome opposition from vested interests. Journal of Insulin Resistance, 3(1), 1–6.MalhotraA.SchofieldG.LustigR. H.2018The science against sugar, alone, is insufficient in tackling the obesity and type 2 diabetes crises–We must also overcome opposition from vested interests311610.4102/jir.v3i1.39Search in Google Scholar
Martin-Rios, C., Erhardt, N. & Ciobanu, T. (2018). Service innovation strategies. In Proceedings of the 2018 ISPIM Innovation Conference, 17–20 June 2018.Martin-RiosC.ErhardtN.CiobanuT.2018InProceedings of the 2018 ISPIM Innovation Conference17–20 June 2018Search in Google Scholar
Mason, K., Jones, S., Benefield, M., & Walton, J. (2016). Building consumer relationships in the quick service restaurant industry. Journal of Foodservice Business Research, 19(4), 368–381.MasonK.JonesS.BenefieldM.WaltonJ.2016Building consumer relationships in the quick service restaurant industry19436838110.1080/15378020.2016.1181508Search in Google Scholar
Naveed, T., Akhtar, I. & Cheema, K. U. R. (2012). The impact of innovation on customer satisfaction and brand loyalty: A study of the students of Faisalabad. International Journal of Management & Organizational Studies, 2(2).62–68.NaveedT.AkhtarI.CheemaK. U. R.2012The impact of innovation on customer satisfaction and brand loyalty: A study of the students of Faisalabad226268Search in Google Scholar
Nemati, A. R., Khan, K. & Iftikhar, M. (2010). Impact of innovation on customer satisfaction and brand loyalty, a study of mobile phones users in Pakistan. European Journal of Social Sciences, 16(2), 299–306.NematiA. R.KhanK.IftikharM.2010Impact of innovation on customer satisfaction and brand loyalty, a study of mobile phones users in Pakistan162299306Search in Google Scholar
Nieves, J. & Segarra-Ciprés, M. (2015). Management innovation in the hotel industry. Tourism Management, 46, 51–58.NievesJ.Segarra-CiprésM.2015Management innovation in the hotel industry46515810.1016/j.tourman.2014.06.002Search in Google Scholar
Nieves, J., Quintana, A. & Osorio, J. (2014). Knowledge-based resources and innovation in the hotel industry. International Journal of Hospitality Management, 38, 65–73.NievesJ.QuintanaA.OsorioJ.2014Knowledge-based resources and innovation in the hotel industry38657310.1016/j.ijhm.2014.01.001Search in Google Scholar
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4_suppl1), 33–44.OliverR. L.1999Whence consumer loyalty?634_suppl1334410.1177/00222429990634s105Search in Google Scholar
Parsa, H. G. & Kwansa, F. A. (2002). Quick service restaurants, franchising, and multi-unit chain management. Psychology Press.ParsaH. G.KwansaF. A.2002Psychology PressSearch in Google Scholar
Polder, M., Leeuwen, G. V., Mohnen, P. & Raymond, W. (2010). Product, process and organizational innovation: drivers, complementarity and productivity effects. CIRANO-scientific publications 2010s-28.PolderM.LeeuwenG. V.MohnenP.RaymondW.2010CIRANO-scientific publications 2010s-2810.2139/ssrn.1626805Search in Google Scholar
Poulain, J. P. (2017). The Sociology of Food: Eating and the Place of Food in Society. Bloomsbury Publishing.PoulainJ. P.2017Bloomsbury PublishingSearch in Google Scholar
Puri, C. & Kumar, N. (2017). Opinion ensembling for improving economic growth through tourism. Procedia Computer Science, 122, 237–244.PuriC.KumarN.2017Opinion ensembling for improving economic growth through tourism12223724410.1016/j.procs.2017.11.366Search in Google Scholar
Qin, H.G. & Prybutok, V.R. (2008). Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions. Quality Management Journal, 15 (2), 35–50.QinH.G.PrybutokV.R.2008Determinants of customer-perceived service quality in fast-food restaurants and their relationship to customer satisfaction and behavioral intentions152355010.1080/10686967.2008.11918065Search in Google Scholar
Richardson, S., Lefrid, M., Jahani, S., Munyon, M. D. & Rasoolimanesh, S. M. (2019). Effect of dining experience on future intention in quick service restaurants. British Food Journal, 121(11), 2620–36.RichardsonS.LefridM.JahaniS.MunyonM. D.RasoolimaneshS. M.2019Effect of dining experience on future intention in quick service restaurants1211126203610.1108/BFJ-09-2018-0617Search in Google Scholar
Roberts-Lombard, M. (2009). Customer retention strategies of fast-food outlets in South Africa: A focus on Kentucky Fried Chicken (KFC), Nando's, and Steers. Journal of African Business, 10(2), 235–249.Roberts-LombardM.2009Customer retention strategies of fast-food outlets in South Africa: A focus on Kentucky Fried Chicken (KFC), Nando's, and Steers10223524910.1080/15228910802479521Search in Google Scholar
Rose, C. M. (2019). Property and Persuasion: Essays on the history, theory, and rhetoric of ownership. London: Routledge.RoseC. M.2019LondonRoutledge10.4324/9780429303227Search in Google Scholar
Ryu, K., Han, H. & Kim, T. (2008). The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions. International Journal of Hospitality Management, 27 (3), 459–469.RyuK.HanH.KimT.2008The relationships among overall quick-casual restaurant image, perceived value, customer satisfaction, and behavioral intentions27345946910.1016/j.ijhm.2007.11.001Search in Google Scholar
Snyder, T. D., De Brey, C. & Dillow, S. A. (2016). Digest of Education Statistics 2014, NCES 2016-006. National Center for Education Statistics.SnyderT. D.De BreyC.DillowS. A.2016National Center for Education StatisticsSearch in Google Scholar
