Abstract
Logistics customer service is an important factor in the success of supply chain management. The aim of this study is to propose a novel approach for customer service management. For the improvement of logistics service operations, the proposed method integrates quality function development (QFD), fuzzy extended analytic hierarchy process (FEAHP), and multi-segment goal programming (MSGP). The advantage of the method includes the consideration of various logistics goals and the flexibility of setting multi-aspiration levels of evaluation criteria.
| Original language | English |
|---|---|
| Pages (from-to) | 54-64 |
| Number of pages | 11 |
| Journal | Computers and Industrial Engineering |
| Volume | 68 |
| Issue number | 1 |
| DOIs | |
| State | Published - Feb 2014 |
Keywords
- Fuzzy extended analytic hierarchy process
- Logistic operations
- Logistics customer service
- Multi-segment goal programming
- Quality function deployment