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dc.contributor.authorCid López, Andrés
dc.contributor.authorHornos Barranco, Miguel Juan 
dc.contributor.authorHerrera Viedma, Enrique 
dc.date.accessioned2022-11-28T07:50:37Z
dc.date.available2022-11-28T07:50:37Z
dc.date.issued2022-10-27
dc.identifier.citationCid-López, A... [et al.] (2022). Decision-making model for designing telecom products/services based on customer preferences and non-preferences. Technological and Economic Development of Economy, 28(6), 1818–1853. [https://doi.org/10.3846/tede.2022.17734]es_ES
dc.identifier.urihttps://hdl.handle.net/10481/78138
dc.description.abstractThe 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.es_ES
dc.description.sponsorshipSpanish Ministry of Science and Innovation (State Research Agency)es_ES
dc.description.sponsorshipJunta de Andalucia PID2019-103880RB-I00 PID2019-109644RB-I00 PY20_00673es_ES
dc.language.isoenges_ES
dc.publisherVilnius Gediminas Technical Universityes_ES
dc.rightsAtribución 4.0 Internacional*
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/*
dc.subjectDecision making es_ES
dc.subjectProduct/service designes_ES
dc.subjectProduct/service developmentes_ES
dc.subjectLean Six Sigmaes_ES
dc.subjectIntuitionistic Fuzzy Setses_ES
dc.subjectUser satisfactiones_ES
dc.subjectTelecom sectores_ES
dc.titleDecision-making model for designing telecom products/services based on customer preferences and non-preferenceses_ES
dc.typejournal articlees_ES
dc.rights.accessRightsopen accesses_ES
dc.identifier.doi10.3846/tede.2022.17734
dc.type.hasVersionVoRes_ES


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