Attempts to introduce a quality measurement scheme (QMS) that is able to assess the immediate feedback of customers globally in real time, followed by a data mining process, which is an interactive process that involves assembling the data into a format conducive to producing a...

Purpose Many small-to-medium sized service shops (e.g. jewelry shops, fine-dining restaurants etc.) operate in a unique service environment. They often face customers in transit (i.e. transient delivery) and with minimal information of their preferences (i.e. high uncertainty). This study...