Using signed distance and order statistics method for fuzzy evaluation of service quality

References

• Casella , G. and Berger , R. L. 1990 . Statistical Inference , Belmont – California : Duxbury Press .
   Google Scholar
• Chien , C. and Tsai , H. H. 2000 . Using fuzzy numbers to evaluate perceived service quality . Fuzzy Sets and Systems , 116 ( 2 ) : 289 – 300 .
   Web of Science ®Google Scholar
• Gronroos , C. 1983 . Strategic Management and Marketing in the Service Sector , Boston : Marketing Science Institute .
   Google Scholar
• Huang , T. T. , Huang , A. D. and Li , H. T. An Application of Fuzzy Theory on Service Quality of Department Store . TakMing College . Conference on Modern Administration Technology , in Chinese
   Google Scholar
• Kaufman , A. and Gupta , M. M. 1991 . Introduction to Fuzzy Arithmetic , Boston : International Thomson Computer Press .
   Google Scholar
• Kotler , P. 1997 . Marketing Management: Analysis, Planning, Implementation and Control, , 6th ed , Englewood Cliffs , New Jersey : Prentice-Hall .
   Google Scholar
• Michael , J. W. and William , J. S. 2001 . Market, , 12th ed , New York : McGraw-Hill .
   Google Scholar
• Parasuraman , A. , Berry , L. and Zeithaml , V. 1988 . SERVQUAL: a multipleitem scale for measuring consumer perceptions of service quality . Journal of Retailing , 64 : 12 – 40 .
   Web of Science ®Google Scholar
• Parasuraman , A. , Zeithaml , V. and Berry , L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
   Web of Science ®Google Scholar
• Sasser , E. W. , Olsen , P. R. and Wyckoff , D. D. 1978 . “ Management of Service Operations-Text ” . In Case and Reading , 15 – 21 . Boston : Allyn & Bacpm .
   Google Scholar
• Yao , J. S. and Wu , K. M. 2000 . “ Ranking fuzzy numbers based on decomposition principle and signed distance ” . In Fuzzy Sets and Systems 275 – 288 .
   Google Scholar
• Yu , M. M. and Yao , J. S. 2001 . Modification of Concordance Analysis Based on Statistical Data and Ranking of Level 1 – α Fuzzy Numbers . International Journal of Uncertainty, Fuzziness and Knowledge-based Systems , 9 ( 3 ) : 313 – 340 .
   Google Scholar
• Zimmermann , H. J. 1991 . Fuzzy Set Theory and its Applications , Boston : Kluwer Academic .
   Google Scholar