..., 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...

... in the changing marketplace and realizing the opportunity of continuous service improvement. With this in mind, this paper develops a set of service benchmarks that help hotel managers monitor their service delivery process, identify performance gaps, and take corrective action. In particular, we propose dynamic...

... integrates root cause analysis with benchmarking, process reengineering and continuous improvement. A case study is employed to illustrate the application of the framework and to demonstrate how it can benefit a bank in lowering costs, enhancing productivity, responding to customer demands, reducing...

... used method for quality improvement is benchmarking. Although there exist a number of models for the implementation of benchmarking, a survey revealed that most companies still did not know how to benchmark. In this work, we address such a fundamental issue as the setting of quality goals in services...

... approaches by benchmarking techniques currently in use in the financial services industry, by determining how informative management finds them, by isolating measurement approaches which are the most useful, and by identifying measurement approaches which are still needed. Confirms that service companies...

... reliable service quality standards. Perhaps one of the best ways of developing such standards is to compare the firm’s service performance with that of the service leader and reassess its service performance continuously through competitive benchmarking. In an effort to establish practical guidelines...