Veronica Velo, Cristina Mittaz, (2006) "Breaking into emerging international hotel markets:

Skills needed to face this challenge and ways to develop them in hospitality management
students" International Journal of Contemporary Hospitality Management, Vol. 18 Issue: 6,
pp.496-508, https://doi.org/101108/09596110610681539

Lu, Y., Zhou, L., Bruton G., & Li, W. (2010). Capabilities as a mediator linking resources and
the international performance of entrepreneurial firms in an emerging economy. Journal of
International Business Studies, 41(3), 419-436. doi:http://dx.doi.org/10.1057 jibs.2009.73

Kevin, Z. Z., Brown J. R., Dev, C. S., & Agarwal, S. (2007).The effects of customer and
competitor orientations on performance in global markets: A contingency analysis. Journal of
International Business Studies, 38(2), 303-
319.doi:http://dx.doi.org/10.1057/palgrave.jibs.8400259

Knight, G., Madsen,T. K., & Servais, P. (2004). An inquiry into born-global firms in europe and
the USA. International Marketing Review, 21(6), 645-665.

Osarenkhoe, A., & Komunda, M.B. (2013). Redress for customer dissatisfaction and its impact
on customer satisfaction and customer loyalty. Journal of Marketing Development and
Competitiveness, 7(2), 102-114.

Barnes, J. 2000. Secrets of Customer Relationship Management: it’s All about How You Make
Them Feel. McGraw-Hill.

Vranesevic T., Vignali C., 2003. Customer Satisfaction-Research and Management. London:
Foxwell& Davies

University of Southampton. 2010. Intercultural communication.

http://www.lanqua.eu/theme/intercultural-communication

Wursten, H., Fadrhonc, T. & Roersoe, P. 2009. Culture and Customer Service.
http://www.google.fi/url?
sa=t&rct=j&q=&esrc=s&source=web&cd=1&ved=0CDQQFjAA&url=http%3A%2F
%www.itim.org%2FCulture%2520and%2520Customer
%2520Service.pdf&ei=YklnU9nCO_D24QSAloDoCw&usg=AFQjCNHOSxAMBAwWDMkno
YLSbRPqzKxeg&bvm=by.62922401,d.bGE

Johanson, J., and J. E. Vahlne. 2003. “Business Relationship Learning and Commitment in the
Internationalisation Process”

Macdonald, S. 2001. “Too Close for Comfort? The Strategic Implication of getting close to the
customer “
Rovira Nordman E., and D. Tolstoy. 2016. “The Impact of Opportunity Connectedness of
Innovation in SME’s Foreign-market Relationships”

Yli-Ren ko, H., H. J. Sapienza, and M. Hay. 2001. “The Role of Contractual Governance
Flexibility in Realizing the Outcomes of Key Customer Relationships.” Journal of Business
Venturing 16 (6): 529-555.doi:10.1016/s0883-9026(99)00062-2.

Gerson, R. 2000. Measuring Customer satisfaction: A guide to managing quality service. Boston,
United States of America: Course technology crisp.

Grigoroudis, E., Sikos Y. 2010. Customer Satisfaction Evaluation: Methods for Measuring and
Implementing Service Quality. Technical University of crete.

Gronroos, C. 2005. Service Management and Marketing. A customer relationship management

approach. Swedish School of Economics and Business Administration.

Hill, N., Roche, G. and Allen, R. 2017. Customer Satisfaction. The customer experience through
the customer’s eyes. London, United Kingdom,Cogent Publishing Ltd.