Literature Review - To do a literature review based on three themes to support my topic (how the themes relate to my topic). Include introduction to the themes in the literature, section subheadings for each literature theme and a summary of the literature review section. 1000-1200 words. I will tell you which journals to use for each theme (10Journals). Must be in APA 6th formatting and no plagiarism. Topic: Comparing customer satisfaction of an event in relation to employee evaluation of the same event at an event organisation (banquet - hospitality). Themes: Employee evaluation, customer satisfaction, measurement of quality service (Quality service where guest expectations meet or exceed)

Literature Review - To do a literature review based on three themes to support my topic (how the themes relate to my topic). Include introduction to the themes in the literature, section subheadings for each literature theme and a summary of the literature review section. 1000-1200 words. I will tell you which journals to use for each theme (10Journals). Must be in APA 6th formatting and no plagiarism. Topic: Comparing customer satisfaction of an event in relation to employee evaluation of the same event at an event organisation (banquet - hospitality). Themes: Employee evaluation, customer satisfaction, measurement of quality service (Quality service where guest expectations meet or exceed)

User_5465 added on 05/17/15 at 05:46 PM (PST):

Measurement of quality service
Saleh, F., & Ryan, C. (1991). Analysing Service Quality in the Hospitality Industry Using the SERVQUAL Model. The Service Industries Journal, 11(3), 324.

Pleger Bebko, C. (2000). Service intangibility and its impact on consumer expectations of service quality. Journal of Services Marketing, 14(1), 9-26.

Robledo, M, A. (2001). Measuring and managing service quality: integrating customer expectations. Managing Service Quality: An International Journal, 11(1), 22-31.

customer satisfaction
Torres, E, N. (2014). Deconstructing service quality and customer satisfaction: challenges and directions for future research. Journal of hospitality marketing & management, 23(6), 652-677.

Chi, C, G., & Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International Journal of Hospitality Management, 28(2), 245-253.

Spinelli, M, A., & Canavos, G. C. (2000). Investigating the relationship between employee satisfaction and guest satisfaction. Cornell Hotel and Restaurant Administration Quarterly, 41(6), 29-33.

Pantouvakis, A., & Bouranta, N. (2013). The interrelationship between service features, job satisfaction and customer satisfaction: Evidence from the transport sector. The TQM Journal, 25(2), 186-201.

Employee Evaluation
Chang, C., Lance Ferris, D., Johnson, R. E., Rosen, C. C., & Tan, J. A. (2012). Core Self-Evaluations: A review and evaluation of the literature. Journal of Management, 38, 81-128.

Bono, J. E., & Judge, T.A. (2003). Core self-evaluations: A review of the trait and its role in job satisfaction and performance. European Journal of Personality, 17, 5-18.

Srivastava, A., Locke, E. A., Judge, T. A., & Adams, J. W. (2010). Core self-evaluations as causes of satisfaction: The mediating role of seeking task complexity. Journal of Vocational Behavior, 77(2), 255-265.


User_5465 added on 05/17/15 at 05:48 PM (PST):

1 Literature Review
This is where I will write my introduction to all the themes

1.1 Employee evaluation

1.2 Customer Satisfaction

1.3 Measurement of quality service


1.4 Literature review summary
Around 600 words