Learning from others: Benchmarking in diverse tourism enterprises

Total Quality Management

Volumn 12, Issue 7, 2001, Pages 974-980

  Cano, Michele ^a   Drummond, Siobhan ^a   Miller, Chris ^a   Barclay, Steven ^a  

^a UNIVERSITY OF THE WEST OF SCOTLAND   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0442327849     PISSN: 09544127     EISSN: None     Source Type: Journal    
DOI: 10.1080/09544120100000023     Document Type: Article

References (12)

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3. EMULTI, D. & KATHAWALA, Y. (1997) An overview of benchmarking process: a tool for continuous improvement and competitive advantage, Benchmarking for Quality Management and Technology, 4, pp. 229-244.
4. HESKITT, J.L., SASSER, E.W., JR & SCHLESINGER, L.A. (1997) The Service Profit Chain (New York, Free Press).
5. KOTLER, P. & ARMSTRONG, G. (1997) Marketing: An Introduction, 4th Edn (Englewood Cliffs, NJ, Prentice Hall).
6. MICKLEWRIGHT, M.J. (1993) Competitive benchmarking: large gains for small companies, Quality Progress, June, pp. 67-68.
7. PARASURAMAN, A., BERRY, L.L. & ZEITHAML, V.A. (1991) Refinement and reassessment of the SERVQUAL seals, Journal of Retailing, 67, pp. 420-450.
8. REICHHELD, F.F. & ASPINALL, K. (1993/94) Building high-loyalty business systems, Journal of Retail Banking, Winter, pp. 21-29.
9. REICHHELD, F.F. & SASSER, E. (1990) Zero defections: quality comes to services, Harvard Business Review, 68, Sept./Oct., pp. 105-111.
10. SCOTTISH EXECUTIVE (2000) http://www.scotland.gov.uk/library2/doc02/stbcd-00.htm
11. WATSON, G.H. (1993) How process benchmarking supports corporate strategy, Planning Review, 21, No. 1.
12. ZAIRI, M. & LEONARD, P. (1994) Practical Benchmarking: The Complete Guide (Oxford, Chapman & Hall), pp. 12-15.