A new importance-performance analysis approach for customer satisfaction evaluation supporting PSS design

Expert Systems with Applications

Volumn 39, Issue 1, 2012, Pages 1492-1502

  Geng, Xiuli ^a   Chu, Xuening ^a  

^a SHANGHAI JIAO TONG UNIVERSITY   (China)

Author keywords

Decision making trial and evaluation laboratory (DEMATEL); Importance performance analysis (IPA); Kano's model; Product service system (PSS); Vague sets

Indexed keywords

DECISION MAKING TRIAL AND EVALUATION LABORATORIES; IMPORTANCE-PERFORMANCE ANALYSIS; KANO'S MODEL; PRODUCT-SERVICE SYSTEMS; VAGUE SETS;

DECISION MAKING; DESIGN; NEURAL NETWORKS; SALES;

CUSTOMER SATISFACTION;

EID: 81855199023     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2011.08.038     Document Type: Article

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