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Kumar, V, Smart, PA, Maddern, H and Maull, RS (2008) Alternative perspectives on service quality and customer satisfaction: the role of BPM INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 19 (2). pp. 176-187.

Litteljohn, D, Roper, A and Altinay, L (2007) Territories still to find - the business of hotel internationalisation INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 18 (2). pp. 167-183.

Ottenbacher, M, Gnoth, J and Jones, P (2006) Identifying determinants of success in development of new high-contact services - Insights from the hospitality industry INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 17 (3-4). pp. 344-363.

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