IDEAS home Printed from https://ideas.repec.org/a/taf/uiiexx/v51y2019i11p1167-1189.html
   My bibliography  Save this article

An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service

Author

Listed:
  • Hong-Bin Yan
  • Xiang-Sheng Meng
  • Tieju Ma
  • Van-Nam Huynh

Abstract

This article proposes an uncertain target-oriented QFD approach to service standardization-based service design with an application to bank window service, based on a probabilistic interpretation of weighting information. On the one hand, the proposed approach performs computations solely based on the order-based semantics of linguistic labels and comparisons of linguistic profiles, without needing to quantify the qualitative concepts. It can thus guarantee the robustness of QFD and easy of use in practice. On the other hand, the proposed approach sets uncertain targets for customer needs (WHATs) and service standards (HOWs) by competitors’ uncertain service performance on WHATs and HOWs, and conducts satisfactory-oriented competitive analysis from the perspective of uncertain target-oriented decision analysis. Moreover, the proposed approach is applied to an empirical case study of window service design based on service standardization in the Shanghai Branch of Bank JT. The results show that the bank should pay more attention to “Service specifications”, “Service providing specifications”, and “Service evaluation and improvement standards”. Industry feedback shows that the results are consistent with service acceptance and provide valuable insights to the service standardization in the bank. Comparisons with existing studies show that our proposed approach is comparable with existing studies.

Suggested Citation

  • Hong-Bin Yan & Xiang-Sheng Meng & Tieju Ma & Van-Nam Huynh, 2019. "An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service," IISE Transactions, Taylor & Francis Journals, vol. 51(11), pages 1167-1189, November.
  • Handle: RePEc:taf:uiiexx:v:51:y:2019:i:11:p:1167-1189
    DOI: 10.1080/24725854.2018.1542545
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/24725854.2018.1542545
    Download Restriction: Access to full text is restricted to subscribers.

    File URL: https://libkey.io/10.1080/24725854.2018.1542545?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Yan, Hong-Bin & Li, Ming, 2022. "Consumer demand based recombinant search for idea generation," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
    2. Vadivel Sengazani Murugesan & A. H. Sequeira & Sunil Kumar Jauhar & Vimal Kumar, 2020. "Sustainable postal service design: integrating quality function deployment from the customers perspective," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 11(2), pages 494-505, April.
    3. Yuanzhong Li & Xinbang Cao & Shaojian Qu & Ying Ji & Zilong Xia, 2022. "Cost Sharing in Insurance Communities: A Hybrid Approach Based on Multiple-Choice Objective Programming and Cooperative Games," Sustainability, MDPI, vol. 14(24), pages 1-18, December.
    4. Jinmin Kim & Jaeyoung Kim, 2021. "An Integrated Analysis of Value-Based Adoption Model and Information Systems Success Model for PropTech Service Platform," Sustainability, MDPI, vol. 13(23), pages 1-17, November.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:uiiexx:v:51:y:2019:i:11:p:1167-1189. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/uiie .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.