Abstract
A goal-driven multi-criteria approach to evaluation is proposed to help a potential new client to choose among competing suppliers of a type of service (or product). The actor of evaluation is an independent agency, perhaps a magazine, which interprets the point of view of a type of potential client. Evaluations are grounded on the surveyed perceived satisfaction of old clients, but on the dimensions of interest for a type of potential client accounted for by the criterion he adopts. An approach which uses structured stochastic models is presented, but we emphasize a new interpretation of the role of modeling in evaluations. In the our setup evaluations are fully conditioned on the accounting criterion - even subjective - which the actor of evaluations would adopt as grounds for its evaluations.
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D’Epifanio, G. (2001). A Customer Satisfaction Approach for User-oriented Comparative Evalutations of Services. In: Borra, S., Rocci, R., Vichi, M., Schader, M. (eds) Advances in Classification and Data Analysis. Studies in Classification, Data Analysis, and Knowledge Organization. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-59471-7_24
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DOI: https://doi.org/10.1007/978-3-642-59471-7_24
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