Using fuzzy analytic hierarchy process to evaluate service performance of a travel intermediary

Chin-Tsai Lin, Chuan Lee and Wen-Yu Chen

The Service Industries Journal, 2007, vol. 29, issue 3, 281-296

Abstract: This study applies a fuzzy analytic hierarchy process (AHP) to evaluate service performance of a foreign travel intermediary (destination tour operator, DTO) through the host travel agency's vision. Service performance is a composite of various attributes, including many intangible attributes difficult to measure. Therefore, the present research adopts an AHP method and further integrates a fuzzy set theory into the service performance measurement to overcome the problem. This work collected evaluation criteria from 36 senior travel managers’ opinions, using the critical incident technique, and 56 general managers from different travel agencies to weight and rank the overall criteria by applying fuzzy AHP. Research results could help DTOs increase service performance and quality, and provide Asian travel agencies with objective standards to evaluate the most suitable business cooperators.

Date: 2007
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060701846762 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:29:y:2007:i:3:p:281-296

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060701846762

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().