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

Ling-Zhong Lin (), Liang-Chih Huang () and Huery-Ren Yeh ()
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Ling-Zhong Lin: Shih Chien University
Liang-Chih Huang: National Chung Cheng University
Huery-Ren Yeh: Shih Chien University

Group Decision and Negotiation, 2012, vol. 21, issue 4, No 4, 495-517

Abstract: 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.

Keywords: Fuzzy group decision-making; Service management; QFD (search for similar items in EconPapers)
Date: 2012
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DOI: 10.1007/s10726-010-9223-5

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