How to cite this paper
Noori, S., Zandagahi, A., Lali, R & Mostafavi, M. (2014). A fuzzy QFD methodology to improve logistics service.Decision Science Letters , 3(3), 359-374.
Refrences
Akao, Y. (1990). Quality Function Deployment: Integrating Customer Requirements into Product Design. The Productivity Press, Cambridge, MA.
Baines, A. (1996). Designing customer service programmes. Work study, 45(1), 20-23.
Behara, R.S., & Chase, R.B. (1993). Service quality deployment: Service quality by design. In: Sarin, R.V. (Ed.), Perspectives in Operations Management: Essays in Honor of Elwood S. Buffa. Kluwer Academic Publisher, Norwell, MA.
Bossert, J. L. (1991). Quality function deployment—A practitioner’s approach. NY: ASQC Quality Press.
Bottani, E., & Rizzi, A. (2006). Strategic management of logistics service: A fuzzy QFD approach. International Journal of Production Economics, 103, 585–599.
Byrne P.M., & Markham W.J. (1991). Improving quality and productivity in the logistics process - Achieving customer satisfaction breakthroughs. Council of Logistics Management, Oak Brook, IL.
Carothers, G. H., & Adams, M. (1991). Competitive advantage through customer value: the role of value-based strategies. Competing globally through customer value, 32-66.
Celik, M., Kahraman, C., Cebi, S., & Er, I. D. (2009). Fuzzy axiomatic design-based performance evaluation model for docking facilities in shipbuilding industry: The case of Turkish Shipyards. Expert Systems with Applications, 36(1), 599–615.
Chan, L. K., Kao, H. P., & Wu, M. L. (1999). Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods. International Journal of Production Research, 37(11), 2499-2518.
Chase, R. B., & Garvin, D. A. (1989). The service factory. Harvard Business Review 67(4), 61-69.
Chen, Y., Fung, R. Y., & Tang, J. (2006). Rating technical attributes in fuzzy QFD by integrating fuzzy weighted average method and fuzzy expected value operator. European Journal of Operational Research, 174(3), 1553-1566.
Chien, C. J., & Tsai, H. H. (2000). Using fuzzy numbers to evaluate perceived service quality. Fuzzy sets and systems, 116(2), 289-300.
Choen, L. (1995). Quality Function Deployment: How to Make QFD Work for You. Addison-Wesley Publishing Company, Reading, MA.
Christopher, M. (1983). Creating effective policies for customer service.International Journal of Physical Distribution & Logistics Management, 13(2), 3-24.
Cooper M.C., LaLonde B.J., Noordewier T.G. (1988). Customer Service: A Management Perspective. Council of Logistics Management, USA.
DeRoulet, D. G. (1992). Designing--and sustaining the gains from--a service strategy. The Journal of business strategy, 14(1), 21-30.
Fuller, J. B., O & apos; Conor, J., & Rawlinson, R. (1993). Tailored logistics: the next advantage. Harvard Business Review, 71(3), 87-98.
Hauser J.R., Clausing D. (1988). The house of quality. Harvard Business Rev. 63–73.
Kahraman, C., Ertay, T., & Büyük?zkan, G. (2006). A fuzzy optimization model for QFD planning process using analytic network approach. European Journal of Operational Research, 171(2), 390-411.
Keller, S.B., Savitskie, K., Stank, T.P., Lynch, D.F., & Ellinger, A.E. (2002). A summary and analysis of multi-item scales used in logistics research. Journal of Business Logistics, 23(2), 83–281.
Khoo, L. P., & Ho, N. C. (1996). Framework of a fuzzy quality function deployment system. International Journal of Production Research, 34(2), 299-311.
Korpela J., Tuominen M. (1997). Group decision support for analysing logistics development projects, in: The Proceedings of the 30th Hawaii International Conference on System Sciences, vol. II, IEEE Computer Society, Los Alamitos, CA, 1997, pp. 493-502.
