Importance-performance analysis of service quality dimensions for the customer groups segmented by DEA : the case of four star hotels
Reza Dabestani, Arash Shahin and Mohammad Saljoughian (Department of Management, University of Isfahan, Isfahan, Iran), and Hadi Shirouyehzad (Department of Industrial Engineering, Najafabad Branch, Islamic Azad University, Isfahan, Iran)
| Year of publication: |
2016
|
|---|---|
| Authors: | Dabestani, Reza ; Shahin, Arash ; Saljoughian, Mohammad ; Shirouyehzad, Hadi |
| Published in: |
International journal of quality & reliability management. - Bingley : Emerald Group Publishing Limited, ISSN 0265-671X, ZDB-ID 51787-2. - Vol. 33.2016, 2, p. 160-177
|
| Subject: | Customer satisfaction | Prioritization | Hotel | Data envelopment analysis (DEA) | Importance-performance analysis (IPA) | Service quality (SQ) | Performance-Messung | Performance measurement | Dienstleistungsqualität | Service quality | Data-Envelopment-Analyse | Data envelopment analysis | Kundenzufriedenheit | Hotellerie | Hotel industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/IJQRM-02-2014-0022 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011459948