Balanced scorecard-based analysis of customer expectations for cosmetology services: A hybrid decision modeling approach

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dc.contributor.authorDelen, Dursun
dc.contributor.authorDorokhov, Oleksandr
dc.contributor.authorDorokhova, Liudmyla
dc.contributor.authorDinçer, Hasan
dc.contributor.authorYüksel, Serhat
dc.date.accessioned2020-12-16T07:03:38Z
dc.date.available2020-12-16T07:03:38Z
dc.date.issued2020
dc.departmentİstanbul Medipol Üniversitesi, İşletme ve Yönetim Bilimleri Fakültesi, Uluslararası Ticaret ve Finansman Bölümü
dc.description.abstractThe goal of this study is to analyze and characterize customer expectations in the cosmetics sector. Within this framework, first, the extant literature is reviewed, and 12 most prominent performance measurement criteria are identified. Then, these criteria are organized along the four different balanced scorecard dimensions. By employing an Interval Type-2 Fuzzy DEMATEL methodology, the weighted importance of these dimensions and criteria are identified. Additionally, with the Interval Type-2 Fuzzy TOPSIS approach, 13 leading cosmetic service providers in Ukraine are ranked based on their relative scores. The findings of the study indicate thatconsumeris the most significant dimension whilelearning and growthseem to have the least importance. Similarly, it is also concluded that all consumer-focused criteria (i.e.diversification of services,feedback on the product and services, andcustomer loyalty) have the highest priorities in the complete criterion set.
dc.identifier.citationDelen, D., Dorokhov, O., Dorokhova, L., Dinçer, H. ve Yüksel, S. (2020). Balanced scorecard-based analysis of customer expectations for cosmetology services: A hybrid decision modeling approach. Journal of Management Analytics, 7(4), 532-563. https://dx.doi.org/10.1080/23270012.2020.1818319
dc.identifier.doi10.1080/23270012.2020.1818319
dc.identifier.endpage563
dc.identifier.issn2327-0012
dc.identifier.issn2327-0039
dc.identifier.issue4
dc.identifier.scopusqualityQ1
dc.identifier.startpage532
dc.identifier.urihttps://dx.doi.org/10.1080/23270012.2020.1818319
dc.identifier.urihttps://hdl.handle.net/20.500.12511/6087
dc.identifier.volume7
dc.identifier.wosqualityQ1
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherTaylor and Francis Ltd.
dc.relation.ispartofJournal of Management Analyticsen_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/embargoedAccess
dc.subjectDecision Making
dc.subjectBalanced Scorecard
dc.subjectCustomer Expectations
dc.subjectCosmetic Industry
dc.subjectMulti-Criteria Decision Modeling
dc.subjectInterval Type-2 Fuzzy Logic
dc.titleBalanced scorecard-based analysis of customer expectations for cosmetology services: A hybrid decision modeling approach
dc.typeArticle

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