Kwong, C. K., Chen, Y., Bai, H., & Chan, D. S. K. (2007). A methodology of determining aggregated importance of engineering characteristics in QFD. Computers & Industrial Engineering, 53(4), 667-679.
LaLonde B.J., & Zinszer P.H. (1976). Customer Service: Meaning and Measurement. National Council of Physical Distribution Management, USA.
Lambert, D. M., & Harrington, T. C. (1989). Establishing customer service strategies within the marketing mix: more empirical evidence. Journal of Business Logistics, 10(2). 44-59.
Lambert D.M., & Stock J.R. (1993). Strategic Logistics Management. 3rd ed. Richard D. Irwin, Homewood, IL.
Langley Jr. C.J., & Holcomb M.C. (1992). Creating logistics customer value. Journal of Business Logistics, 13(2), l-27.
Lapidus, R. S., & Schibrowsky, J. A. (1994). Aggregate complaint analysis: a procedure for developing customer service satisfaction. Journal of Services Marketing, 8(4), 50-60.
Livingstone, G. (1992). Measuring customer service in distribution. International Journal of Physical Distribution and Logistics Management, 22(6), 4-6.
Manrodt K.B., & Davis Jr. F.W. (1992). The evolution to service response logistics. International Journal of Physical Distribution and Logistics Management, 22(9), 3-10.
Mentzer J. T., Games, R., & Krapfel, R. E. Jr. (1989) Physical distribution service: a fundamental marketing concept. Journal of the Academy of Marketing Science, 17(l), 5362.
Morris, J. (1996). Leading to customer care. Industrial and Commercial Training, 28(5), 7–10.
O’Neil B.F., & Iveson J.L. (1991). An operational procedure for prioritizing customer service elements. Journal of Business Logistics, 12 (2), 157-191.
Pirttil?, T., & Huiskonen, J. (1996). A framework for cost-service analysis in differentiation of logistics services. International journal of production economics, 45(1), 131-137.
ReVelle, J. B., Moran, J. W., & Cox, C. A. (1998). The QFD handbook, John Wiley & Sons. New York.
Schary P.B. (1992). A concept of customer service. Logistics and Transportation Review, 28(4), 341-352.
Semeijn, J. (1995). Service priorities in international logistics. International Journal of Logistics Management, The, 6(1), 27-36.
Sharma, A., & Lambert, D. M. (1991). Using salespeople to collect customer service information. International Journal of Physical Distribution & Logistics Management, 21(6), 27-31.
Shen, X. X., Xie, M., & Tan, K. C. (2001). Listening to the future voice of the customer using fuzzy trend analysis in QFD. Quality Engineering, 13(3), 419-425.
Shen, X. X., Tan, K. C., & Xie, M. (2001). The implementation of quality function deployment based on linguistic data. Journal of Intelligent Manufacturing, 12(1), 65-75.
Shycon, H. N. (1992). Improved customer service: measuring the payoff. The Journal of Business Strategy, 13-17.
Sohn Y.S., & Choi I.S. (2001). Fuzzy QFD for supply chain management with reliability, Reliability Engineering and System Safety, 72, 327–334.
Sterling, J. U., & Lambert, D. M. (1987). Establishing customer service strategies within the marketing mix. Journal of business Logistics, 8(1). l-23.
Stern, L. W., Sturdivant, F. D., & Getz, G. A. (1993). Accomplishing marketing channel change: Paths and pitfalls. European Management Journal, 11(1), 1-8.
Stuart, F.I., & Tax, S.S. (1996). Planning for service quality: An integrative approach. International Journal of Service Industry Management, 7(4), 58–77.
Trappey, C.V., Trappey, A.J.C., & Hwang, S.J. (1996). A computerized quality function deployment approach for retail services. Computers and Industrial Engineering, 30 (4), 611–622.
VanHuss S.H. (1993). Effective customer service. B & E Review, 21-25.
Yager, R.R. (1981). A procedure for ordering fuzzy subsets of the unit interval. Information Science, 24, 143–161.
Zadeh, L.A. (1965). Fuzzy sets. Information and Control, 8, 338–353.
