Bibliografie

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Albu, N., Turism i eficien. Principii generale, Editura Lux Libris, Braov, 2001 Albu, R., G., Antonoaie, N., Managementul serviciilor, Editura Universitii Transilvania, Braov, 2008. Albu, R., G., Antonoaie, N., Managementul n comer, turism i servicii, Editura Universitii Transilvania, Braov, 2010. Albu, R., G., Managementul dezvoltrii turistice durabile la nivel regional, Teorie i aplicaii, Ed. Infomarket, Braov, 2005. Albu, R., G., Evaluarea potenialului turistic n perspectiva dezvoltrii turistice durabile. Teorie i aplicaii, Editura Universitii Transilvania din Braov, Braov, 2007. Antonoaie, N., Fori, T., Albu, R., G., .a., Management n turism. Ecoturismul component a turismului modern, Editura Psihomedia, Sibiu, 2002. Bcanu, B., Strategia organizaiei n abordri practice, Editura Infomarket, Braov, 1999 Brown (Editor),S.,. A., Breakthrough Customer Service : Best Practices of Leaders in Customer Support, John Wiley & Sons, 1998 Coates, C., Managerul total, Ed., Teora, Buc, 1999. Collier, D., Service Management, The Automation of Services, Reston Publishing, 1985. Costea, C., Firma de comer n economia de pia, Editura Uranus, Bucureti, 2004. Druker, P., Inovaia i sistemul antreprenorial, Ed. Enciclopedic, Buc., 1993. Emilian, R., Managementul serviciilor, Ed. Expert, Buc.,2000. Fitzsimmons J., A., Fitzsimmons M, J., Service Management, Operations, Strategy, Information Technology, fifth edition, Mcgraw-Hill International edition, 2006. Fori, T., Luca, M., Managementul resurselor umane, Editura Leda & Muntenia, Sibiu, 1999 Gale, B., Wood, R., C., Managing Customer Value: Creating Quality & Service That Customers Can See, 1994. Ghibuiu, A., Serviciile i dezvoltarea, Ed. Expert, Buc., 2000. Gunn, C., Tourism Planning: Basics, Concepts, Cases, 3rd edition, Taylor and Frances, Washington, 1994 Gutek., B., The Dynamics of Service, Jossey- Bass Publishers, San Francisco, 1995. Hitt, M., Middlemist, D., Mathis, R., Management. Concepts and Effective Practice, West Publishing Company, Saint Paul, 1989 Ioncic, M., Economia serviciilor, Ed. Uranus, Buc., 2000. Jivan, A., Managementul serviciilor, Editura de Vest, Timioara, 1998. Kraus, R., G., Curtis J., E., Creative Management, WCB, Mc.Graw- Hill, Boston, 1986. Luca G., G., Management general, Ed. Chemarea, Iai, 1993. Mathis, R., Nica, P., Rusu, C., Managementul resurselor umane. Bucuresti, Ed. Economic, 1997. Mercioiu, .a, Management comercial, Editura Economic, Bucureti, 1998. Neagu, V., Managementul turistic i al serviciilor turistice, Ed, Sylvi, Bucureti, 2000. Neagu, V., Servicii i turism, Ed., Expert, Buc., 2000. Nica, P., Iftimescu, A., Management. Concepte i aplicaii, Editura Universitii Al. I. Cuza, Iai, 2003.

Nica, P., Iftimescu, A., Management. Concepte i aplicaii, Editura Sedcom Libris, Iai, 2004 31. Nica, P., Prodan, A., Iftimescu, A., Management, Editura Sedcom Libris, Iai, 2002 32. Nica, P., .a., Managementul firmei, Editura Condor, Chiinu, 1994. 33. Nistoreanu , P., Management n turism, Ed. ASE, Bucuresti, 2002. 34. Nistoreanu , P.,Tudorescu, N., Managementul prestatiei turistice, Ed. Cargo, TurnuSeverin, 2002. 35. Ni, V., Managementul serviciilor de cazare i catering, Editura Tehnopress, Iai, 2004 36. Popescu, M., Dasclu, A., Albu, R. G., Management , Editura Infomarket, Braov, 2004 37. Prodan, A., Managementul de succes. Motivaii i comportament, Editura Polirom, Iai, 1999. 38. Snak,O., Managementul serviciilor in turism, Academia Romna de Management, Bucuresti, 1994. 39. Stncioiu L., Militaru, G., Management. Elemente fundamentale,Ed. Teora, Buc., 1998. 40. Toma, S., G., Management comercial. Teste i aplicaii, Editura ASE, Bucureti, 2006. 41. Zeithaml V., Bitner,M., J., Services Marketing, McGraw-Hill, Textbook, 1996 42. Zai, Gafencu, A., Introducere n marketingul serviciilor, Ed. Universitii Al I Cuza, Iai, 1996 43. Zorlenan, T, Burdu, E., Cprescu G., Managementul organizaiei, Ed. Holding Reporter, 1996. 44. *** http://www.allbusiness.com 45. *** http://www.customerservicemanager.com 46. *** http://www.greatbrook.com/service_management_bibliogra.htm 47. *** http://www.greatbrook.com/clients.htm 48. *** http://www.12manage.com 49. ***The Times 100 case studies, http://www.thetimes100.co.uk/
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