In the present time, Service providers are facing a constant demand for providing customer oriented services and continuous service improvement is required. It is important to understand customer expectations and their needs effectively so to survive in this competitive market. The five...

In the current competitive scenario, the banking industry must contend with multiple challenges tied to regulations, legacy systems, disruptive models/technologies, new competitors, and a restive customer base, while simultaneously pursuing new strategies for sustainable growth. Banking...

In the current competitive scenario, the banking industry must contend with multiple challenges tied to regulations, legacy systems, disruptive models/technologies, new competitors, and a restive customer base, while simultaneously pursuing new strategies for sustainable growth. Banking...

Based on the Retail Service Quality Scale (RSQS), we develop a tool for mangers of local farm cooperative stores to assess which customer service groups matter to their customers. Principal component analysis (PCA) reveals three customer groups. The results of the multinomial logit model showed...

This research proposes primitive cognitive network process (P-CNP), which comprises five decision processes, as an alternative of analytic hierarchy process (AHP). Two published cases using AHP are revised by P-CNP, and the validity and applicability of P-CNP are demonstrated. The comparison...

According to the new economic models, knowledge has to be incorporated in production functions as a key factor. Therefore, in the new knowledge based economy the main challenge is to develop, combine and integrate the knowledge of thousands of employees within an organizational framework. The...

There are two mainstreams when using the analytic hierarchy process (AHP). One is the standard applications of crisp distributive and ideal mode versions. The other is characterised by fuzzification of the AHP methodology and by attempts to better tackle inherently uncertain and imprecise...