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A Systematic Customer Oriented Approach based on Hesitant Fuzzy AHP for Performance Assessments of Service Departments

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Advances in Fuzzy Logic and Technology 2017 (EUSFLAT 2017, IWIFSGN 2017)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 643))

Abstract

Customer orientation is a business strategy in the lean business model that requires management and employees to focus on the changing demands and requirements of the customers.Improved business performance can be enhanced by .customer orientation. In this chapter, a systematic approach based on hesitant fuzzy AHP is proposed to deal with incomplete information due to the ambiguity to solve complex customer oriented multi criteria decision making problem of performance assessments of service departments.

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Author information

Authors and Affiliations

  1. Department of Industrial Engineering, Marmara University, Istanbul, Turkey

    Ozlem Senvar

Authors
  1. Ozlem Senvar
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Correspondence to Ozlem Senvar .

Editor information

Editors and Affiliations

  1. Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

    Janusz Kacprzyk

  2. Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

    Eulalia Szmidt

  3. Systems Research Institute, Polish Academy of Sciences, Warsaw, Poland

    Slawomir Zadrożny

  4. Institute of Biophysics and Biomedical Engineering, Department of Bioinformatics and Mathematical Modelling, Bulgarian Academy of Sciences, Sofia, Bulgaria

    Krassimir T. Atanassov

  5. WIT - Warsaw School of Information Technology, Warsaw, Poland

    Maciej Krawczak

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Senvar, O. (2018). A Systematic Customer Oriented Approach based on Hesitant Fuzzy AHP for Performance Assessments of Service Departments. In: Kacprzyk, J., Szmidt, E., Zadrożny, S., Atanassov, K., Krawczak, M. (eds) Advances in Fuzzy Logic and Technology 2017. EUSFLAT IWIFSGN 2017 2017. Advances in Intelligent Systems and Computing, vol 643. Springer, Cham. https://doi.org/10.1007/978-3-319-66827-7_26

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  • DOI: https://doi.org/10.1007/978-3-319-66827-7_26

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-319-66826-0

  • Online ISBN: 978-3-319-66827-7

  • eBook Packages: EngineeringEngineering (R0)

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