文献类型：期刊文献

英文题名：An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service

作者：Yan, Hong-Bin[1];Meng, Xiang-Sheng[2];Ma, Tieju[1];Van-Nam Huynh[3]

机构：[1]East China Univ Sci & Technol, Sch Business, Shanghai, Peoples R China;[2]Shanghai Municipal Bur Qual & Tech Supervis, Shanghai, Peoples R China;[3]Japan Adv Inst Sci & Technol Nomi City, Sch Knowledge Sci, Nomi, Ishikawa, Japan

年份：2019

卷号：51

期号：11

起止页码：1167

外文期刊名：IISE TRANSACTIONS

收录：;EI(收录号：20191906892898);WOS:【SSCI(收录号:WOS:000481444500001)，SCI-EXPANDED(收录号:WOS:000481444500001)】；

基金：This study was supported by the National Natural Sciences Foundation of China (NSFC) under Grant Nos. 71471063 and 71871093.

语种：英文

外文关键词：Service design; service standardization; uncertain QFD; target-oriented decision analysis; bank window service

摘要：This article proposes an uncertain target-oriented QFD approach to service standardization-based service design with an application to bank window service, based on a probabilistic interpretation of weighting information. On the one hand, the proposed approach performs computations solely based on the order-based semantics of linguistic labels and comparisons of linguistic profiles, without needing to quantify the qualitative concepts. It can thus guarantee the robustness of QFD and easy of use in practice. On the other hand, the proposed approach sets uncertain targets for customer needs (WHATs) and service standards (HOWs) by competitors' uncertain service performance on WHATs and HOWs, and conducts satisfactory-oriented competitive analysis from the perspective of uncertain target-oriented decision analysis. Moreover, the proposed approach is applied to an empirical case study of window service design based on service standardization in the Shanghai Branch of Bank JT. The results show that the bank should pay more attention to "Service specifications", "Service providing specifications", and "Service evaluation and improvement standards". Industry feedback shows that the results are consistent with service acceptance and provide valuable insights to the service standardization in the bank. Comparisons with existing studies show that our proposed approach is comparable with existing studies.