The Servqual method applied in the improvement process referred to hotel service quality

WSZENDYBYŁ-SKULSKA, Ewa. The Servqual method applied in the improvement process referred to hotel service quality. In BORKOWSKI, Stanisław et al. Quality and Processes Improvement 2007. [1.] vyd. - Saint Petersburg : Polytechnical University, 2007. ISBN 5-7422-1727-7, s. 118-123.