Zimmermann, H.J. (1991). Fuzzy Set Theory and its Applications. 2nd ed. Kluwer Academic Publishers, Boston.
Baines, A. (1996). Designing customer service programmes. Work study, 45(1), 20-23.
Behara, R.S., & Chase, R.B. (1993). Service quality deployment: Service quality by design. In: Sarin, R.V. (Ed.), Perspectives in Operations Management: Essays in Honor of Elwood S. Buffa. Kluwer Academic Publisher, Norwell, MA.
Bossert, J. L. (1991). Quality function deployment—A practitioner’s approach. NY: ASQC Quality Press.
Bottani, E., & Rizzi, A. (2006). Strategic management of logistics service: A fuzzy QFD approach. International Journal of Production Economics, 103, 585–599.
Byrne P.M., & Markham W.J. (1991). Improving quality and productivity in the logistics process - Achieving customer satisfaction breakthroughs. Council of Logistics Management, Oak Brook, IL.
Carothers, G. H., & Adams, M. (1991). Competitive advantage through customer value: the role of value-based strategies. Competing globally through customer value, 32-66.
Celik, M., Kahraman, C., Cebi, S., & Er, I. D. (2009). Fuzzy axiomatic design-based performance evaluation model for docking facilities in shipbuilding industry: The case of Turkish Shipyards. Expert Systems with Applications, 36(1), 599–615.
Chan, L. K., Kao, H. P., & Wu, M. L. (1999). Rating the importance of customer needs in quality function deployment by fuzzy and entropy methods. International Journal of Production Research, 37(11), 2499-2518.
Chase, R. B., & Garvin, D. A. (1989). The service factory. Harvard Business Review 67(4), 61-69.
Chen, Y., Fung, R. Y., & Tang, J. (2006). Rating technical attributes in fuzzy QFD by integrating fuzzy weighted average method and fuzzy expected value operator. European Journal of Operational Research, 174(3), 1553-1566.
Chien, C. J., & Tsai, H. H. (2000). Using fuzzy numbers to evaluate perceived service quality. Fuzzy sets and systems, 116(2), 289-300.
Choen, L. (1995). Quality Function Deployment: How to Make QFD Work for You. Addison-Wesley Publishing Company, Reading, MA.
Christopher, M. (1983). Creating effective policies for customer service.International Journal of Physical Distribution & Logistics Management, 13(2), 3-24.
Cooper M.C., LaLonde B.J., Noordewier T.G. (1988). Customer Service: A Management Perspective. Council of Logistics Management, USA.
DeRoulet, D. G. (1992). Designing--and sustaining the gains from--a service strategy. The Journal of business strategy, 14(1), 21-30.
Fuller, J. B., O & apos; Conor, J., & Rawlinson, R. (1993). Tailored logistics: the next advantage. Harvard Business Review, 71(3), 87-98.
Hauser J.R., Clausing D. (1988). The house of quality. Harvard Business Rev. 63–73.
Kahraman, C., Ertay, T., & Büyük?zkan, G. (2006). A fuzzy optimization model for QFD planning process using analytic network approach. European Journal of Operational Research, 171(2), 390-411.
Keller, S.B., Savitskie, K., Stank, T.P., Lynch, D.F., & Ellinger, A.E. (2002). A summary and analysis of multi-item scales used in logistics research. Journal of Business Logistics, 23(2), 83–281.
Khoo, L. P., & Ho, N. C. (1996). Framework of a fuzzy quality function deployment system. International Journal of Production Research, 34(2), 299-311.
Korpela J., Tuominen M. (1997). Group decision support for analysing logistics development projects, in: The Proceedings of the 30th Hawaii International Conference on System Sciences, vol. II, IEEE Computer Society, Los Alamitos, CA, 1997, pp. 493-502.
Kwong, C. K., Chen, Y., Bai, H., & Chan, D. S. K. (2007). A methodology of determining aggregated importance of engineering characteristics in QFD. Computers & Industrial Engineering, 53(4), 667-679.
