Browsing School of Hotel Administration Collection by Subject "ratings"
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Is the Customer Always Right? The Potential for Racial Bias in Customer Evaluations of Employee Performance (2011-01-01)With the encouragement of marketing scholars, many companies are tying employee incentives to customer ratings of satisfaction, service quality, or employee performance. One potential drawback to these practices is that ...
Issues in the Use of Ratings-based Versus Choice-based Conjoint Analysis in Operations Management Research (2009-01-01)Conjoint analysis has played an important role in helping make a number of operations management decisions including product and service design, supplier selection, and service operations capacity. Many recent advances in ...