___

• Alexandris, K., Dimitriadis, N. ve Markata D. (2002). “Can perceptions of Service Quality Predict Behavioral Intentions? An Explatory Study in the Hotel Sector in Greece”, Managing Service Quality, 12 (4), 224-231
• Adreasen, A. R. ve Best, A. (1977), “Consumers Complain-Does Business Respond” Harvard Business Review, July-August, 93-101.
• Argyris C. ve Schön D.A. (1996), Organizational Learning: A Theory of Action Perspective Addison Wesley, Reading MA.
• Bahar, O. ve Kozak, M. (2005). Küreselleşme Sürecinde Uluslararası Turizm ve Rekabet Edebilirlik. Ankara: Detay Yayıncılık.
• Barlow J. ve Moller C. (1998), Her Şikayet Bir Armağandır (Çev. G. Günay), İstanbul, RotaYayınları.
• Bell, J. B., Mengüç, B. ve Stefani, S. L. (2004), “When Customers Dissappoint: A Model of Relational Internal Marketing and Customer Complaints” Academy of Marketing Science, 32(2),112-126.
• Brandon M. J. F. (2011). Exploring Ski Tourist Motivations for Active Sport Travel, A Thesis Submitted to the Faculty of Graduate Studies through the Department of Kinesiology in Partial Fulfillment of the Requirements for the Degree of Master of Human Kinetics at the University of Windsor Windsor, Ontario, Canada
• Briggs, S., Sutherland J., ve Drummond S. (2007). “Are Hotel Serving Quality? An Exploratory Study of Service Quality in The Scottish Hotel Sector”, Tourism Management, 28, 1006- 1019
• Buhalis, D., (2002) eTourism: Information technologies for strategic tourism management. New York: Financial Times Prentice Hall
• Buhalis, D., ve Law, R. (2008) “Progress in information technology and tourism management: 20 years on and 10 years after the Internetdthe state of eTourism research”. Tourism Management, 29(4) 609–623.
• Bull, C. (2005). “Sport tourism destination resource analysis”. İçinde J. Higham (Edt.), Sport tourism destinations: issues, opportunities and analysis, 25–38. Oxford: Elsevier Butterworth- Heinemann.
• Burnes, B., Cooper, C. ve West, P. (2003), “Organizational Learning: The New Management Paradigm?” Management Decision, 41(5), 452-464.
• Cai, L. A. (2002). Cooperative branding for rural destinations. Annals of Tourism Research, 29 (3): 720-742
• DeFleur, M. ve Dennis Everette, E. (2010) Understanding Media in the Digital Age Paperback, Pearson.
• DPT (1991). Erzurum-Palandöken Kış Sporları Merkezi ve Turizm Master Plan Çalışması.
• DPT (2000). Doğu Anadolu Projesi Ana Planı Kars İli Sarıkamış Kış Turizmi, Ön Fizibilite Etüdü.
• Elsasser, H. ve Bürki, R. (2007). “Auswirkungen von Umweltveränderungen auf den Tourismus”, İçinde Becker, C., Hopfinger, H. ve Steinecke, A., Geographie der Freizeit und des Tourismus, München: Oldenbourg, 865-875
• Emir, Kılıç ve Pelit (2010), “Üç yıldızlı otel işletmelerinde müşteri memnuniyeti üzerine bir araştırma”, Süleyman Demirel Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, 15, 291-310
• Fiol, M. C. ve Lyles, M. H.(1985), “Organizational Learning” The Academy of
• Management Review, July-August, 10(4), pp.803-813.
• Fornell, C. ve Wernerfelt, B. (1987), “Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis” Journal of Marketing Research, Kasım, 24, 337-46.
• Fritz, W. (2006) Intelligent systems. 20.02.13.
• Fry, J. (2006). The Story of modern skiing. Lebanon: University Press of New England.
• Garvin, D. A. (1999), Öğrenen Bir Örgüt Yaratmak, Bilgi Yönetimi (Çev: Gündüz Bulut), İstanbul, Mess Yayınları.
• Gersil, A. (2013). “Üretim Sistemleri ve Teknolojilerindeki Gelişmelerin ve Küreselleşmenin Geleneksel Maliyet Muhasebesine Etkileri”, Ankara Üniversitesi Sosyal Bilimler Fakültesi Dergisi, 62 (4), 107-123
• Giritlioğlu, İ. (2008). Otel İşletmelerinde Mutfak Yönetimi ve Yiyecek Döngüsündeki Kayıpların Belirlenmesine Yönelik Bir Araştırma, Yayımlanmamış Yüksek Lisans Tezi, Balıkesir Üniversitesi Sosyal Bilimler Enstitüsü, Balıkesir
• Gretzel, U. (2011) “Consumer generated content – Trends and implications for branding”. E-Review of Tourism Research, 4(3) 9–11.
• Gronroos, C.(1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18, 4, 36-44.
• Güreş, N. (2004), “Müşteri Kayıplarıyla İlgilenmesinin İşletme Açısından Önemi” Pazarlama Dünyası, 18 (2), 54-57.
• Hallmann, K. ve Breuer, C. (2010). “Image fit between sport events and their hosting destinations from an active sport tourist perspective and its impact on future behaviour”. Journal of Sport & Tourism, 15, 211-233.
• Harrison-Walker, L.J. (2001), “E-Complaning: A Content Analysis Of An Internet Complaint Forum” Journal of Services Marketing, 15(5), 397-412.
• Hsu, T. K. ve Tsai Y. F. (2009). “The preference analysis for tourist choice of destination: A case study of Taiwan”. Tourism Management, 30 (2), 288-297.
