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Opis

Having worked extensively in the travel and hospitality sectors, author questioned what made people decide in favour of choosing one service provider instead of another. There are always a multitude of reasons why consumers decide one way or the other. These many reasons are what the author refers to as decision-choice criteria (DCC). The final choice is the result of a multi-criteria decision analysis (MCDA) by the potential buyer. Initially, the research sought to analyse those criteria that make a potential customer choose between a number of 5-star hotels. 24 DCC were framed within the four perspectives of the Balanced Scorecard. Prioritising the 24 DCC resulted in a hybrid-BSC or a Prioritised Scorecard (PSC) subsequent to two major quantitative surveys. The demand-side survey targeted potential superior hotel customers. The supply-side exercise targeted superior hotel executives in Malta. The MCDA method chosen to analyse responses was the Analytic Hierarchy Process (AHP). When the results of both surveys were compared, a strong correlation was evident. In other words, hotel managers in Malta have a very good idea of what a customer expects from a 5-star hotel.

Szczegóły książki

• Pełny tytuł: Hospitality Industry Decision Analysis in Malta
• Podtytuł: Application of a Hybrid-Balanced Scorecard
• Autor: Alfred Quintano
• Język: Angielski
• Oprawa: Miękka
• Liczba stron: 376
• EAN: 9783659930829
• ID: 15200339
• Wydawca: LAP Lambert Academic Publishing
• Waga: 515 g
• Wymiary: 220 × 150 × 19 mm
• Rok wydania: 2016

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