机构地区: 上海财经大学国际工商管理学院
出 处: 《中国管理科学》 2004年第6期34-41,共8页
摘 要: 本文首先根据客户资产确定顾客的权重,对层次分析模型进行改进;然后,试图运用模糊理论,构建一个顾客满意度测评的模糊聚类模型,度量顾客满意度,建立决策模型的目标函数;并借助线性规划,以顾客满意CS为目标,以顾客、企业、员工相关方资源为约束,参考竞争者的服务提供情况,建立了一个CS指标值的数学优化模型,以确定CS指标的决策目标值。 First of all,based on the customers' assets,the weight of the customers is defined,which improves the AHP model.Then,a fuzzy clustering model is established,which can assess the customers' satisfaction.Finally,the paper employs linear programming to establish the mathematical optimizing model,which is constrained by the resources of customer,enterprises,employees and competitor,in order to find out the decision goal of the CS indices.