• Huber, G. P. (1991), “Organizational Learning: The Contributing Processes and the Literatures” Organizations Science, Şubat, 2(1), 88-115.
• Hudson, S. (2000): “The Segmentation of Potential Tourists: Constraint Diffe rences between Men and Women”, Journal of Travel Research, 38, 363-368.
• Hudson, S., Cross, P. (2005). “Winter sports destinations: dealing with seasonality”. İçinde J. Higham (Edt), Sport tourism destinations: issues, opportunities and analysis, 188–204. Oxford: Elsevier Butterworth-Heinemann.
• İncekara, A. (1998). Doğu Anadolu’da Kış Turizmi ve Gelişme Olanakları, İstanbul: İTO Yayını, Yayın No:18.
• Jameson, A. (2003). “Adaptive interfaces and agents”. İçinde J. A. Jacko ve A. Sears (Edt.), The human-computer interaction handbook: Fundamentals, evolving technologies and emerging applications (305–330). Mahwah, NJ: Lawrence Erlbaum Associates.
• Jeng, J.M., ve Fesenmaier, D.R. (2002) Conceptualizing the travel decisionmaking hierarchy: A review of recent developments. Tourism Analysis, 7(1),15-32.
• Kämpf, R. ve Kaspar, W. (2005). “Erfolgsfaktoren im alpinen Tourismus, BAK Basel
• Economics, seco Publikation Direktion für Standortförderung”, IBC Report 2005, Basel.
• Kelley, S.W., Hoffman, K.D. ve Davis, M.A. (1993), “A Typology of Retail Failures and Recoveries'' Journal of Retailing, 69(4), 429-52.
• Kim, H ve Kim, W. G. (2004) ‘The relationship between brand equity and firms’ performance in luxury hotels and chain restaurants’. Tourism Management, 26(4) 549-560.
• Lapré, M. A. ve Tsikriktsis, N. (2006), “Organizational Learning Curves for Customer Dissatisfaction: Heterogeneity Across Airlines” Management Science, 52(3), pp.352-366.
• Levitt, B. ve March, J.(1988), “Organizational Learning” Annual Review of Sociology, 14, 319-340.
• Lewis, B.R., Orledge, J. ve Mitchell V. W. (1994), “Service Quality: Students’ Assessement of Banks and Building Societies”, International Journal of Bank Marketing, 12, 4, 3-12.
• Lovelock C. H. ve Wright, L. K. (1999), Principles of Services Marketing and Management, New Jersey, Prentice Hall.
• Manovich, L. (2003) "New Media From Borges to HTML." İçinde Noah Wardrip-Fruin ve Nick Montfort (Edt.) The New Media Reader, Cambridge, Massachusetts, 2003. 13-25.
• Mattila, A. S. ve Mount, D.J (2003), “The Impact of Selected Customer Characteristics and Response time on E-complaint Satisfaction and Return Intent”, Hospitalty Management, 22 (2), 135-145.
• McDougall, H.G. ve Levesque, T. (2000), “Customer Satisfaction with Services: Putting Perceived Value into the Equation” Journal of Services Marketing, 14(5), 392-410.
• McGill, M. E. ve Slocum, J. W. (1993), “Unlearning the Organization” Organizational Dynamics, 22(2), pp.67-79.
• Parasuraman, A. ve Berry, L.(1997), “Listening to the Customer: The Concept of Service Quality Information System” Sloan Management Review, 38(3), pp.65-76.
• Parasuraman, A. , Zeithmal A.V. ve Berry L. L. (1988). “A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64, 12-40
• Prebensen, N. K. (2007). “Exploring Tourists’ Image of a Distant Destination”, Tourism Management, 28 (3), 747-756
• Schivinski, B. ve Dąbrowski, D. (2014) The Effect of Social-Media Communication on Consumer Perceptions of Brands. Journal of Marketing Communications: 2–19.
• Schorr, A. ve Schenk,M & Campbell,W (2003) Communication Research and Media Science in Europe, Berlin: Mouton de Gruyter.
• Scott, D. ve McBoyle, G.(2007).“Climate change adaptation in the ski industry”. Mitigation and Adaption Strategies for Global Change, 12, 1411–1431.
• Smith, P. ve Tosey, P. (1999), “Assessing The Learning Organization: Part 1- Theoretical Foundations” The Learning Organization, 6(2), 70-75.
• Vanat, L. (2012). 2012 International report on mountain tourism. Overview of the key industryfigures for ski resorts, http://www.vanat. ch/RM-world-report- 2012.pdf.
• Wall, E. A. ve Berry, L. L. (2007). “The Combined Effects of the Physical Environment and Employee Behavior on Customer Perception of Restaurant Service Quality”, Cornell Hotel and Restaurant Administration, 48 (1), 59-69
• Won, D. ve Hwang, S. (2009). “Factors influencing the college skiers and snowboarders’ choice of a ski destination in Korea: A conjoint study”. Managing Leisure,
• Yanık, A. (2014) Yeni Medya Kullanımındaki Akış Deneyiminin Risk Algısı ve Online Turistik Satın Alma Niyetine Etkisi, Adnan Menderes Üniversitesi Sosyal Bilimler Enstitüsü Turizm İşletmeciliği Anabilim Dalı, Aydın, Türkiye
• Yüksel, A. ve Kılınç, U.K. (2003), “Müşterilerin Şikayet Çözümüne Yönelik Konaklama İşletmelerinden Beklentileri ve Değişik Müşteri Grupları Arasındaki Beklenti Farkları” Anatolia: Turizm Araştırmaları Dergisi, 14(1), 23-32.
• Yüksel, A., Yanık, A. ve Ayazlar, R. (2015) Bilimsel Araştırma Yöntemleri, Ankara: Seçkin