Data envelopment analysis (DEA), a non-parametric technique, has emerged as a popular management tool for measuring the performance of a set of entities, known as decision making units. This book, Data Envelopment Analysis and Its Applications to Management, is a collection of contributions from...

Purpose: The purpose of this paper is to propose the microeconomics concept of elasticity to estimate the SERVQUAL gap elasticity to derive important insights for service providers to develop the right strategies to bridge the overall gap in service. Design/methodology/approach: The dimensions...