@misc{10481/78138,
year = {2022},
month = {10},
url = {https://hdl.handle.net/10481/78138},
abstract = {The design of the packages of products/services to be offered by a telecom company to
its clients is a complex decision-making process that must consider different criteria to achieve
both customer satisfaction and optimization of the company’s resources. In this process, Intuitionistic
Fuzzy Sets (IFSs) can be used to manage uncertainty and better represent both preferences
and non-preferences expressed by people who value each proposed alternative. We present
a novel approach to design/develop new products/services that combines the Lean Six Sigma
methodology with IFSs. Its main contribution comes from considering both preferences and nonpreferences
expressed by real clients, whereas existing proposals only consider their preferences.
By also considering their non-preferences, it provides an additional capacity to manage the high
uncertainty in the selection of the commercial plan that best suits each client’s needs. Thus, client
satisfaction is increased while improving the company’s corporate image, which will lead to
customer loyalty and increased revenue. To validate the presented proposal, it has been applied to
a real case study of the telecom sector, in which 2135 users have participated. The results obtained
have been analysed and compared with those obtained with a model that does not consider the
non-preferences expressed by users.},
organization = {Spanish Ministry of Science and Innovation (State Research Agency)},
organization = {Junta de Andalucia		
PID2019-103880RB-I00	
PID2019-109644RB-I00	
PY20_00673},
publisher = {Vilnius Gediminas Technical University},
keywords = {Decision making},
keywords = {Product/service design},
keywords = {Product/service development},
keywords = {Lean Six Sigma},
keywords = {Intuitionistic Fuzzy Sets},
keywords = {User satisfaction},
keywords = {Telecom sector},
title = {Decision-making model for designing telecom products/services based on customer preferences and non-preferences},
doi = {10.3846/tede.2022.17734},
author = {Cid López, Andrés and Hornos Barranco, Miguel Juan and Carrasco, Ramón Alberto and Herrera Viedma, Enrique},
}