Balanced scorecard-based analysis of customer expectations for cosmetology services: a hybrid decision modeling approach
| Autor: | Serhat Yüksel, Oleksandr Dorokhov, Dursun Delen, Hasan Dinçer, Liudmyla Dorokhova |
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| Rok vydání: | 2020 |
| Předmět: |
Statistics and Probability
Balanced Scorecard Cosmetic Industry Balanced scorecard Knowledge management business.industry media_common.quotation_subject Decision Making Customer Expectations Cosmetics Interval Type-2 Fuzzy Logic Extant taxon Business Management and Accounting (miscellaneous) Business Cosmetology Statistics Probability and Uncertainty Cosmetic industry Decision model Multi-Criteria Decision Modeling media_common |
| Zdroj: | Journal of Management Analytics. 7:532-563 |
| ISSN: | 2327-0039 2327-0012 |
| Popis: | The goal of this study is to analyze and characterize customer expectations in the cosmetics sector. Within this framework, first, the extant literature is reviewed, and 12 most prominent performance measurement criteria are identified. Then, these criteria are organized along the four different balanced scorecard dimensions. By employing an Interval Type-2 Fuzzy DEMATEL methodology, the weighted importance of these dimensions and criteria are identified. Additionally, with the Interval Type-2 Fuzzy TOPSIS approach, 13 leading cosmetic service providers in Ukraine are ranked based on their relative scores. The findings of the study indicate thatconsumeris the most significant dimension whilelearning and growthseem to have the least importance. Similarly, it is also concluded that all consumer-focused criteria (i.e.diversification of services,feedback on the product and services, andcustomer loyalty) have the highest priorities in the complete criterion set. |
| Databáze: | OpenAIRE |
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