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Achieving customer satisfaction through product–service systems

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  • Pan, Jeh-Nan
  • Nguyen, Hung Thi Ngoc

Abstract

The purpose of this research is to help manufacturing companies identify the key performance evaluation criteria for achieving customer satisfaction through Balanced Scorecard (BSC) and Multiple Criteria Decision Making (MCDM) approaches. To explore the causal relationships among the four dimensions of business performance in Balanced Scorecard as well as their key performance criteria, a MCDM approach combining DEMATEL and ANP techniques is adopted. Subsequently, the MCDM framework is tested using Delphi method and a questionnaire survey is conducted in 24 manufacturing firms from Taiwan, Vietnam and Thailand.

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  • Pan, Jeh-Nan & Nguyen, Hung Thi Ngoc, 2015. "Achieving customer satisfaction through product–service systems," European Journal of Operational Research, Elsevier, vol. 247(1), pages 179-190.
    • Handle: RePEc:eee:ejores:v:247:y:2015:i:1:p:179-190
    DOI: 10.1016/j.ejor.2015.05.018
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    6. Erik Schulze-González & Juan-Pascual Pastor-Ferrando & Pablo Aragonés-Beltrán, 2021. "Testing a Recent DEMATEL-Based Proposal to Simplify the Use of ANP," Mathematics, MDPI, vol. 9(14), pages 1-23, July.
    7. Chen, Liang-Hsuan & Ko, Wen-Chang & Yeh, Feng-Ting, 2017. "Approach based on fuzzy goal programing and quality function deployment for new product planning," European Journal of Operational Research, Elsevier, vol. 259(2), pages 654-663.
    8. Renbang Shan & Li Luo & Baoli Shi, 2023. "The choice of recycling strategies for decision-makers based on government subsidy and service budget," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 25(2), pages 1441-1472, February.
    9. Paolo Gaiardelli & Giuditta Pezzotta & Alice Rondini & David Romero & Farnaz Jarrahi & Marco Bertoni & Stefan Wiesner & Thorsten Wuest & Tobias Larsson & Mohamed Zaki & Philipp Jussen & Xavier Boucher, 2021. "Product-service systems evolution in the era of Industry 4.0," Service Business, Springer;Pan-Pacific Business Association, vol. 15(1), pages 177-207, March.
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    11. Jianzhong Xu & Jiaqi Zhai, 2020. "Research on the Evaluation of Green Innovation Capability of Manufacturing Enterprises in Innovation Network," Sustainability, MDPI, vol. 12(3), pages 1-20, January.
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