An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service
An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service
复制标题
基于服务标准化的不确定目标导向QFD服务设计方法及其在银行窗口服务中的应用
DOI：
10.1080/24725854.2018.1542545
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发表时间：
2019-04
影响因子：
2.6
通讯作者：
Van-Nam Huynh
中科院分区：
文献类型：
--
作者：
Yan Hong-Bin;Meng Xiang-Sheng;Ma Tieju;Van-Nam Huynh
摘要：本文基于对权重信息的概率解释，提出了一种面向不确定目标的质量功能展开（QFD）方法，用于基于服务标准化的服务设计，并将其应用于银行窗口服务。一方面，该……
Abstract This article proposes an uncertain target-oriented QFD approach to service standardization-based service design with an application to bank window service, based on a probabilistic interpretation of weighting information. On the one hand, the proposed approach performs computations solely based on the order-based semantics of linguistic labels and comparisons of linguistic profiles, without needing to quantify the qualitative concepts. It can thus guarantee the robustness of QFD and easy of use in practice. On the other hand, the proposed approach sets uncertain targets for customer needs (WHATs) and service standards (HOWs) by competitors’ uncertain service performance on WHATs and HOWs, and conducts satisfactory-oriented competitive analysis from the perspective of uncertain target-oriented decision analysis. Moreover, the proposed approach is applied to an empirical case study of window service design based on service standardization in the Shanghai Branch of Bank JT. The results show that the bank should pay more attention to “Service specifications”, “Service providing specifications”, and “Service evaluation and improvement standards”. Industry feedback shows that the results are consistent with service acceptance and provide valuable insights to the service standardization in the bank. Comparisons with existing studies show that our proposed approach is comparable with existing studies.
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影响因子：
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作者：
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通讯作者：
ZADEH, LA
影响因子：
5
作者：
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通讯作者：
L. Victorino;R. Verma;Don G. Wardell
影响因子：
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作者：
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影响因子：
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通讯作者：
Juite Wang
DOI：
10.34105/j.kmel.2015.07.021
发表时间：
2015-04
期刊：
Knowledge Management & E-Learning: An International Journal
影响因子：
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作者：
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通讯作者：
S. Yoo;W. Huang;Soungyoun Kwon