{"id":"https://openalex.org/W2905861226","doi":"https://doi.org/10.1080/24725854.2018.1542545","title":"An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service","display_name":"An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service","publication_year":2018,"publication_date":"2018-12-20","ids":{"openalex":"https://openalex.org/W2905861226","doi":"https://doi.org/10.1080/24725854.2018.1542545","mag":"2905861226"},"language":"en","primary_location":{"id":"doi:10.1080/24725854.2018.1542545","is_oa":false,"landing_page_url":"https://doi.org/10.1080/24725854.2018.1542545","pdf_url":null,"source":{"id":"https://openalex.org/S4210225672","display_name":"IISE Transactions","issn_l":"2472-5854","issn":["2472-5854","2472-5862"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IISE Transactions","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100839410","display_name":"Hong-Bin Yan","orcid":"https://orcid.org/0000-0003-4293-2108"},"institutions":[{"id":"https://openalex.org/I143593769","display_name":"East China University of Science and Technology","ror":"https://ror.org/01vyrm377","country_code":"CN","type":"education","lineage":["https://openalex.org/I143593769"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Hong-Bin Yan","raw_affiliation_strings":["School of Business, East China University of Science and Technology, Shanghai P.R. China;"],"affiliations":[{"raw_affiliation_string":"School of Business, East China University of Science and Technology, Shanghai P.R. China;","institution_ids":["https://openalex.org/I143593769"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017040284","display_name":"Xiang-Sheng Meng","orcid":null},"institutions":[{"id":"https://openalex.org/I4210087450","display_name":"Henan Province Quality and Technical Supervision Bureau","ror":"https://ror.org/007ecf642","country_code":"CN","type":"other","lineage":["https://openalex.org/I4210087450"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Xiang-Sheng Meng","raw_affiliation_strings":["Shanghai Municipal Bureau of Quality and Technical Supervision, Shanghai P.R. China;"],"affiliations":[{"raw_affiliation_string":"Shanghai Municipal Bureau of Quality and Technical Supervision, Shanghai P.R. China;","institution_ids":["https://openalex.org/I4210087450"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5080278309","display_name":"Tieju Ma","orcid":"https://orcid.org/0000-0003-1190-2504"},"institutions":[{"id":"https://openalex.org/I143593769","display_name":"East China University of Science and Technology","ror":"https://ror.org/01vyrm377","country_code":"CN","type":"education","lineage":["https://openalex.org/I143593769"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Tieju Ma","raw_affiliation_strings":["School of Business, East China University of Science and Technology, Shanghai P.R. China;"],"affiliations":[{"raw_affiliation_string":"School of Business, East China University of Science and Technology, Shanghai P.R. China;","institution_ids":["https://openalex.org/I143593769"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5067088014","display_name":"Van\u2010Nam Huynh","orcid":"https://orcid.org/0000-0002-3860-7815"},"institutions":[{"id":"https://openalex.org/I177738480","display_name":"Japan Advanced Institute of Science and Technology","ror":"https://ror.org/03frj4r98","country_code":"JP","type":"education","lineage":["https://openalex.org/I177738480"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Van-Nam Huynh","raw_affiliation_strings":["School of Knowledge Science, Japan Advanced Institute of Science and Technology Nomi City, Ishikawa, Japan"],"affiliations":[{"raw_affiliation_string":"School of Knowledge Science, Japan Advanced Institute of Science and Technology Nomi City, Ishikawa, Japan","institution_ids":["https://openalex.org/I177738480"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5100839410"],"corresponding_institution_ids":["https://openalex.org/I143593769"],"apc_list":null,"apc_paid":null,"fwci":3.2391,"has_fulltext":false,"cited_by_count":27,"citation_normalized_percentile":{"value":0.92495424,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":98},"biblio":{"volume":"51","issue":"11","first_page":"1167","last_page":"1189"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12945","display_name":"Quality Function Deployment in Product Design","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12945","display_name":"Quality Function Deployment in Product Design","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10050","display_name":"Multi-Criteria Decision Making","score":0.9898999929428101,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12496","display_name":"Color perception and design","score":0.9556999802589417,"subfield":{"id":"https://openalex.org/subfields/3207","display_name":"Social Psychology"},"field":{"id":"https://openalex.org/fields/32","display_name":"Psychology"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7083098888397217},{"id":"https://openalex.org/keywords/standardization","display_name":"Standardization","score":0.6860198974609375},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.6447346210479736},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.6367167234420776},{"id":"https://openalex.org/keywords/probabilistic-logic","display_name":"Probabilistic