Pub Date : 2020-02-11DOI: 10.1504/ijams.2020.10026880
Emad Rabiei Hosseinabad, R. Moraga
Supplying energy has become one of the biggest concerns of developed countries due to the growing energy needs in the last decades. Utilising available renewable energy resources has been characterised as a reliable indicator, to reduce energy dependency in countries as well as securing the supplying of energy-based needs in the future. In this paper, a system dynamics approach has been utilised to illustrate the interrelationships between electricity/energy consumption, renewable energy resources as promotion plans, and energy dependency on imported resources. In order to illustrate benefits of renewable energy utilisation on reducing energy dependency, three different scenarios were developed and applied to the state of Illinois in the US to analyse the decrease in imported energy resources from external sources. The results of a computer simulation indicated that about 17 billion dollars can be saved by 2025 by reducing electricity/energy imports by implementing complete renewable energy action plans.
{"title":"The evaluation of renewable energy predictive modelling in energy dependency reduction: a system dynamics approach","authors":"Emad Rabiei Hosseinabad, R. Moraga","doi":"10.1504/ijams.2020.10026880","DOIUrl":"https://doi.org/10.1504/ijams.2020.10026880","url":null,"abstract":"Supplying energy has become one of the biggest concerns of developed countries due to the growing energy needs in the last decades. Utilising available renewable energy resources has been characterised as a reliable indicator, to reduce energy dependency in countries as well as securing the supplying of energy-based needs in the future. In this paper, a system dynamics approach has been utilised to illustrate the interrelationships between electricity/energy consumption, renewable energy resources as promotion plans, and energy dependency on imported resources. In order to illustrate benefits of renewable energy utilisation on reducing energy dependency, three different scenarios were developed and applied to the state of Illinois in the US to analyse the decrease in imported energy resources from external sources. The results of a computer simulation indicated that about 17 billion dollars can be saved by 2025 by reducing electricity/energy imports by implementing complete renewable energy action plans.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2020-02-11","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"48030245","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-11-21DOI: 10.1504/ijams.2019.103713
Lithiya Paul, T. R. Ramanan
To retain a customer in a logistics industry is difficult as it highly depends on the customer relationship management (CRM) and the quality of the service delivered. The existing customers are to be retained for longer period of time for maximum profit contribution. Hence, it is important to perform a data analysis on the CRM data to identify the right segment of customers who are to be retained to maximise profit. This study segments the customers depending on the parameters recency, frequency, and the monetary value, known as RFM analysis. Customer lifetime value estimation is done on segments obtained using the RFM Analysis to identify the profit contribution of each of the segments. The analysis carried out aids the management to adopt decisions on marketing strategies based on the RFM scores and CLV of each segment. Company can also take decisions on budget spending in retaining the right customers.
{"title":"An RFM and CLV analysis for customer retention and customer relationship management of a logistics firm","authors":"Lithiya Paul, T. R. Ramanan","doi":"10.1504/ijams.2019.103713","DOIUrl":"https://doi.org/10.1504/ijams.2019.103713","url":null,"abstract":"To retain a customer in a logistics industry is difficult as it highly depends on the customer relationship management (CRM) and the quality of the service delivered. The existing customers are to be retained for longer period of time for maximum profit contribution. Hence, it is important to perform a data analysis on the CRM data to identify the right segment of customers who are to be retained to maximise profit. This study segments the customers depending on the parameters recency, frequency, and the monetary value, known as RFM analysis. Customer lifetime value estimation is done on segments obtained using the RFM Analysis to identify the profit contribution of each of the segments. The analysis carried out aids the management to adopt decisions on marketing strategies based on the RFM scores and CLV of each segment. Company can also take decisions on budget spending in retaining the right customers.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijams.2019.103713","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45715513","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-11-21DOI: 10.1504/ijams.2019.103711
G. Srivastava
Public transportation specifically mass rapid transit service like metro rail is vulnerable to the risk due to high customer traffic, visibility, accessibility and increasing security threat. Commuters are highly sensitive and concerned about their safety while travelling through public transport facility and safety and security measure of public transportation is one of the most significant drivers of customer satisfaction. In the present study, perception data was collected from all the 160 metro stations of Delhi Metro and both qualitative and quantitative research technique was employed to analyse the result. The result of the study depicts that presence and alertness of security personnel has most significant impact over commuter satisfaction followed by effectiveness of metal detector and safety provisions against accident and terrorist attack. This study opines that security services need to be reviewed in the light of changing security dynamics to counter any critical incident and unforeseen situation.
