Items where Author is "Zainol, N"
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Number of items: 6.
Article
Lockwood, AJ and Zainol, N (2014) Critical Failure Factors: Perspectives from Resort Hotel Customers Tourism Development Journal, 11-12 (1). pp. 28-39.
Lockwood, AJ and Zainol, NA (2014) Understanding Service Experience: A Critical Incident Technique Approach Academic Research International, 5 (4), 1.
Zainol, NA, Lockwood, A and Kutsch, E (2010) Relating the zone of tolerance to service failure in the hospitality industry Journal of Travel and Tourism Marketing, 27 (3). pp. 324-333.
Conference or Workshop Item
Lockwood, AJ and Zainol, N Identifying quality improvement points: A critical incident study of failures in resort hotels In: 16th International Annual EurOMA Conference Implementation - realizing Operations Management knowledge, 2009-06-14 - 2009-06-17, Göteborg, Sweden.
Lockwood, AJ and Zainol, N Relating the Zone of Tolerance to Service Failure in the Hospitality Industry In: CHME International Hospitality Tourism and Leisure Research Conference 2008, 2008-05-14 - 2008-05-16, University of Strathclyde, Glasgow, UK.
Thesis
Zainol, Noor Azimin. (2010) From Service Problem to Service Failure: Assessing Resort Hotel Customers' Perceptions of Acceptability. Doctoral thesis, University of Surrey (United Kingdom)..