To read the full version of this content please select one of the options below:

Fuzzy control model in the hospitality industry

Sonja Petrovic‐Lazarevic (Monash University, Churchill, Victoria, Australia)
Amy Wong (Monash University, Churchill, Victoria, Australia)

International Journal of Agile Management Systems

ISSN: 1465-4652

Article publication date: 1 August 2000



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.



Petrovic‐Lazarevic, S. and Wong, A. (2000), "Fuzzy control model in the hospitality industry", International Journal of Agile Management Systems, Vol. 2 No. 2, pp. 156-163.




Copyright © 2000, MCB UP Limited

Related articles