A soft computing method for selecting evaluation criteria of service quality
暂无分享,去创建一个
Ming-Shin Kuo | Jer-Wei Wu | Lie Pei | Ming-Shin Kuo | Jer-Wei Wu | Lie Pei
[1] Rakesh Govind,et al. Algebraic characteristics of extended fuzzy numbers , 1991, Inf. Sci..
[2] Hui-Hua Tsai,et al. Using fuzzy numbers to evaluate perceived service quality , 2000, Fuzzy Sets Syst..
[3] J. C. Goodale,et al. Analyzing the impact of service provider empowerment on perceptions of service quality inside an organization , 1997 .
[4] A. Akbaba. MEASURING SERVICE QUALITY IN THE HOTEL INDUSTRY: A STUDY IN A BUSINESS HOTEL IN TURKEY , 2006 .
[5] H. Roest,et al. The marketing of quality , 1994 .
[6] Deng Ju-Long,et al. Control problems of grey systems , 1982 .
[7] Ching-Lai Hwang,et al. Fuzzy Multiple Attribute Decision Making - Methods and Applications , 1992, Lecture Notes in Economics and Mathematical Systems.
[8] F. F. Reichheld,et al. Zero defections: quality comes to services. , 1990, Harvard business review.
[9] Gin-Shuh Liang,et al. Extensions of the multicriteria analysis with pairwise comparison under a fuzzy environment , 2006, Int. J. Approx. Reason..
[10] Peter J. Greenspoon,et al. Confirmatory factor analysis of the multidimensional Students’ Life Satisfaction Scale , 1998 .
[11] Mark S. Litwin,et al. How to Measure Survey Reliability and Validity , 1995 .
[12] Roberto Rendeiro Martín-Cejas,et al. Tourism service quality begins at the airport , 2006 .
[13] Thomas J. Peters,et al. The Leadership Factor@@@Leadership and Innovation@@@Making a Leadership Change@@@Thriving on Chaos, Handbook for a Management Revolution , 1989 .
[14] David A. Hensher,et al. MEASURING SERVICE QUALITY IN SCHEDULED BUS SERVICES , 2001 .
[15] Sheng-Hshiung Tsaur,et al. The evaluation of airline service quality by fuzzy MCDM. , 2002 .
[16] J. E. Swan,et al. SERVQUAL revisited: a critical review of service quality , 1996 .
[17] Lotfi A. Zadeh,et al. The Concepts of a Linguistic Variable and its Application to Approximate Reasoning , 1975 .
[18] Gilbert A. Churchill,et al. Marketing Research: Methodological Foundations , 1976 .
[19] Peter R. Stopher,et al. Service quality––developing a service quality index in the provision of commercial bus contracts , 2003 .
[20] Rodolfo Vázquez,et al. Service quality in supermarket retailing: identifying critical service experiences , 2001 .
[21] H. Zimmermann,et al. Fuzzy Set Theory and Its Applications , 1993 .
[22] J. Deng,et al. Introduction to Grey system theory , 1989 .
[23] Didier Dubois,et al. Fuzzy sets and systems ' . Theory and applications , 2007 .
[24] C. Ho,et al. Benchmarking performance indicators for banks , 2006 .
[25] Yoshiteru Nakamori,et al. Factor analysis for fuzzy data , 1997, Proceedings of 6th International Fuzzy Systems Conference.
[26] C. Feng,et al. Performance evaluation for airlines including the consideration of financial ratios , 2000 .
[27] Alison Dean,et al. Analysing service quality in the hospitality industry , 1999 .