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

Lin, Ling-Zhong; Huang, Liang-Chih; Yeh, Huery-Ren
July 2012
Group Decision & Negotiation;Jul2012, Vol. 21 Issue 4, p495
Academic Journal
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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