Contents
An Exploratory Case Study of Resilience and the Leading Retailers in the Uk 5
Peter Jones & Daphne Comfort
Implementing a New Service Development Process 19
Barry Davies & Vanessa Warren
Responsible Parenting as a Way of Establishing Family-school Partnership 34
Alma Švraka
Analysis of Service Quality and Customer Satisfaction in Hospitality. Case Study: Mice Hotels in Kosovo 47
Ejup Fejza, Marigona Sogojeva & Labeat Fejza