1. What experts say about managing hospitality service delivery systems;Bowen;International Journal of Contemporary Hospitality Management,2004
2. Strategic Operations Management;Brown,2000
3. Key performance indicators in European hotel properties: general managers' choices and company profiles;Harris;International Journal of Contemporary Hospitality Management,2001
4. Linking manufacturing process and product life cycle;Hayes;Harvard Business Review,1979
5. The Service Profit Chain;Heskett,1997