Fuzzy control model in the hospitality industry
- 1 August 2000
- journal article
- Published by Emerald in International Journal of Agile Management Systems
- Vol. 2 (2), 156-163
- https://doi.org/10.1108/14654650010337195
Abstract
Fuzzy set theory supports business decision‐making processes. So far it has been implemented in many industries, but not in the hospitality industry. An attempt is made to apply general fuzzy control model to service quality processes in the hospitality industry (SQHI). In this respect, the SQHI fuzzy control model is created. The case study underlines a possible practical use of the model in controlling service quality processes in order to achieve or sustain competitive advantage.Keywords
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