Performance improvement is at the heart of all strategic management. Thus, theprincipal objectives of this study were … characteristics from the business strategy(porter, 1980) and service management (Gronroos, 1990; Zeithaml, Parasuraman, andBerry, 1990 … studied: Location, (Service)Segment, (Ownership-Management) Affiliation, and Size. Additionally, similardifferences were also …