{"title":"Understanding perception of commuters for safety and risk mitigation mechanism: the case of public transportation","authors":"G. Srivastava","doi":"10.1504/ijams.2019.103711","DOIUrl":"https://doi.org/10.1504/ijams.2019.103711","url":null,"abstract":"Public transportation specifically mass rapid transit service like metro rail is vulnerable to the risk due to high customer traffic, visibility, accessibility and increasing security threat. Commuters are highly sensitive and concerned about their safety while travelling through public transport facility and safety and security measure of public transportation is one of the most significant drivers of customer satisfaction. In the present study, perception data was collected from all the 160 metro stations of Delhi Metro and both qualitative and quantitative research technique was employed to analyse the result. The result of the study depicts that presence and alertness of security personnel has most significant impact over commuter satisfaction followed by effectiveness of metal detector and safety provisions against accident and terrorist attack. This study opines that security services need to be reviewed in the light of changing security dynamics to counter any critical incident and unforeseen situation.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijams.2019.103711","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44323730","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-11-21DOI: 10.1504/ijams.2019.103707
Hicham Jaroudi, Mohamad Hammoud
Small and medium-sized enterprises (SMEs) in Lebanon are at risk of failure because of the geo-economic crisis. The purpose of this multiple case study was to explore strategies successful leaders of SMEs use to sustain their businesses during tenuous economic conditions. The target population for the research comprised six business leaders of SMEs in Beirut, Lebanon. Data were gathered from company documents and interviews and analysed using Yin's data analysis method. Four themes emerged: Leaders of SMEs embedded change management in their organisations, increased awareness in their organisations, created solid organisational and financial structures, and created and targeted niche markets.
{"title":"Business leadership strategies under tenuous economic conditions","authors":"Hicham Jaroudi, Mohamad Hammoud","doi":"10.1504/ijams.2019.103707","DOIUrl":"https://doi.org/10.1504/ijams.2019.103707","url":null,"abstract":"Small and medium-sized enterprises (SMEs) in Lebanon are at risk of failure because of the geo-economic crisis. The purpose of this multiple case study was to explore strategies successful leaders of SMEs use to sustain their businesses during tenuous economic conditions. The target population for the research comprised six business leaders of SMEs in Beirut, Lebanon. Data were gathered from company documents and interviews and analysed using Yin's data analysis method. Four themes emerged: Leaders of SMEs embedded change management in their organisations, increased awareness in their organisations, created solid organisational and financial structures, and created and targeted niche markets.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijams.2019.103707","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41969012","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-11-21DOI: 10.1504/ijams.2019.103708
Octave Jokung, Sovan Mitra
This paper examines the concept of 'risk loving' (that is risk seeking, intemperance, edginess, etc.), which can be characterised by preferences over simple lotteries. This paper analyses the notion of preferring to combine good with good, and bad with bad, as opposed to combining good with bad as usual. The significance of such preferences has implications on utility functions and are analysed in the paper. This paper extends Eeckhoudt and Schlesinger (2006) results to risk lovers, the results from Crainich et al. (2013) are also generalised to higher orders. We also generalise to higher orders the concept of bivariate risk seeking, introduced by Richard (1975) and called correlation loving by Epstein and Tanny (1980). In the expected utility framework, risk loving of order (N, M) coincides with the non-negativity of the (N, M)th partial derivative of the utility function. In dealing with mixed risk loving utility functions, we give several useful properties, for example, mixed risk loving is consistent with the mixture of positive exponential utilities and with non-increasing coefficients of absolute risk aversion at any order.
{"title":"Risk lovers, mixed risk loving and the preference to combine good with good","authors":"Octave Jokung, Sovan Mitra","doi":"10.1504/ijams.2019.103708","DOIUrl":"https://doi.org/10.1504/ijams.2019.103708","url":null,"abstract":"This paper examines the concept of 'risk loving' (that is risk seeking, intemperance, edginess, etc.), which can be characterised by preferences over simple lotteries. This paper analyses the notion of preferring to combine good with good, and bad with bad, as opposed to combining good with bad as usual. The significance of such preferences has implications on utility functions and are analysed in the paper. This paper extends Eeckhoudt and Schlesinger (2006) results to risk lovers, the results from Crainich et al. (2013) are also generalised to higher orders. We also generalise to higher orders the concept of bivariate risk seeking, introduced by Richard (1975) and called correlation loving by Epstein and Tanny (1980). In the expected utility framework, risk loving of order (N, M) coincides with the non-negativity of the (N, M)th partial derivative of the utility function. In dealing with mixed risk loving utility functions, we give several useful properties, for example, mixed risk loving is consistent with the mixture of positive exponential utilities and with non-increasing coefficients of absolute risk aversion at any order.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijams.2019.103708","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45007911","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-11-21DOI: 10.1504/ijams.2019.103706
H. Shaari, Phoon Lee Yong, S. Salleh, S. Perumal, Fakhrul Anwar Zainol
Recent economic crisis had dragged not only profit-oriented organisations into hard situation, non-profit organisations such as public universities in Malaysia also badly affected especially in term of limited budget allocation from government. Hence, public universities are facing tremendous challenge in sustaining their university performance especially in sustaining their ranking and reputation at the global arena. As a result, universities in Malaysia nowadays are encouraged to be more creative in wealth creation for financial sustainability. This study attempts to investigate alumni readiness to donate to their alma maters as a part of the financial sustainability agenda among public universities. The study among 311 millennials alumni from one of the well-known management-based university in Malaysia revealed that attitude towards donation, peer pressure and religiosity play a significant role in explaining donor behavioural intention. Besides, religiosity also found to mediate the relationship between attitude towards donation and donor behavioural intention. Implication and recommendation for future research also is discussed in this article.
