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dc.contributor.authorMeng, Qingliang
dc.contributor.authorJiang, Xuan
dc.contributor.authorHe, Lin
dc.contributor.authorXinxin, Guo
dc.date.accessioned2016-03-30T17:19:13Z
dc.date.available2016-03-30T17:19:13Z
dc.date.issued2015-12
dc.identifier.citationMeng, Qingliang [et al.]. Integrating fuzzy theory into Kano model for classification of service quality elements: a case study of machinery industry in China. "Journal of Industrial Engineering and Management", Desembre 2015, vol. 8, núm. 5, p. 1661-1675.
dc.identifier.issn2013-0953
dc.identifier.urihttp://hdl.handle.net/2117/84915
dc.description.abstractPurpose: The purpose of study is to propose and verify a method of service quality elements classification through integrating fuzzy theory into Kano model. The method has the merit of being more effective in processing customers’ psychology of vagueness and uncertainties than traditional Kano model. Design/methodology/approach: In this study, considering the disadvantages of traditional Kano model in service quality elements classification without taking into account customers’ complex consuming psychology, and combining with fuzzy theory which is effective to cope with uncertainty and ambiguity, a new framework of integrating fuzzy theory into Kano model in quality elements classification is proposed. In view of the strong subjectivity of traditional Kano questionnaires, a fuzzy Kano questionnaire considering the evaluators’ multi-feelings is proposed. Furthermore, this study will also develop a mathematical calculation performance according to the classification of fuzzy Kano model. With this method, the accurate mentality can be fully reasonable reflected in some unknown circumstances. Finally, an empirical study in Xuzhou Construction Machinery Group Co., Ltd, the largest manufacturing industry in China, is showed to testify its feasibility and validity. Findings: The calculation results and the application effect show that the proposed model has good performance in classifying customer requirements. With this method, the accurate mentality can be fully reasonable reflected in unknown circumstances and it is more objective than traditional Kano model to classify the service quality elements. Originality/value: This study provides a method to integrate fuzzy theory and Kano model, and develops a framework to classify service quality elements.
dc.format.extent15 p.
dc.language.isoeng
dc.publisherOmniaScience
dc.rightsAttribution-NonCommercial 3.0 Unported
dc.rights.urihttp://creativecommons.org/licenses/by-nc/3.0/
dc.subjectÀrees temàtiques de la UPC::Economia i organització d'empreses::Gestió de la qualitat
dc.subject.lcshFuzzy theorie
dc.subject.lcshCustomer services--Quality control
dc.subject.lcshConsumer satisfaction
dc.subject.otherKano model
dc.subject.otherService quality elements classification
dc.subject.otherFuzzy theory
dc.titleIntegrating fuzzy theory into Kano model for classification of service quality elements: a case study of machinery industry in China
dc.typeArticle
dc.subject.lemacLògica difusa
dc.subject.lemacServeis d'atenció al client -- Control de qualitat
dc.subject.lemacSatisfacció del consumidor
dc.identifier.dlB-28744-2008
dc.description.peerreviewedPeer Reviewed
dc.rights.accessOpen Access
upcommons.citation.publishedtrue
upcommons.citation.publicationNameJournal of Industrial Engineering and Management
upcommons.citation.volume8
upcommons.citation.number5
upcommons.citation.startingPage1661
upcommons.citation.endingPage1675


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