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Fuzzy Group Decision-Making for Service Innovations in Quality Function Deployment

Author

Listed:
  • Ling-Zhong Lin

    (Shih Chien University)

  • Liang-Chih Huang

    (National Chung Cheng University)

  • Huery-Ren Yeh

    (Shih Chien University)

Abstract

Since little effort has been devoted to measuring service management from epistemology perspectives, this study develops a scientific framework for its evaluation. Service management is defined as what is perceived by the tourists and decision makers during the process of service generation and delivery processes. This in turn depends on the service conditions experienced during the process and at the accommodation. The study uses fuzzy group decision-making and a Quality Function Deployment method to analyze various service evaluation criteria. It further considers the possibility of “Fuzzy Sets” in making subjective judgments, and applies a Fuzzy-based decision-making method to evaluate service management.

Suggested Citation

  • Ling-Zhong Lin & Liang-Chih Huang & Huery-Ren Yeh, 2012. "Fuzzy Group Decision-Making for Service Innovations in Quality Function Deployment," Group Decision and Negotiation, Springer, vol. 21(4), pages 495-517, July.
    • Handle: RePEc:spr:grdene:v:21:y:2012:i:4:d:10.1007_s10726-010-9223-5
    DOI: 10.1007/s10726-010-9223-5
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    References listed on IDEAS

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    1. Temponi, Cecilia & Yen, John & Amos Tiao, W., 1999. "House of quality: A fuzzy logic-based requirements analysis," European Journal of Operational Research, Elsevier, vol. 117(2), pages 340-354, September.
    2. Govers, Cor P. M., 2001. "QFD not just a tool but a way of quality management," International Journal of Production Economics, Elsevier, vol. 69(2), pages 151-159, January.
    3. Partovi, Fariborz Y., 2006. "An analytic model for locating facilities strategically," Omega, Elsevier, vol. 34(1), pages 41-55, January.
    4. Partovi, Fariborz Y. & Corredoira, Rafael A., 2002. "Quality function deployment for the good of soccer," European Journal of Operational Research, Elsevier, vol. 137(3), pages 642-656, March.
    5. Chan, Lai-Kow & Wu, Ming-Lu, 2005. "A systematic approach to quality function deployment with a full illustrative example," Omega, Elsevier, vol. 33(2), pages 119-139, April.
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