A process of benchmarking implies the use of a model of representation and evaluation of the performance allowing a comparison between firms, and from which a simulation of the effects of the potential actions for each one of these companies can then be carried out. The model that we propose...

Supplier selection and evaluation are arguably one of the most critical functions for the success of an organization. Several approaches exist in the literature to objectively evaluate suppliers, including analytic hierarchy process and total cost of ownership. Analytic hierarchy process...

The paper presents the main results of a benchmarking project involving eight Italian hospitals. The project sought to examine and compare the organisational processes adopted in different operating blocks, i.e. complex organisational units comprising many different actors whose performance...

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...

Provides evidence showing that although analytic hierarchy process (AHP) is effective to use for management decision making, it can be defective if used improperly. AHP becomes one of the essential multi‐criteria, decision‐making methods used by both management practitioners and academics....