Current study aims to prioritize four-star hotels through atwo-step procedure: firstly, classifying service quality dimensions (SQDs)based on Importance-Performance Analysis and secondly prioritizinghotels based on classified SQDs analysing the results. To reach that aim,the customers of three 4-star hotels were considered and asked to statethe quality of the service they expected to receive pr...

Researchers have highlighted that the main factors that contribute to IT service failure are the people, process and technology. However, relatively few empirical studies examine to what degree these factors contribute to service disruptions in the public sector organizations. This study explores the IT service management (ITSM) at eight (8) Front-end Agencies, four (4) Ministries and six (6) D...

current study aims to prioritize four-star hotels through atwo-step procedure: firstly, classifying service quality dimensions (sqds)based on importance-performance analysis and secondly prioritizinghotels based on classified sqds analysing the results. to reach that aim,the customers of three 4-star hotels were considered and asked to statethe quality of the service they expected to receive pr...

provided me with significant assistance and feedback to produce this thesis. I would also like to thank my committee, Douglas Perkins and Craig Anne Heflinger, for their rigorous reviews of my thesis and unwavering support for my personal and professional development. I would also like to acknowledge the staff of the state social service organization and my colleagues who were part of the large...