logic","score":0.4879264533519745},{"id":"https://openalex.org/keywords/quality-function-deployment","display_name":"Quality function deployment","score":0.47186750173568726},{"id":"https://openalex.org/keywords/service-level-objective","display_name":"Service level objective","score":0.44613343477249146},{"id":"https://openalex.org/keywords/differentiated-service","display_name":"Differentiated service","score":0.4279438853263855},{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.42078137397766113},{"id":"https://openalex.org/keywords/service-guarantee","display_name":"Service guarantee","score":0.42074739933013916},{"id":"https://openalex.org/keywords/robustness","display_name":"Robustness (evolution)","score":0.410773366689682},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3443795144557953},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.1870078146457672},{"id":"https://openalex.org/keywords/operations-management","display_name":"Operations management","score":0.17110121250152588},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.16853690147399902},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.13409101963043213},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.11591371893882751}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7083098888397217},{"id":"https://openalex.org/C188087704","wikidata":"https://www.wikidata.org/wiki/Q369577","display_name":"Standardization","level":2,"score":0.6860198974609375},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.6447346210479736},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.6367167234420776},{"id":"https://openalex.org/C49937458","wikidata":"https://www.wikidata.org/wiki/Q2599292","display_name":"Probabilistic logic","level":2,"score":0.4879264533519745},{"id":"https://openalex.org/C86992474","wikidata":"https://www.wikidata.org/wiki/Q763591","display_name":"Quality function deployment","level":3,"score":0.47186750173568726},{"id":"https://openalex.org/C16151460","wikidata":"https://www.wikidata.org/wiki/Q3480069","display_name":"Service level objective","level":5,"score":0.44613343477249146},{"id":"https://openalex.org/C158713421","wikidata":"https://www.wikidata.org/wiki/Q5275378","display_name":"Differentiated service","level":5,"score":0.4279438853263855},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.42078137397766113},{"id":"https://openalex.org/C33756811","wikidata":"https://www.wikidata.org/wiki/Q7455756","display_name":"Service guarantee","level":5,"score":0.42074739933013916},{"id":"https://openalex.org/C63479239","wikidata":"https://www.wikidata.org/wiki/Q7353546","display_name":"Robustness (evolution)","level":3,"score":0.410773366689682},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3443795144557953},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.1870078146457672},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.17110121250152588},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.16853690147399902},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.13409101963043213},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.11591371893882751},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C104317684","wikidata":"https://www.wikidata.org/wiki/Q7187","display_name":"Gene","level":2,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C55493867","wikidata":"https://www.wikidata.org/wiki/Q7094","display_name":"Biochemistry","level":1,"score":0.0},{"id":"https://openalex.org/C71822192","wikidata":"https://www.wikidata.org/wiki/Q1067270","display_name":"Value engineering","level":2,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1080/24725854.2018.1542545","is_oa":false,"landing_page_url":"https://doi.org/10.1080/24725854.2018.1542545","pdf_url":null,"source":{"id":"https://openalex.org/S4210225672","display_name":"IISE Transactions","issn_l":"2472-5854","issn":["2472-5854","2472-5862"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"IISE Transactions","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:taf:uiiexx:v:51:y:2019:i:11:p:1167-1189","is_oa":false,"landing_page_url":"http://hdl.handle.net/10.1080/24725854.2018.1542545","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[{"id":"https://openalex.org/G2241961932","display_name":null,"funder_award_id":"71471063","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"},{"id":"https://openalex.org/G5011223435","display_name":null,"funder_award_id":"71871093","funder_id":"https://openalex.org/F4320321001","funder_display_name":"National Natural Science Foundation of China"}],"funders":[{"id":"https://openalex.org/F4320321001","display_name":"National Natural Science Foundation of