Fuzzy Group Decision-Making for Service Innovations in Quality Function Deployment |
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Authors: | Ling-Zhong Lin Liang-Chih Huang Huery-Ren Yeh |
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Affiliation: | 1. Department of Marketing Management, Shih Chien University, Kaohsiung Campus, 200 University Road, Nei-Men Hsiang, Kaohsiung Hsien, 845, Taiwan 2. Department of Labor Relations, National Chung Cheng University, Minhsiung, Taiwan 3. Department of Marketing Management, Shih Chien University, Kaohsiung Campus, Neimen, Taiwan
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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. |
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