{"title":"Millennials alumni and donor behaviour: an insight from management-based university in Malaysia","authors":"H. Shaari, Phoon Lee Yong, S. Salleh, S. Perumal, Fakhrul Anwar Zainol","doi":"10.1504/ijams.2019.103706","DOIUrl":"https://doi.org/10.1504/ijams.2019.103706","url":null,"abstract":"Recent economic crisis had dragged not only profit-oriented organisations into hard situation, non-profit organisations such as public universities in Malaysia also badly affected especially in term of limited budget allocation from government. Hence, public universities are facing tremendous challenge in sustaining their university performance especially in sustaining their ranking and reputation at the global arena. As a result, universities in Malaysia nowadays are encouraged to be more creative in wealth creation for financial sustainability. This study attempts to investigate alumni readiness to donate to their alma maters as a part of the financial sustainability agenda among public universities. The study among 311 millennials alumni from one of the well-known management-based university in Malaysia revealed that attitude towards donation, peer pressure and religiosity play a significant role in explaining donor behavioural intention. Besides, religiosity also found to mediate the relationship between attitude towards donation and donor behavioural intention. Implication and recommendation for future research also is discussed in this article.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-11-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://sci-hub-pdf.com/10.1504/ijams.2019.103706","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"45202896","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-08-02DOI: 10.1504/ijams.2021.10039604
T. Umar, C. Egbu, G. Ofori, Mohamed Shaik Honnurvali, M. Saidani, A. Opoku
This paper aims to explore and to make explicit of the existing safety climate assessment tools and dimensions. The concept of safety climate is firstly discussed with a review of different safety climate factors from the published literature. A qualitative research method was employed to explore the safety climate factors through a systematic review using four databases and specific keywords. A total of 68 papers were selected for the screening process. The screening process allowed to select the final 18 safety climate assessment tools and papers consisting of 98 safety climate factors spanning over a period of 39 years (1980 – 2019). Construction organizations may consider these factors to assess the current maturity level of their safety climate and to develop plans to achieve the required level. It is recommended that the factors discussed in this paper may be validated first before they are incorporated in the assessment of safety climate.
{"title":"Exploring safety climate factors in construction","authors":"T. Umar, C. Egbu, G. Ofori, Mohamed Shaik Honnurvali, M. Saidani, A. Opoku","doi":"10.1504/ijams.2021.10039604","DOIUrl":"https://doi.org/10.1504/ijams.2021.10039604","url":null,"abstract":"This paper aims to explore and to make explicit of the existing safety climate assessment tools and dimensions. The concept of safety climate is firstly discussed with a review of different safety climate factors from the published literature. A qualitative research method was employed to explore the safety climate factors through a systematic review using four databases and specific keywords. A total of 68 papers were selected for the screening process. The screening process allowed to select the final 18 safety climate assessment tools and papers consisting of 98 safety climate factors spanning over a period of 39 years (1980 – 2019). Construction organizations may consider these factors to assess the current maturity level of their safety climate and to develop plans to achieve the required level. It is recommended that the factors discussed in this paper may be validated first before they are incorporated in the assessment of safety climate.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-08-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"49496402","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.1504/IJAMS.2019.10022349
Mohamed Dia, Abdelouahid Assaidi, P. M. Takouda, Kobana Abukari
The mining industry, one of Canada's most important sectors, is opined to be experiencing productivity issues as one of its most important issues. We perform the first efficiency analysis of Canadian mining firms using data envelopment analysis. We compute technical, managerial and scale efficiencies for a sample of 30 listed mining firms during the period 2011-2015. Our results confirm that, overall, the firms exhibit low to average technical efficiencies, largely due to managerial inefficiencies. Further, their technical and managerial efficiencies have been declining during the 2011-2015 period. Finally, sub-sectorial analysis shows that gold and diamond, gemstones, platinum and precious metal mining firms perform the best on scale efficiency, while general mining companies set the standard for managerial efficiency.
