Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods

Ayvaz-Çavdaroğlu, Nur; Iyanna, Shilpa; Foster, Monika

doi:10.1016/j.ijhm.2024.103931

International Journal of Hospitality Management

2024

DOI: 10.1016/j.ijhm.2024.103931

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Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods

Nur Ayvaz-Çavdaroğlu,

Shilpa Iyanna,

Monika Foster

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Navigating the Complexity of HRM Practice: A Multiple-Criteria Decision-Making Framework

Mirčetić,

Popović,

Vukotić

et al. 2024

Mathematics

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A myriad of diverse factors affect the contemporary business environment and all business areas, causing organisations to innovate new business models, or to use innovations to navigate the complexity of contemporary HRM practice successfully. Despite the plenitude of notable studies, a particular theoretical gap exists regarding the innovation’s impact on particular HRM practices and on understanding how multiple-criteria decision-making (MCDM) methods can be effectively applied in the context of human resource management (HRM) to address important aspects of successful practices and prioritise the considered alternative solutions. Recognising the potential of the MCDM field highlighted the possibility of involving the MCDM methods in detecting the most influential and innovative HRM practices and defining the rank of companies that are most successful in applying them. The innovative MCDM approach proposed here utilises the CRITIC (CRiteria Importance Through Intercriteria Correlation) method and PIPRECIA-S (Simple PIvot Pairwise RElative Criteria Importance Assessment) method for prioritising innovative HRM practices, and the COBRA (COmprehensive Distance Based RAnking) method for assessing the companies under evaluation. The research, which involved 21 respondent experts from the HRM field and 12 companies from the Republic of Serbia, revealed that employee participation is the most significant innovative HRM practice that yields the best results in the contemporary business environment. Consequently, the first-ranked company most successfully met the requirements of the innovative HRM practices presented.

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Navigating the Complexity of HRM Practice: A Multiple-Criteria Decision-Making Framework

Mirčetić,

Popović,

Vukotić

et al. 2024

Mathematics

View full text Add to dashboard Cite

show abstract

scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.

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Smart service quality in hospitality – A quantitative assessment using MCDM and clustering methods

Cited by 1 publication

References 60 publications

Navigating the Complexity of HRM Practice: A Multiple-Criteria Decision-Making Framework

Navigating the Complexity of HRM Practice: A Multiple-Criteria Decision-Making Framework

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