Examining antecedents and consequences of perceived-service-quality in the hotel industry: a comparison between London and New York

Purpose The paper aims at exploring the relations among the concepts of customer-relationship-management, convenience, trust, perceived-service-quality, satisfaction, perceived value, loyalty, image and purchase-intention in the hotel sector. Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to our qualitative study results and literature review, we designed a model which was examined via structural-equation-modelling (SEM) and fuzzy-set qualitative comparative analysis. Findings Our paper presents a conceptual framework which enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived-service-quality. Based on the results from NY and London, we found customer relationship management and convenience have significant impact on perceived-service-quality. Interestingly the aggregated data illustrates the negative relationship between image, loyalty, and purchase intention. Originality The approach used by the current study is partially in line with previous theoretical analyses and shows appealing patterns in international service-quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived-service-quality in the hotel industry

Fuzzy-logic-based control, filtering, and fault detection for networked systems: A Survey

This paper is concerned with the overview of the recent progress in fuzzy-logic-based filtering, control, and fault detection problems. First, the network technologies are introduced, the networked control systems are categorized from the aspects of fieldbuses and industrial Ethernets, the necessity of utilizing the fuzzy logic is justified, and the network-induced phenomena are discussed. Then, the fuzzy logic control strategies are reviewed in great detail. Special attention is given to the thorough examination on the latest results for fuzzy PID control, fuzzy adaptive control, and fuzzy tracking control problems. Furthermore, recent advances on the fuzzy-logic-based filtering and fault detection problems are reviewed. Finally, conclusions are given and some possible future research directions are pointed out, for example, topics on two-dimensional networked systems, wireless networked control systems, Quality-of-Service (QoS) of networked systems, and fuzzy access control in open networked systems.This work was supported in part by the National Natural Science Foundation of China under Grants 61329301, 61374039, 61473163, and 61374127, the Hujiang Foundation of China under Grants C14002 andD15009, the Engineering and Physical Sciences Research Council (EPSRC) of the UK, the Royal Society of the UK, and the Alexander von Humboldt Foundation of Germany

Evaluation of e-learning web sites using fuzzy axiomatic design based approach

High quality web site has been generally recognized as a critical enabler to conduct online business. Numerous studies exist in the literature to measure the business performance in relation to web site quality. In this paper, an axiomatic design based approach for fuzzy group decision making is adopted to evaluate the quality of e-learning web sites. Another multi-criteria decision making technique, namely fuzzy TOPSIS, is applied in order to validate the outcome. The methodology proposed in this paper has the advantage of incorporating requirements and enabling reductions in the problem size, as compared to fuzzy TOPSIS. A case study focusing on Turkish e-learning websites is presented, and based on the empirical findings, managerial implications and recommendations for future research are offered

Fuzzy modelling using a simplified rule base

Transparency and complexity are two major concerns of fuzzy rule-based systems. To improve accuracy and precision of the outputs, we need to increase the partitioning of the input space. However, this increases the number of rules exponentially, thereby increasing the complexity of the system and decreasing its transparency. The main factor behind these two issues is the conjunctive canonical form of the fuzzy rules. We present a novel method for replacing these rules with their singleton forms, and using aggregation operators to provide the mechanism for combining the crisp outputs

AI and OR in management of operations: history and trends

The last decade has seen a considerable growth in the use of Artificial Intelligence (AI) for operations management with the aim of finding solutions to problems that are increasing in complexity and scale. This paper begins by setting the context for the survey through a historical perspective of OR and AI. An extensive survey of applications of AI techniques for operations management, covering a total of over 1200 papers published from 1995 to 2004 is then presented. The survey utilizes Elsevier's ScienceDirect database as a source. Hence, the survey may not cover all the relevant journals but includes a sufficiently wide range of publications to make it representative of the research in the field. The papers are categorized into four areas of operations management: (a) design, (b) scheduling, (c) process planning and control and (d) quality, maintenance and fault diagnosis. Each of the four areas is categorized in terms of the AI techniques used: genetic algorithms, case-based reasoning, knowledge-based systems, fuzzy logic and hybrid techniques. The trends over the last decade are identified, discussed with respect to expected trends and directions for future work suggested

A fuzzy-QFD approach for the enhancement of work equipment safety: a case study in the agriculture sector

The paper proposes a design for safety methodology based on the use of the Quality Function Deployment (QFD) method, focusing on the need to identify and analyse risks related to a working task in an effective manner, i.e. considering the specific work activities related to such a task. To reduce the drawbacks of subjectivity while augmenting the consistency of judgements, the QFD was augmented by both the Delphi method and the fuzzy logic approach. To verify such an approach, it was implemented through a case study in the agricultural sector. While the proposed approach needs to be validated through further studies in different contexts, its positive results in performing hazard analysis and risk assessment in a comprehensive and thorough manner can contribute practically to the scientific knowledge on the application of QFD in design for safety activities