... (digraph) of the service quality is developed, where its nodes represent factors influencing the quality while its edges show the degree of interrelationships. A matrix, which is equivalent to the digraph, is established that will generate a service quality function that will result in the development...

... In this work, digraph and matrix technique through case study was utilized for finding the single numerical value, i.e. human enabler index (HEI), for quantifying the impact of human enablers of a firm under consideration using AMSs. Findings The major finding of this analytical case study is that a firm...