TY - GEN
T1 - An analytic model for measuring customer's service preferences in manufacturing supply chain
AU - Zhou, Lina
AU - Xu, Xiaofei
AU - Deng, Shengchun
PY - 2008
Y1 - 2008
N2 - Customers in today's marketplace are more demanding, not just of products, but also of service. For manufacturing industries, having a good understanding of the customer's preferences is a key issue to improve customer's satisfaction. Although many approaches for gaining customer's product preferences are reported in the literatures, the problem of analysis customer's service preferences is still not well addressed. To that end, a fuzzy analytic network process (F-ANP) model for measuring the customer's service preferences is proposed in this paper. Firstly, the service factors are summarized under three sales stages. Secondly, based on the complex relationships between the service factors and the customers, the decision network is constructed, and the F-ANP decision process is developed. Finally, a case study is provided to demonstrate the effectiveness of the proposed model.
AB - Customers in today's marketplace are more demanding, not just of products, but also of service. For manufacturing industries, having a good understanding of the customer's preferences is a key issue to improve customer's satisfaction. Although many approaches for gaining customer's product preferences are reported in the literatures, the problem of analysis customer's service preferences is still not well addressed. To that end, a fuzzy analytic network process (F-ANP) model for measuring the customer's service preferences is proposed in this paper. Firstly, the service factors are summarized under three sales stages. Secondly, based on the complex relationships between the service factors and the customers, the decision network is constructed, and the F-ANP decision process is developed. Finally, a case study is provided to demonstrate the effectiveness of the proposed model.
KW - ANP
KW - SCM
KW - Service preferences
KW - TFN
UR - https://www.scopus.com/pages/publications/58049141150
U2 - 10.1109/SOLI.2008.4682955
DO - 10.1109/SOLI.2008.4682955
M3 - 会议稿件
AN - SCOPUS:58049141150
SN - 9781424420131
T3 - Proceedings of 2008 IEEE International Conference on Service Operations and Logistics, and Informatics, IEEE/SOLI 2008
SP - 2490
EP - 2495
BT - Proceedings of 2008 IEEE International Conference on Service Operations and Logistics, and Informatics, IEEE/SOLI 2008
T2 - 2008 IEEE International Conference on Service Operations and Logistics, and Informatics, IEEE/SOLI 2008
Y2 - 12 October 2008 through 15 October 2008
ER -