Dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation


Onar S. , Öztayşi B. , Kahraman C.

COMPLEX & INTELLIGENT SYSTEMS, cilt.3, ss.197-204, 2017 (ESCI İndekslerine Giren Dergi) identifier

  • Cilt numarası: 3 Konu: 3
  • Basım Tarihi: 2017
  • Doi Numarası: 10.1007/s40747-017-0047-7
  • Dergi Adı: COMPLEX & INTELLIGENT SYSTEMS
  • Sayfa Sayıları: ss.197-204

Özet

Aftersales services are crucial for gaining a competitive advantage, since they enhance long-term profitability and sustainability. Aftersales service performance evaluation is necessary to understand current problems and develop new strategies. Multi-period evaluations are required for revealing these performances. Moreover, performance appraisal results usually involve uncertainty and fuzziness. In this study, a dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation method is used to measure the performance of an electronics company. A sensitivity analysis is conducted to examine the robustness of the results.