Using fuzzy Indicators in customer experience analytics

被引：1

作者：

Nicolas, Carolina ^{[1
]}

Gil-Lafuente, Jaime ^{[2
]}

Urrutia, Angelica ^{[3
]}

Valenzuela-Fernandez, Leslier ^{[4
]}

机构：

[1] Univ Santo Tomas, Fac Econ & Negocios, Escuela Ingn Comercial, Bogota, Chile

[2] Univ Barcelona, Fac Econ & Empresa, Barcelona, Spain

[3] Univ Catolica Maule, Fac Ciencias Ingn, Curico, Chile

[4] Univ Chile, Sch Econ & Business, Dept Adm, Santiago, Chile

来源：

JOURNAL OF INTELLIGENT & FUZZY SYSTEMS | 2021年 / 40卷 / 02期

关键词：

Fuzzy key performance indicator; customer experience; text mining; fuzzy set; mamdani model; BALANCED SCORECARD; QUALITY; CONSUMPTION; INFORMATION; ENGAGEMENT; MODEL;

D O I：

10.3233/JIFS-189201

中图分类号：

TP18 [人工智能理论];

学科分类号：

081104 ; 0812 ; 0835 ; 1405 ;

摘要：

The aims of this study is to propose a model for managing customer experience analytics focused on value generated in an online market, this study to explore touch points experience, measured with conventional indicators and fuzzy indicators, using to a structural equation model analysis and Mamdani inference method. The investigation has delved deeper into the nature of the value of the experience construct, the results revealed of the empirical study confirm regarding how the experience value is related with the key touch points of the customer/company relationship. Very few studies in the reviewed literature about the conceptualization on customer interactive experience focused on value generated in an online environment. This study becomes more relevant today, where, after the pandemic, the value of the online customer experience becomes more important.

引用

页码：1983 / 1996

页数：14

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