Dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation

被引：19
|
作者：
Onar, Sezi Cevik [1 ]
Oztaysi, Basar [1 ]
Kahraman, Cengiz [1 ]
机构：
[1] Istanbul Tech Univ, Ind Engn, TR-34367 Istanbul, Turkey
来源：
COMPLEX & INTELLIGENT SYSTEMS | 2017年 / 3卷 / 03期
关键词：
Dynamic intuitionistic; Fuzzy; Performance evaluation; Aftersales; Multi-criteria; SALES SERVICE; CUSTOMER SATISFACTION; QUALITY; EXTENSION; LOYALTY; SEARCH; PROFIT; CHAIN; SETS;
D O I：
10.1007/s40747-017-0047-7
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Aftersales services are crucial for gaining a competitive advantage, since they enhance long-term profitability and sustainability. Aftersales service performance evaluation is necessary to understand current problems and develop new strategies. Multi-period evaluations are required for revealing these performances. Moreover, performance appraisal results usually involve uncertainty and fuzziness. In this study, a dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation method is used to measure the performance of an electronics company. A sensitivity analysis is conducted to examine the robustness of the results.
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页码：197 / 204
页数：8
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