..., this paper aims to develop a set of benchmarks that helps supermarkets monitor their service delivery process, identify relative weaknesses, and take corrective actions for continuous service improvements. Design/methodology/approach This paper proposes analytic hierarchy process (AHP) and competitive...

... benchmarking based on the analytic hierarchy process (AHP) that goes beyond traditional service performance measures. Based on the longitudinal surveys of customers who have stayed at first‐class hotels in Korea, this paper illustrates the usefulness of dynamic benchmarking for continuous service improvement...

... for competitive benchmarking, proposes the use of an analytic hierarchy process and a competitive gap analysis. These methods can help the service manager to formulate viable service improvement strategies in the increasingly competitive service industry. Illustrates the usefulness of the proposed benchmarking...