Running head: ANNOTATED BIBLIOGRAPHY ASSIGNMENT Travis Maupin
Service Quality 1 Running head: ANNOTATED BIBLIOGRAPHY ASSIGNMENT 2 Service Quality Gomes, G. C. (2016). Measuring airport service quality: A multidmensional approach. Journal of
Air Transport Management, 85-93. Retrieved from:
http://www.sciencedirect.com.ezproxy.libproxy.db.erau.edu/science/article/pii/S09696997
1530048X This article gives readers insight into airport service quality and how airports are expected
to be operated as self-sufficient service organizations. This article was published in the Journal
of Air Transport Management in 2016 with a lot of credible references. Bogicevic, V. Y. (2013). Tourism Review of AIEST. International Association of Scientific
Experts in Tourism, 3-18. Retrieved from:
doi:http://dx.doi.org.ezproxy.libproxy.db.erau.edu/10.1108/TR-09-2013-0047 This article is about the complexity of the airport industry service palette. It identifies
which air travel factors are distractors and what factors enhance passenger satisfaction. The
article was published by experts in tourism, and therefore it is an unbiased expert source of
information on passenger satisfaction. Graham, A. (2003). Managing airports: an international perspective. Oxford: Oxford:
Butterworth-Heinemann. Retrieved from Running head: ANNOTATED BIBLIOGRAPHY ASSIGNMENT 3 http://voyager.db.erau.edu:7008/vwebv/holdingsInfo?
searchId=1&recCount=50&recPointer=488&bibId=136703 This book provides an insight into the process behind running a successful airport. Anne
Graham is a Senior Lecturer in Air Transport and Tourism at the University of Westminster. She
is specialized and experienced in the area of airport management. With her expertise, I would
say that she is a creditable source in herself. She has also added outside sources in her book. Lubbe, B. D. (2017). An application of the airport service quality model in south africa. Journal
of Air Transport Management, 224-227. Retrieved from
doi:10.1016/j.jairtraman.2010.08.001 This article is about the expectations of service quality at airports and how its importance
is increasing as the air traffic grows. The authors are experts in the field of aviation quality serve
and have several references that they have included in their findings. Fodness, D., & Murray, B. (2007). Passengers' expectations of airport service quality. Journal of
Services Marketing. Retrieved from http://ezproxy.libproxy.db.erau.edu/login?
url=http://search.proquest.com/docview/212610748?pq-origsite=summon This paper is about the passengers’ perspective of airport service quality and their
expectations for the service industry. The authors surveyed several passengers to find out what Running head: ANNOTATED BIBLIOGRAPHY ASSIGNMENT 4 their expectations for the service industry. They also have several creditable references from top
airport leaders around the world. Gordon, P. L. (2016). Service Quality and Customer Loyalty in the Commercial Airline Industry.
Journal of Travel Research. Retrieved from
http://journals.sagepub.com/doi/abs/10.1177/004728759303200203 This article examines issues related to service quality and customer loyalty in the
commercial airline industry. The authors give an unbiased look and they also give several
scholarly citation links in their references. Michael J. Mazzeo. (2003). Competition and Service Quality in the U.S. Airline Industry. Review
of Industrial Organization. Retrieved from
https://link.springer.com/article/10.1023/A:1025565122721 This article gives the concerns the flying public has expressed over the years with both
market concentration and flight delays. The author has a lot references while they are experts in
the field they may be more opinion than fact. Beckford, J. (2009). Quality. Taylor and Francis. Retrieved from https://ebookcentral-proquestcom.ezproxy.libproxy.db.erau.edu/lib/erau/reader.action?docID=452306 Running head: ANNOTATED BIBLIOGRAPHY ASSIGNMENT 5 This book discusses service quality as it applies to management. It has several reference
that the author believes to be creditable. The fact that this is a textbook, written by a Member of
the Institute of Management Services, means that the information will be factual and accurate. Taciana de Barros Jerônimo, D. M. (2014). Measuring quality service. emberald insight.
Retrieved from
http://www.emeraldinsight.com.ezproxy.libproxy.db.erau.edu/doi/full/10.1108/IJQRM06-2012-0095 This article provides a model for businesses and other organizations, based on customer
service satisfaction in six different categories: reliability, empathy, assurance, tangibility,
responsiveness and price. The information is pretty current based on the fact it is only three years
old. Fraterman, E. (2003). Customer Focus Consult. Retrieved from Customer Focus Consult:
http://www.customerfocusconsult.com/service-quality-improvement.htm This article is written by a consultant who stresses the importance of consistently
improving and updating service quality in a competitive environment. The article lists several
statistics from national customer satisfaction surveys that make it easy to verify and use for a
research paper. Running head: ANNOTATED BIBLIOGRAPHY ASSIGNMENT 6

 

• 1495164177-M2_Literature_Review_Assignment.pdf
• 1495164185-Maupin_Annotation_M1.docx

SuperTutor

(15)

Status NEW Posted 19 May 2017 03:05 AM My Price 20.00

-----------

Attachments

file 1495164190-Solutions file.docx preview (56 words )

S-----------olu-----------tio-----------ns -----------fil-----------e -----------Hel-----------lo -----------Sir-----------/Ma-----------dam----------- T-----------han-----------k y-----------ou -----------for----------- yo-----------ur -----------int-----------ere-----------st -----------and----------- bu-----------yin-----------g m-----------y p-----------ost-----------ed -----------sol-----------uti-----------on.----------- Pl-----------eas-----------e p-----------ing----------- me----------- on----------- ch-----------at -----------I a-----------m o-----------nli-----------ne -----------or -----------inb-----------ox -----------me -----------a m-----------ess-----------age----------- I -----------wil-----------l b-----------e q-----------uic-----------kly----------- on-----------lin-----------e a-----------nd -----------giv-----------e y-----------ou -----------exa-----------ct -----------fil-----------e a-----------nd -----------the----------- sa-----------me -----------fil-----------e i-----------s a-----------lso----------- se-----------nt -----------to -----------you-----------r e-----------mai-----------l t-----------hat----------- is----------- re-----------gis-----------ter-----------ed -----------onÂ----------- th-----------is -----------web-----------sit-----------e. ----------- H-----------YPE-----------RLI-----------NK -----------&qu-----------ot;-----------htt-----------p:/-----------/wo-----------rkb-----------ank-----------247-----------.co-----------m/&-----------quo-----------t; -----------\t -----------&qu-----------ot;-----------_bl-----------ank-----------&qu-----------ot;----------- -----------Tha-----------nk -----------you----------- -----------

Not Rated(0)

• Buy Answer