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Authordc.contributor.authorNicolás, Carolina 
Authordc.contributor.authorGil-Lafuente, Jaume 
Authordc.contributor.authorUrrutia Sepúlveda, Angélica 
Authordc.contributor.authorValenzuela Fernández, Leslier 
Admission datedc.date.accessioned2019-05-31T15:19:05Z
Available datedc.date.available2019-05-31T15:19:05Z
Publication datedc.date.issued2018
Cita de ítemdc.identifier.citationAdvances in Intelligent Systems and Computing, Volumen 730, 2018, Pages 140-151.
Identifierdc.identifier.issn21945357
Identifierdc.identifier.other10.1007/978-3-319-75792-6_12
Identifierdc.identifier.urihttps://repositorio.uchile.cl/handle/2250/169315
Abstractdc.description.abstractIn this paper we propose to apply fuzzy logic methodologies for measuring key performance indicator into Balanced Scorecard (BSC) Customer Perspective. This study provide fuzzy key performance indicator (FKPI) to the customer experience management for uncertainty measures. The proposal is a step forward in terms of methodologies for creation of performance indicators in the field of marketing, where you have the opportunity to work with uncertain or vague data (human language). The significant contribution of the research is include qualitative data indicator, result from analysis the information that expresses the client in text format, to BSC. The methodology used is the model proposed by Mamdani fuzzy inference which is based on the fuzzy logic theory and fuzzy subsets. Software Matlab was used for the analysis.
Lenguagedc.language.isoen
Publisherdc.publisherSpringer Verlag
Type of licensedc.rightsAttribution-NonCommercial-NoDerivs 3.0 Chile
Link to Licensedc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/cl/
Sourcedc.sourceAdvances in Intelligent Systems and Computing
Keywordsdc.subjectBalanced scorecard
Keywordsdc.subjectCustomer experience management
Keywordsdc.subjectFuzzy inference
Keywordsdc.subjectFuzzy key Performance indicator
Keywordsdc.subjectMamdani inference method
Títulodc.titleFuzzy logic approach applied into balanced scorecard
Document typedc.typeArtículo de revista
Catalogueruchile.catalogadorjmm
Indexationuchile.indexArtículo de publicación SCOPUS
uchile.cosechauchile.cosechaSI


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Attribution-NonCommercial-NoDerivs 3.0 Chile
Except where otherwise noted, this item's license is described as Attribution-NonCommercial-NoDerivs 3.0 Chile