摘要
为了消除针对顾客服务的竞争性对比分析中所存在的大量不确定模糊因素,运用模糊决策理论和方法,以市场中的多个竞争对手的服务业绩作为标杆,建立了关于竞争性对比分析的多级模糊综合评判模型.为顾客服务的各要素的服务水平的改进方向而言,提供了一种定量化的方法.通过实例证明了该方法在实际应用中是有效和可行的.
In order to minimize fuzzy uncertainty factors in the competitive comparison analysis of customer service, a model of multistage fuzzy comprehensive evaluation about customer service improvements is set up through fuzzy decision theory with the benchmark of several competitors of the service performance in the marketplace. A method to improve the direction of customer service elements is supplied. The method is proved to be efficient and feasible in practice by analyzing an example.
出处
《北京理工大学学报》
EI
CAS
CSCD
北大核心
2008年第9期838-842,共5页
Transactions of Beijing Institute of Technology
基金
国家自然科学基金资助项目(70471063,70771010)
北京理工大学研究生科技创新项目(GA200813,GB200818)
河南科技大学青年基金项目(2007QN051)
关键词
顾客服务
服务要素
多级模糊综合评判
改进方向
customer service
service elements
multistage fuzzy comprehensive evaluation
direction of improvement
