Balanced scorecard-based analysis of customer expectations for cosmetology services:a hybrid decision modeling approach  

作　　者：Dursun Delen Oleksandr Dorokhov Liudmyla Dorokhova Hasan Dincer Serhat Yüksel 

机构地区：[1]Spears School of Business,Oklahoma State University,United States [2]Faculty of Management,Halic University,Istanbul,Turkey [3]Kharkiv National University of Economics,Kharkiv,Ukraine [4]National Pharmaceutical University,Kharkiv,Ukraine [5]School of Business,İstanbul Medipol University,Turkey [6]The School of Business,İstanbul Medipol University,Turkey

出　　处：《Journal of Management Analytics》2020年第4期532-563,共32页管理分析学报（英文）

摘　　要：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 that consumer is the most significant dimension while learning and growth seem to have the least importance.Similarly,it is also concluded that all consumerfocused criteria(i.e.diversification of services,feedback on the product and services,and customer loyalty)have the highest priorities in the complete criterion set.

关 键 词：decision making balanced scorecard customer expectations cosmetic industry multi-criteria decision modeling interval type-2 fuzzy logic 

分 类 号：O15[理学—数学]