Dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation

Abstract

Aftersales services are crucial for gaining a competitive advantage, since they enhance long-term profitability and sustainability. Aftersales service performance evaluation is necessary to understand current problems and develop new strategies. Multi-period evaluations are required for revealing these performances. Moreover, performance appraisal results usually involve uncertainty and fuzziness. In this study, a dynamic intuitionistic fuzzy multi-attribute aftersales performance evaluation method is used to measure the performance of an electronics company. A sensitivity analysis is conducted to examine the robustness of the results.