원문정보
보안공학연구지원센터(IJUNESST)
International Journal of u- and e- Service, Science and Technology
Vol.7 No.5
2014.10
pp.95-104
피인용수 : 0건 (자료제공 : 네이버학술정보)
초록
영어
Customer satisfaction is an important factor for service-oriented enterprises to increase their competitive ability. Finding a good method to assign the finite service personnel with different service capabilities to different customers so as to maximize customer satisfaction is crucial for these enterprises. In this paper, we construct a multi-objective programming model with the method of fuzzy analytic hierarchy process and obtain the maximum of customer satisfaction by assigning service personnel according to the requirement of different customers. It is proved that the model is practical and operational by a specific example.
목차
Abstract
1. Introduction
2. The Influencing Factors of Customer Satisfaction
3. Employees’ Service Capability and its Evaluation Indexes
3.1. Employees’ Service Capability
3.2. The Evaluation Index System of Employees’Service Capability
4. Construction of Service Industry’s Customer Satisfaction Maximization Model
5. Model Application
6. Conclusions
References
1. Introduction
2. The Influencing Factors of Customer Satisfaction
3. Employees’ Service Capability and its Evaluation Indexes
3.1. Employees’ Service Capability
3.2. The Evaluation Index System of Employees’Service Capability
4. Construction of Service Industry’s Customer Satisfaction Maximization Model
5. Model Application
6. Conclusions
References
키워드
저자정보
참고문헌
자료제공 : 네이버학술정보