An Analytic Model for Measuring Customers Service Preferences in Manufacturing Supply Chain
Customers in todays marketplace are more demanding,not just of products,but also of service.For manufacturing industries,having a good understanding of the customers preferences is a key issue to improve customers satisfaction.Although many approaches for gaining customers product preferences are reported in the literatures,the problem of analysis customers service preferences is still not well addressed.To that end,a fuzzy analytic network process (F-ANP) model for measuring the customers 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.
service preferences SCM ANP TFN
Lina Zhou Xiaofei Xu Shengchun Deng
Department of Computer Science and TechnologyHarbin Institute of TechnologyHarbin,P.R.China Department of Computer Science and Technology Harbin Institute of Technology Harbin,P.R.China
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）