Ιδρυματικό Αποθετήριο
Πολυτεχνείο Κρήτης
Πολυτεχνείο Κρήτης
EN
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| URI | http://purl.tuc.gr/dl/dias/CD1D30DC-E91A-4FBB-9ABC-0F4AFE061814 | - |
| Αναγνωριστικό | https://doi.org/10.1504/IJDSS.2015.067272 | - |
| Γλώσσα | en | - |
| Μέγεθος | 24 pages | en |
| Τίτλος | A multi-criteria and statistical framework for measuring and analysing customers’ experience | en |
| Δημιουργός | Matsatsinis Nikolaos | en |
| Δημιουργός | Ματσατσινης Νικολαος | el |
| Δημιουργός | Evangelia Krassadaki | en |
| Εκδότης | Inderscience | en |
| Περίληψη | A multi-criteria and statistical framework for measuring and analysing experience of customers is presented in this paper. It is based on a pre- and post-experience measurement, which is expressed by the same group of customers. The four-step methodological framework utilises the multi-criteria method MUSA in conjunction with the non-parametric Wilcoxon signed-rank test and proposes a set of indices and further results. The basic advantages of the proposed methodological framework are: It examines the pre- and post-experience, it considers the qualitative form of customers’ preference, assessment, etc., it analyses experience as multi-criteria aspect, it utilises multi-criteria analysis methods, and it combines the results of two different approaches (optimisation and inference statistics). Furthermore, the development of a set of quantitative indices and a perceptual map confirm the effective support of the experience evaluation problem. The paper presents an example that demonstrates the implementation process of the methodology. | en |
| Τύπος | Peer-Reviewed Journal Publication | en |
| Τύπος | Δημοσίευση σε Περιοδικό με Κριτές | el |
| Άδεια Χρήσης | http://creativecommons.org/licenses/by/4.0/ | en |
| Ημερομηνία | 2015-11-04 | - |
| Ημερομηνία Δημοσίευσης | 2015 | - |
| Θεματική Κατηγορία | Decision-making (Ethics) | en |
| Θεματική Κατηγορία | decision making moral and ethical aspects | en |
| Θεματική Κατηγορία | decision making ethics | en |
| Βιβλιογραφική Αναφορά | E. Krassadaki, N.F. Matsatsinis ," A multi-criteria and statistical framework for measuring and analysing customers’ experience,"Intern. J.l of Decision Sup. Systems,vol. 1 ,no. 1, pp. 18-41,2015.doi:10.1504/IJDSS.2015.067272 | en |
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