IDEAS home Printed from https://ideas.repec.org/a/taf/tjmaxx/v7y2020i4p532-563.html
   My bibliography  Save this article

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

Author

Listed:
  • Dursun Delen
  • Oleksandr Dorokhov
  • Liudmyla Dorokhova
  • Hasan Dinçer
  • Serhat Yüksel

Abstract

The 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 that consumer is the most significant dimension while learning and growth seem 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, and customer loyalty) have the highest priorities in the complete criterion set.

Suggested Citation

  • Dursun Delen & Oleksandr Dorokhov & Liudmyla Dorokhova & Hasan Dinçer & Serhat Yüksel, 2020. "Balanced scorecard-based analysis of customer expectations for cosmetology services: a hybrid decision modeling approach," Journal of Management Analytics, Taylor & Francis Journals, vol. 7(4), pages 532-563, October.
    • Handle: RePEc:taf:tjmaxx:v:7:y:2020:i:4:p:532-563
    DOI: 10.1080/23270012.2020.1818319
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/23270012.2020.1818319
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/23270012.2020.1818319?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Huishuang Su & Xintong Qu & Shuo Tian & Qiang Ma & Ling Li & Yong Chen, 2022. "Artificial intelligence empowerment: The impact of research and development investment on green radical innovation in high‐tech enterprises," Systems Research and Behavioral Science, Wiley Blackwell, vol. 39(3), pages 489-502, May.
    2. Tsai, Pei-Hsuan & Kao, Ya-Ling & Kuo, Szu-Yu, 2023. "Exploring the critical factors influencing the outlying island talent recruitment and selection evaluation model: Empirical evidence from Penghu, Taiwan," Evaluation and Program Planning, Elsevier, vol. 99(C).
    3. Yue Meng & Haoyue Wu & Wenjing Zhao & Wenkuan Chen & Hasan Dinçer & Serhat Yüksel, 2021. "A hybrid heterogeneous Pythagorean fuzzy group decision modelling for crowdfunding development process pathways of fintech-based clean energy investment projects," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 7(1), pages 1-34, December.
    4. Wei Liu & Youfa Sun & Serhat Yüksel & Hasan Dinçer, 2021. "Consensus-based multidimensional due diligence of fintech-enhanced green energy investment projects," Financial Innovation, Springer;Southwestern University of Finance and Economics, vol. 7(1), pages 1-31, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:tjmaxx:v:7:y:2020:i:4:p:532-563. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/tjma .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.