Applying fuzzy multiple criteria decision-making method and service failure index to evaluate restaurants' performance
Year of publication: |
2014
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Authors: | Chen, Hsi-tien |
Published in: |
Journal of management and strategy : JMS. - Toronto : Sciedu Pr., ISSN 1923-3965, ZDB-ID 2621714-4. - Vol. 5.2014, 4, p. 14-25
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Subject: | Investment decision | service failure | service recovery | fuzzy Delphi method | multiple criteria decision making | failure severity | service failure control model | Dienstleistungsqualität | Service quality | Multikriterielle Entscheidungsanalyse | Multi-criteria analysis | Fuzzy-Set-Theorie | Fuzzy sets | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Entscheidung | Decision |
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