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A tractable approximation approach to improving hotel service quality

Research paper by Robin G. Qiu, Zhengpeng Wu, Yan Yu

Indexed on: 25 Aug '11Published on: 25 Aug '11Published in: Journal of Service Science Research



Abstract

Typically, the service quality in the hotel industry is analyzed using cross-sectional empirical studies. For example, to examine current causal relationships among various latent and manifest variables using structural equation modeling plays a key role in understanding how services are provided at a given hotel. Note that accurate prediction of service quality certainly helps decision-makers better manage their services operations to sustain quality services to meet the ever-changing needs of customers. In this paper, by integrating continued fraction interpolation theory and genetic algorithms, an innovative service quality prediction model in the hotel industry is presented. An illustrative example is provided, which essentially shows the applicability of this proposed innovative methodology.