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

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. https://doi.org/10.1108/14654650010337195




Copyright © 2000, MCB UP Limited

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

You may be able to access this content by logging in via Shibboleth, Open Athens or with your Emerald account.
To rent this content from Deepdyve, please click the button.
If you think you should have access to this content, click the button to contact our support team.