The Multicriteria Model Support to Decision in the Evaluation of Service Quality in Customer Service

被引：3
|
作者：
de Oliveira Barreto, Tatyana Belem [1 ]
Pinheiro, Placido Rogerio [1 ]
Gomes Silva, Carolina Ferreira [1 ]
机构：
[1] Univ Fortaleza, Grad Program Appl Informat, Fortaleza, CE, Brazil
来源：
SOFTWARE ENGINEERING AND ALGORITHMS IN INTELLIGENT SYSTEMS | 2019年 / 763卷
关键词：
Software release planning; Multi-objective optimization; Verbal decision analysis; ZAPROS III-i; PERFORMANCE-MEASUREMENT;
D O I：
10.1007/978-3-319-91186-1_17
中图分类号：
TP18 [人工智能理论];
学科分类号：
081104 ; 0812 ; 0835 ; 1405 ;
摘要：
Understanding the needs of the customer is one of the key factors in achieving competitive advantage. For that reason, the expectation associated to the management of the relationship with the client are very challenging. In context, we observed the need to identify the factors that go in a successful customer service in order to monitor the quality of such service. The purpose of this paper is to identify and classify influencing elements of the customer's satisfaction with after sales service using a multi-criteria model of decision. We contextualize customer relationship marketing and then we use cognitive mapping to pinpoint the factors that are more relevant and that affect the client's overall satisfaction with the post sales service.
引用
收藏
页码：158 / 167
页数：10
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