Solomon, M., Bamossy, G., Askegaard, S. & Hogg, M. K. (2006). Consumer Behaviour: A European Edition. Harlow: Pearson Education.SolomonM.BamossyG.AskegaardS.HoggM. K.2006HarlowPearson EducationSearch in Google Scholar
Stock, R. M. & Zacharias, N. A. (2011). Patterns and performance outcomes of innovation orientation. Journal of the Academy of Marketing Science, 39(6), 870–88.StockR. M.ZachariasN. A.2011Patterns and performance outcomes of innovation orientation3968708810.1007/s11747-010-0225-2Search in Google Scholar
Storey, C., Cankurtaran, P., Papastathopoulou, P. & Hultink, E. J. (2016). Success factors for service innovation: A meta-analysis. Journal of Product Innovation Management, 33 (5), 527–48.StoreyC.CankurtaranP.PapastathopoulouP.HultinkE. J.2016Success factors for service innovation: A meta-analysis3355274810.1111/jpim.12307Search in Google Scholar
Sviridova, T. V. & Tarasova, M. V. (2019). Fast Food as The Indicator of The Economic Wealth of The Country Wealth. ВестникТульскогофилиалаФинуниверситета, (1–2), 236–39.SviridovaT. V.TarasovaM. V.2019Fast Food as The Indicator of The Economic Wealth of The Country Wealth1–223639Search in Google Scholar
Ta, D. T. & Yang, C. H. (2018). Exploring the impacts of service innovation on customer satisfaction in the telecom industry: A perspective from interactive and supportive service innovations. International Journal of Innovation Management, 22(07), 1–30.TaD. T.YangC. H.2018Exploring the impacts of service innovation on customer satisfaction in the telecom industry: A perspective from interactive and supportive service innovations220713010.1142/S1363919618500536Search in Google Scholar
Taques, F. H., López, M. G., Basso, L. F. & Areal, N. (2020). Indicators used to measure service innovation and manufacturing innovation. Journal of Innovation & Knowledge, 6(1), 11–26.TaquesF. H.LópezM. G.BassoL. F.ArealN.2020Indicators used to measure service innovation and manufacturing innovation61112610.1016/j.jik.2019.12.001Search in Google Scholar
Taylor, G. A. & Long-Tolbert, S. (2002). Coupon promotions in quick-service restaurants: Preaching to the converted? Cornell Hotel and Restaurant Administration Quarterly, 43(4), 41–47. doi:10.1177/0010880402434004TaylorG. A.Long-TolbertS.2002Coupon promotions in quick-service restaurants: Preaching to the converted?434414710.1177/0010880402434004Open DOISearch in Google Scholar
Thomas, R. & Wood, E. (2014). Innovation in tourism: Re-conceptualising and measuring the absorptive capacity of the hotel sector. Tourism Management, 45, 39–48.ThomasR.WoodE.2014Innovation in tourism: Re-conceptualising and measuring the absorptive capacity of the hotel sector45394810.1016/j.tourman.2014.03.012Search in Google Scholar
Tigu, G., Iorgulescu, M. C. & Ravar, A. S. (2013). The impact of creativity and innovation in the hospitality industry on customers. Journal of Tourism Challenges and Trends, 6(1), 9.TiguG.IorgulescuM. C.RavarA. S.2013The impact of creativity and innovation in the hospitality industry on customers619Search in Google Scholar
Verma, R., Anderson, C., Dixon, M., Enz, C., Thompson, G. & Victorino, L. (2008). Key elements in service innovation: Insights for the hospitality industry [Electronic article]. Cornell Hospitality Roundtable Proceedings, 1(1), 6–12.VermaR.AndersonC.DixonM.EnzC.ThompsonG.VictorinoL.2008Key elements in service innovation: Insights for the hospitality industry [Electronic article]11612Search in Google Scholar
Wanjiku, E. M. (2018). The Effect of Innovation on Sustainable Competitive Advantage (Client Satisfaction) In the Hospitality Industry in Kenya: A Case Study of the Safari Park Hotel (Master Thesis, United States International University, Africa). Retrieved from http://erepo.usiu.ac.ke/11732/3943WanjikuE. M.2018Master Thesis,United States International UniversityAfricaRetrieved from http://erepo.usiu.ac.ke/11732/3943Search in Google Scholar
Wells, W.D. & Prensky, D. (1996). Consumer Behavior. New York: Wiley.WellsW.D.PrenskyD.1996New YorkWileySearch in Google Scholar
Witell, L., Snyder, H., Gustafsson, A., Fombelle, P. & Kristensson, P. (2016). Defining service innovation: A review and synthesis. Journal of Business Research, 69 (8), 2863–2872.WitellL.SnyderH.GustafssonA.FombelleP.KristenssonP.2016Defining service innovation: A review and synthesis6982863287210.1016/j.jbusres.2015.12.055Search in Google Scholar
Xu, X. & Li, Y. (2016). The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach. International Journal of Hospitality Management, 55, 57–69.XuX.LiY.2016The antecedents of customer satisfaction and dissatisfaction toward various types of hotels: A text mining approach55576910.1016/j.ijhm.2016.03.003Search in Google Scholar
Yeh, S. P. & Fu, H. W. (2013). Effects of service innovation on customer satisfaction in recreation industry. International Journal of Applied Mathematics and Statistics, 38(8).YehS. P.FuH. W.2013Effects of service innovation on customer satisfaction in recreation industry388Search in Google Scholar
Zeithaml, V. A., Berry, L. L. & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of marketing, 60(2), 31–46.ZeithamlV. A.BerryL. L.ParasuramanA.1996The behavioral consequences of service quality602314610.1177/002224299606000203Search in Google Scholar