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Customer satisfaction in the presence of imperfect knowledge of data

2023Journal article Restricted access
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dc.contributor.authorFerreira, Diogo
dc.contributor.authorSoares, Rodrigo
dc.contributor.authorPedro, Maria Isabel
dc.contributor.authorMarques, Rui Cunha
dc.date.accessioned2024-04-05T14:44:19Z
dc.date.available2024-04-05T14:44:19Z
dc.date.issued2023
dc.description.abstractEnsuring customer satisfaction is at the top of any manager's agenda wishing to keep or raise profits. To do so, conducting regular surveys is quintessential. However, provided the large number of questions that typically constitute those surveys, resulting data are plagued with imperfect knowledge. Data from these surveys are typically expressed in ordinal scales. No mathematical operation like addition or multiplication is allowed in these cases. Recognizing the limitations of existing alternatives in the literature to model imperfect knowledge, this work proposes an alternative model for the study of satisfaction and its determinants. Our approach is based on merging the Stochastic Multicriteria Acceptability Analysis and the Multicriteria Satisfaction Analysis (model). We explore the potential of this approach and apply it to an empirical case related to hospitality.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationFerreira, D.C., Soares, R., Pedro, M.I. and Marques, R.C. (2023), Customer satisfaction in the presence of imperfect knowledge of data. Intl. Trans. in Op. Res., 30: 1505-1536. https://doi.org/10.1111/itor.13093pt_PT
dc.identifier.doi10.1111/itor.13093pt_PT
dc.identifier.urihttp://hdl.handle.net/10400.5/30658
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.subjectCustomer Satisfaction; Imperfect Knowledge of Data; Multicriteria Satisfaction Analysis; Stochastic Multicriteria Acceptability Analysis; Tourism Management.pt_PT
dc.titleCustomer satisfaction in the presence of imperfect knowledge of datapt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.citation.endPage1536pt_PT
oaire.citation.issue3pt_PT
oaire.citation.startPage1505pt_PT
oaire.citation.titleInternational Transactions in Operational Researchpt_PT
oaire.citation.volume30pt_PT
person.familyNameCunha Ferreira
person.givenNameDiogo Filipe
person.identifier.ciencia-idCF13-9741-551E
person.identifier.orcid0000-0001-5418-9337
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication7ee3508c-76f3-4d20-9c76-b3b727b02f93
relation.isAuthorOfPublication.latestForDiscovery7ee3508c-76f3-4d20-9c76-b3b727b02f93

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