{"title":"Relative efficiency measurement of Canadian mining companies","authors":"Mohamed Dia, Abdelouahid Assaidi, P. M. Takouda, Kobana Abukari","doi":"10.1504/IJAMS.2019.10022349","DOIUrl":"https://doi.org/10.1504/IJAMS.2019.10022349","url":null,"abstract":"The mining industry, one of Canada's most important sectors, is opined to be experiencing productivity issues as one of its most important issues. We perform the first efficiency analysis of Canadian mining firms using data envelopment analysis. We compute technical, managerial and scale efficiencies for a sample of 30 listed mining firms during the period 2011-2015. Our results confirm that, overall, the firms exhibit low to average technical efficiencies, largely due to managerial inefficiencies. Further, their technical and managerial efficiencies have been declining during the 2011-2015 period. Finally, sub-sectorial analysis shows that gold and diamond, gemstones, platinum and precious metal mining firms perform the best on scale efficiency, while general mining companies set the standard for managerial efficiency.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44894102","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.1504/IJAMS.2019.10022350
Shital Jayantilal, S. Jorge, T. Palacios
In spite of the proliferation of studies in various areas regarding the benefit of being first, the first mover advantage (FMA), in the context of family firms the work is (at best) scant. Adding to this, the impact that such firms have on the world economic stage it becomes both an interesting and a necessary research avenue. To study FMA in these firms, we will focus on one of the most critical stages in the lives of such firm: succession. As most of family firms do not outlive their founders, the passage of the executive power to the next generation is a crucial test that these firms face. It is not uncommon during this stage to see siblings rival to be nominated successor. This paper advances the succession game presented by Jayantilal et al. (2016), to study whether there is any advantage for the child who moves first in the succession race. The results indicate that indeed the first mover advantage exists, and that the emotional cost of conflict plays an important role in determining it.
{"title":"First mover advantage on family firm succession","authors":"Shital Jayantilal, S. Jorge, T. Palacios","doi":"10.1504/IJAMS.2019.10022350","DOIUrl":"https://doi.org/10.1504/IJAMS.2019.10022350","url":null,"abstract":"In spite of the proliferation of studies in various areas regarding the benefit of being first, the first mover advantage (FMA), in the context of family firms the work is (at best) scant. Adding to this, the impact that such firms have on the world economic stage it becomes both an interesting and a necessary research avenue. To study FMA in these firms, we will focus on one of the most critical stages in the lives of such firm: succession. As most of family firms do not outlive their founders, the passage of the executive power to the next generation is a crucial test that these firms face. It is not uncommon during this stage to see siblings rival to be nominated successor. This paper advances the succession game presented by Jayantilal et al. (2016), to study whether there is any advantage for the child who moves first in the succession race. The results indicate that indeed the first mover advantage exists, and that the emotional cost of conflict plays an important role in determining it.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"41781700","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2019-07-01DOI: 10.1504/IJAMS.2019.10022347
Ibrahim Abdulkerim, Muralidhar Avvari, Tomas Cherkos
The purpose of this study is to analyse and measure the current service quality of Bahir Dar city hotels and design a house of quality to improve the service quality and competitiveness. SERVQUAL and quality function deployment (QFD) models are employed as a service quality measurement, design and customer satisfaction improvement tools. After prioritising customer needs, competitive assessments of hotel services were done from the customers' perspective using house of quality (HoQ). As a result of the differences between expectations and perceptions, service quality gaps are revealed in all hotel service quality dimensions. Generally, the results revealed that the overall hotels' services quality levels are bellow customers' expectations. According to the findings, technical requirements important to enhance service quality and meet customer satisfaction are identified and prioritised. Finally, a house of quality is designed to improve the service quality and competitiveness of hotels.
{"title":"Design of house of quality using SERVQUAL and QFD for service quality improvement: a case of Bahir Dar city hotels","authors":"Ibrahim Abdulkerim, Muralidhar Avvari, Tomas Cherkos","doi":"10.1504/IJAMS.2019.10022347","DOIUrl":"https://doi.org/10.1504/IJAMS.2019.10022347","url":null,"abstract":"The purpose of this study is to analyse and measure the current service quality of Bahir Dar city hotels and design a house of quality to improve the service quality and competitiveness. SERVQUAL and quality function deployment (QFD) models are employed as a service quality measurement, design and customer satisfaction improvement tools. After prioritising customer needs, competitive assessments of hotel services were done from the customers' perspective using house of quality (HoQ). As a result of the differences between expectations and perceptions, service quality gaps are revealed in all hotel service quality dimensions. Generally, the results revealed that the overall hotels' services quality levels are bellow customers' expectations. According to the findings, technical requirements important to enhance service quality and meet customer satisfaction are identified and prioritised. Finally, a house of quality is designed to improve the service quality and competitiveness of hotels.","PeriodicalId":38716,"journal":{"name":"International Journal of Applied Management Science","volume":null,"pages":null},"PeriodicalIF":0.7,"publicationDate":"2019-07-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"44459041","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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