LaLonde B.J., & Zinszer P.H. (1976). Customer Service: Meaning and Measurement. National Council of Physical Distribution Management, USA.
Lambert, D. M., & Harrington, T. C. (1989). Establishing customer service strategies within the marketing mix: more empirical evidence. Journal of Business Logistics, 10(2). 44-59.
Lambert D.M., & Stock J.R. (1993). Strategic Logistics Management. 3rd ed. Richard D. Irwin, Homewood, IL.
Langley Jr. C.J., & Holcomb M.C. (1992). Creating logistics customer value. Journal of Business Logistics, 13(2), l-27.
Lapidus, R. S., & Schibrowsky, J. A. (1994). Aggregate complaint analysis: a procedure for developing customer service satisfaction. Journal of Services Marketing, 8(4), 50-60.
Livingstone, G. (1992). Measuring customer service in distribution. International Journal of Physical Distribution and Logistics Management, 22(6), 4-6.
Manrodt K.B., & Davis Jr. F.W. (1992). The evolution to service response logistics. International Journal of Physical Distribution and Logistics Management, 22(9), 3-10.
Mentzer J. T., Games, R., & Krapfel, R. E. Jr. (1989) Physical distribution service: a fundamental marketing concept. Journal of the Academy of Marketing Science, 17(l), 5362.
Morris, J. (1996). Leading to customer care. Industrial and Commercial Training, 28(5), 7–10.
O’Neil B.F., & Iveson J.L. (1991). An operational procedure for prioritizing customer service elements. Journal of Business Logistics, 12 (2), 157-191.
Pirttil?, T., & Huiskonen, J. (1996). A framework for cost-service analysis in differentiation of logistics services. International journal of production economics, 45(1), 131-137.
ReVelle, J. B., Moran, J. W., & Cox, C. A. (1998). The QFD handbook, John Wiley & Sons. New York.
Schary P.B. (1992). A concept of customer service. Logistics and Transportation Review, 28(4), 341-352.
Semeijn, J. (1995). Service priorities in international logistics. International Journal of Logistics Management, The, 6(1), 27-36.
Sharma, A., & Lambert, D. M. (1991). Using salespeople to collect customer service information. International Journal of Physical Distribution & Logistics Management, 21(6), 27-31.
Shen, X. X., Xie, M., & Tan, K. C. (2001). Listening to the future voice of the customer using fuzzy trend analysis in QFD. Quality Engineering, 13(3), 419-425.
Shen, X. X., Tan, K. C., & Xie, M. (2001). The implementation of quality function deployment based on linguistic data. Journal of Intelligent Manufacturing, 12(1), 65-75.
Shycon, H. N. (1992). Improved customer service: measuring the payoff. The Journal of Business Strategy, 13-17.
Sohn Y.S., & Choi I.S. (2001). Fuzzy QFD for supply chain management with reliability, Reliability Engineering and System Safety, 72, 327–334.
Sterling, J. U., & Lambert, D. M. (1987). Establishing customer service strategies within the marketing mix. Journal of business Logistics, 8(1). l-23.
Stern, L. W., Sturdivant, F. D., & Getz, G. A. (1993). Accomplishing marketing channel change: Paths and pitfalls. European Management Journal, 11(1), 1-8.
Stuart, F.I., & Tax, S.S. (1996). Planning for service quality: An integrative approach. International Journal of Service Industry Management, 7(4), 58–77.
Trappey, C.V., Trappey, A.J.C., & Hwang, S.J. (1996). A computerized quality function deployment approach for retail services. Computers and Industrial Engineering, 30 (4), 611–622.
VanHuss S.H. (1993). Effective customer service. B & E Review, 21-25.
Yager, R.R. (1981). A procedure for ordering fuzzy subsets of the unit interval. Information Science, 24, 143–161.
Zadeh, L.A. (1965). Fuzzy sets. Information and Control, 8, 338–353.
Zimmermann, H.J. (1991). Fuzzy Set Theory and its Applications. 2nd ed. Kluwer Academic Publishers, Boston.