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A tractable approximation approach to improving hotel service quality

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Journal of Service Science Research

Abstract

Typically, the service quality in the hotel industry is analyzed using cross-sectional empirical studies. For example, to examine current causal relationships among various latent and manifest variables using structural equation modeling plays a key role in understanding how services are provided at a given hotel. Note that accurate prediction of service quality certainly helps decision-makers better manage their services operations to sustain quality services to meet the ever-changing needs of customers. In this paper, by integrating continued fraction interpolation theory and genetic algorithms, an innovative service quality prediction model in the hotel industry is presented. An illustrative example is provided, which essentially shows the applicability of this proposed innovative methodology.

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Authors and Affiliations

  1. Division of Engineering and Information Science, The Pennsylvania State University, Philadelphia, USA

    Robin G. Qiu

  2. Department of Applied Mathematics, Communication University of China, Beijing, 100024, China

    Zhengpeng Wu

  3. College of Economics and Management, Nanjing University of Aeronautics and Astronautics, Nanjing, 210016, China

    Yan Yu

Authors
  1. Robin G. Qiu
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  2. Zhengpeng Wu
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  3. Yan Yu
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Corresponding author

Correspondence to Robin G. Qiu.

Additional information

Robin G. Qiu is with Division of Engineering and Information Science at the Pennsylvania State University. Dr. Qiu currently serves as Advisory Editor of International Journal of Services Operations and Informatics and Editor-in-Chief of INFORMS Service Science, an associate editor of the IEEE Transactions on Systems, Man and Cybernetics, and is on the editorial boards of several other international journals. Dr. Qiu was an associate editor of IEEE Transactions on Industrial Informatics, the founder and General Chair of the 2005–2008 IEEE International Conference on Service Operations and Logistic, and Informatics, the founding and General Chair of 2009 INFORMS International Conference on Service Science. He was the founding chair of the Logistics and Services Technical Committee, Intelligent Transportation Systems Society, IEEE and the founding chair of Service Science Section of the INFORMS (the first of its kind-a worldwide Service Science organization). He has had over 100 peer-reviewed publications. His papers have appeared in IEEE Transactions on System, Man and Cyber-netics, IEEE Transactions on Semiconductor Manufacturing, Service Science, Decision Support Systems, Journal of Intelligent Manufacturing, International Journal of Production Economics, International Journal of Production Research, etc.

Zhengpeng Wu received his Ph.D. at Computational Mathematics, Institute of Computational Mathematics, and M.A. at Department of Statistics and Information, Nankai University. He works with Communication University of China. His research areas include grey system and service science.

Yan Yu has a master’s degree in Computer Science. She is now studying for Ph.D in Enterprise Management. Yan Yu is currently with Department of Computer Science, Southeast University, Nanjing, China. Her main research interests include social network analysis and data mining. She has published a book about J2EE and some related articles.

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Qiu, R.G., Wu, Z. & Yu, Y. A tractable approximation approach to improving hotel service quality. J Serv Sci Res 3, 1–20 (2011). https://doi.org/10.1007/s12927-011-0001-y

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  • DOI: https://doi.org/10.1007/s12927-011-0001-y

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