China","ror":"https://ror.org/01h0zpd94"}],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":76,"referenced_works":["https://openalex.org/W135410414","https://openalex.org/W161068908","https://openalex.org/W1485596801","https://openalex.org/W1517701247","https://openalex.org/W1553327085","https://openalex.org/W1578960547","https://openalex.org/W1584441531","https://openalex.org/W1765252761","https://openalex.org/W1808257805","https://openalex.org/W1965690030","https://openalex.org/W1965758722","https://openalex.org/W1970239338","https://openalex.org/W1975442895","https://openalex.org/W1975496603","https://openalex.org/W1975548745","https://openalex.org/W1976982946","https://openalex.org/W1979907230","https://openalex.org/W1983890553","https://openalex.org/W1988644596","https://openalex.org/W1988746888","https://openalex.org/W1988843277","https://openalex.org/W1997116908","https://openalex.org/W2000391985","https://openalex.org/W2013470680","https://openalex.org/W2014112675","https://openalex.org/W2014527709","https://openalex.org/W2019608493","https://openalex.org/W2032706524","https://openalex.org/W2037104680","https://openalex.org/W2045494132","https://openalex.org/W2054470241","https://openalex.org/W2055987874","https://openalex.org/W2065584502","https://openalex.org/W2065957175","https://openalex.org/W2070649170","https://openalex.org/W2071913528","https://openalex.org/W2074380759","https://openalex.org/W2079262167","https://openalex.org/W2083657938","https://openalex.org/W2085900898","https://openalex.org/W2087676477","https://openalex.org/W2096420029","https://openalex.org/W2096606944","https://openalex.org/W2097419950","https://openalex.org/W2105539978","https://openalex.org/W2108789037","https://openalex.org/W2112959280","https://openalex.org/W2114594313","https://openalex.org/W2116201926","https://openalex.org/W2118630557","https://openalex.org/W2122358262","https://openalex.org/W2128530362","https://openalex.org/W2140936261","https://openalex.org/W2141933538","https://openalex.org/W2142447107","https://openalex.org/W2143387483","https://openalex.org/W2145798490","https://openalex.org/W2146092498","https://openalex.org/W2151124326","https://openalex.org/W2157041604","https://openalex.org/W2162412836","https://openalex.org/W2518662780","https://openalex.org/W2527465261","https://openalex.org/W2565925261","https://openalex.org/W2580260389","https://openalex.org/W2618699081","https://openalex.org/W2622040812","https://openalex.org/W2699219565","https://openalex.org/W2912565176","https://openalex.org/W3125959654","https://openalex.org/W4211007335","https://openalex.org/W4240341071","https://openalex.org/W4243700764","https://openalex.org/W4245152641","https://openalex.org/W4250030348","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W1971452489","https://openalex.org/W2543591478","https://openalex.org/W928714965","https://openalex.org/W1965057745","https://openalex.org/W2116201926","https://openalex.org/W4220762673","https://openalex.org/W4243375317","https://openalex.org/W2230507463","https://openalex.org/W3197868623","https://openalex.org/W2567685860"],"abstract_inverted_index":{"This":[0],"article":[1],"proposes":[2],"an":[3,14,119],"uncertain":[4,80,92,108],"target-oriented":[5,109],"QFD":[6,65],"approach":[7,34,78,115,190],"to":[8,16,53,118,148,175],"service":[9,11,87,93,125,129,169,177],"standardization-based":[10],"design":[12,126],"with":[13,168,183,193],"application":[15],"bank":[17,143],"window":[18,124],"service,":[19],"based":[20,38,127],"on":[21,39,95,128],"a":[22],"probabilistic":[23],"interpretation":[24],"of":[25,43,48,64,68,107,123,135],"weighting":[26],"information.":[27],"On":[28,72],"the":[29,32,40,55,62,73,76,105,113,132,142,164,176,180],"one":[30],"hand,":[31,75],"proposed":[33,77,114,189],"performs":[35],"computations":[36],"solely":[37],"order-based":[41],"semantics":[42],"linguistic":[44,49],"labels":[45],"and":[46,66,86,97,99,154,157,171],"comparisons":[47],"profiles,":[50],"without":[51],"needing":[52],"quantify":[54],"qualitative":[56],"concepts.":[57],"It":[58],"can":[59],"thus":[60],"guarantee":[61],"robustness":[63],"easy":[67],"use":[69],"in":[70,131,179],"practice.":[71],"other":[74],"sets":[79],"targets":[81],"for":[82],"customer":[83],"needs":[84],"(WHATs)":[85],"standards":[88],"(HOWs)":[89],"by":[90],"competitors\u2019":[91],"performance":[94],"WHATs":[96],"HOWs,":[98],"conducts":[100],"satisfactory-oriented":[101],"competitive":[102],"analysis":[103],"from":[104],"perspective":[106],"decision":[110],"analysis.":[111],"Moreover,":[112],"is":[116,191],"applied":[117],"empirical":[120],"case":[121],"study":[122],"standardization":[130,178],"Shanghai":[133],"Branch":[134],"Bank":[136],"JT.":[137],"The":[138],"results":[139,165],"show":[140,186],"that":[141,163,187],"should":[144],"pay":[145],"more":[146],"attention":[147],"\u201cService":[149,151,155],"specifications\u201d,":[150,153],"providing":[152],"evaluation":[156],"improvement":[158],"standards\u201d.":[159],"Industry":[160],"feedback":[161],"shows":[162],"are":[166],"consistent":[167],"acceptance":[170],"provide":[172],"valuable":[173],"insights":[174],"bank.":[181],"Comparisons":[182],"existing":[184,194],"studies":[185],"our":[188],"comparable":[192],"studies.":[195]},"counts_by_year":[{"year":2025,"cited_by_count":4},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":6},{"year":2022,"cited_by_count":6},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":5}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}
