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Fuzzy control model in the hospitality industry

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journal contribution
posted on 05.06.2017, 02:00 by Petrovìc-Lazarevìc, Sonja, Wong, Amy
Fuzzy set theory supports business decision making processes. So far it has been implemented in many industries but the hospitality industry. This paper is an attempt 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 example underlines possible practical use of the model in controlling service quality processes in order to achieve or sustain competitive advantage.


Year of first publication



Working paper series (Monash University. Department of Management).

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