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  • 1
    Electronic Resource
    Electronic Resource
    Dynamic benchmarking of hotel service quality (2002)
    Bradford : Emerald
    The @journal of services marketing 16 (2002), S. 302-321 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: Total customer satisfaction is one of the most important strategic weapons of best-practice hotel organizations. However, hotel organizations cannot achieve total customer satisfaction without gaining the knowledge of a hotel's competitive position in the changing marketplace and realizing the opportunity of continuous service improvement. With this in mind, this paper develops a set of service benchmarks that help hotel managers monitor their service delivery process, identify performance gaps, and take corrective action. In particular, we propose dynamic benchmarking based on the analytic hierarchy process (AHP) that goes beyond traditional service performance measures. Based on the longitudinal surveys of customers who have stayed at first-class hotels in Korea, this paper illustrates the usefulness of dynamic benchmarking for continuous service improvement.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876040210433211
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    Paper (German National Licenses)
    Fulltext
  • 2
    Electronic Resource
    Electronic Resource
    Competitive benchmarking of Korean luxury hotels using the analytic hierarchy process and competitive gap analysis (1996)
    Bradford : Emerald
    The @journal of services marketing 10 (1996), S. 58-72 
    Details
    ISSN: 0887-6045
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: As quality and profitability have become inseparable concepts, a growing number of service firms have considered quality their top priority in maintaining competitiveness. Commitment to service quality, however, is nothing more than lip service, unless management develops reliable service quality standards. Perhaps one of the best ways of developing such standards is to compare the firm's service performance with that of the service leader and reassess its service performance continuously through competitive benchmarking. In an effort to establish practical guidelines for competitive benchmarking, proposes the use of an analytic hierarchy process and a competitive gap analysis. These methods can help the service manager to formulate viable service improvement strategies in the increasingly competitive service industry. Illustrates the usefulness of the proposed benchmarking methodology using the case of Korean luxury hotels.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/08876049610119794
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  • 3
    Electronic Resource
    Electronic Resource
    A data mining approach to developing the profiles of hotel customers (2002)
    Bingley : Emerald
    International journal of contemporary hospitality management 14 (2002), S. 274-285 
    Details
    ISSN: 0959-6119
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: To stay competitive, hotels need to develop a viable customer retention strategy. Since a key to the successful development of such a strategy rests with customer relationship management, hotels should identify the most profitable ways to build and maintain a loyal customer relationship. In an effort to help hotels understand their customers' preferences and the ways to interact with the customers, we propose data mining techniques. Based on a case study of luxury hotels in South Korea, this paper demonstrates the usefulness and practicality of the proposed data mining techniques.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/09596110210436814
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  • 4
    Electronic Resource
    Electronic Resource
    Triangular stochastic matrices generated by infinitesimal elements (1999)
    Springer
    Czechoslovak mathematical journal 49 (1999), S. 249-254 
    Details
    ISSN: 1572-9141
    Source: Springer Online Journal Archives 1860-2000
    Topics: Mathematics
    Notes: Abstract We show that each element in the semigroup S n of all n × n non-singular upper (or lower) triangular stochastic matrices is generated by the infinitesimal elements of S n, which form a cone consisting of all n × n upper (or lower) triangular intensity matrices.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1023/A:1022444117207
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  • 5
    Electronic Resource
    Electronic Resource
    Benchmarking the quality of hotel services: managerial perspectives (1997)
    Bingley : Emerald
    International journal of quality & reliability management 14 (1997), S. 582-597 
    Details
    ISSN: 0265-671X
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: With escalating competition in the hotel industry, a growing number of hotels have considered service quality their top priority in maintaining competitiveness. To maintain competitiveness, the hotel management often needs to develop reliable service quality standards. Perhaps one of the best ways of developing such standards is to compare the hotel's service performance with that of the service leader and reassess its service performance continuously through competitive benchmarking. In an effort to establish practical guidelines for competitive benchmarking, proposes the use of an analytic hierarchy process and a competitive gap analysis. These methods can help the hotel manager formulate viable service improvement strategies in the increasingly competitive hotel industry. Illustrates the usefulness of the proposed benchmarking methodology using the case of Korean luxury hotels.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02656719710186209
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  • 6
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    Triangular stochastic matrices generated by infinitesimal elements (1999)
    Springer
    Details
    Publication Date: 1999-06-01
    Print ISSN: 0011-4642
    Electronic ISSN: 1572-9141
    Topics: Mathematics
    Published by Springer
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