A Systematic Customer Oriented Approach based on Hesitant Fuzzy AHP for Performance Assessments of Service Departments


10th Conference of the European-Society-for-Fuzzy-Logic-and-Technology (EUSFLAT) / 16th International Workshop on Intuitionistic Fuzzy Sets and Generalized Nets (IWIFSGN), Warszawa, Polonya, 11 - 15 Eylül 2017, cilt.643, ss.289-300 identifier identifier

  • Cilt numarası: 643
  • Doi Numarası: 10.1007/978-3-319-66827-7_26
  • Basıldığı Şehir: Warszawa
  • Basıldığı Ülke: Polonya
  • Sayfa Sayıları: ss.289-300


Customer orientation is a business strategy in the lean business model that requires management and employees to focus on the changing demands and requirements of the customers. Improved business performance can be enhanced by. customer orientation. In this chapter, a systematic approach based on hesitant fuzzy AHP is proposed to deal with incomplete information due to the ambiguity to solve complex customer oriented multi criteria decision making problem of performance assessments of service departments.