Lin, Chin-Tsai; Lee, Chuan; Chen, Wen-Yu - In: The Service Industries Journal 29 (2007) 3, pp. 281-296
This study applies a fuzzy analytic hierarchy process (AHP) to evaluate service performance of a foreign travel intermediary (destination tour operator, DTO) through the host travel agency's vision. Service performance is a composite of various attributes, including many intangible attributes...