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

Delen, Dursun; Dorokhov, Oleksandr; Dorokhova, Liudmyla; Dınçer, Hasan; Yüksel, Serhat

doi:10.1080/23270012.2020.1818319

Cited by 26 publications

(16 citation statements)

References 78 publications

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“…e BSC model has been utilized effectively in manufacturing, service, nonprofitable, and government organizations. Many applications for a balanced scorecard have defined from a business perspective [98,99]. In Figure 1, the four aspects of the balanced scorecard have been depicted.…”

Section: Balance Scorecard (Bsc) Kaplan and Norton Proposedmentioning

confidence: 99%

A Hybrid BSC-DEA Model with Indeterminate Information

Hafshjani

Najafi

Lotfı

et al. 2021

Journal of Mathematics

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Strategy is the main source of long-term growth for organizations, and if it is not successfully implemented, even if appropriate ones are adopted, the process is futile. The balanced scorecard which focuses on four aspects such as growth and learning, internal processes, customer, and financial is considered as a comprehensive framework for assessing performance and the progress of the strategy. Moreover, the data envelopment analysis is one of the best mathematical methods to compute the efficiency of organizations. The combination of these two techniques is a significant quantitative measurement with respect to the organization’s performance. However, in the real world, determinate and indeterminate information exists. Henceforth, the indeterminate issues are inescapable and must be considered in the performance evaluation. Neutrosophic number is a helpful tool for dealing with information that is indeterminate and incomplete. In this paper, we propose a new model of data envelopment analysis in the neutrosophic number environment. Furthermore, we attempt to combine the new model with the balanced scorecard to rank different decision-making units. Finally, the proposed method is illustrated by an empirical study involving 20 banking branches. The results show the effectiveness of the proposed method and indicate that the model has practical outcomes for decision-makers.

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Section: Balance Scorecard (Bsc) Kaplan and Norton Proposedmentioning

confidence: 99%

A Hybrid BSC-DEA Model with Indeterminate Information

Hafshjani

Najafi

Lotfı

et al. 2021

Journal of Mathematics

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“…Sulastiningsih et al, 2020 We can apply the BSC approach to other social entity. Delen et al, 2020 Study findings show that consumer is the most significant dimension than learning and growth. This means that all consumer-focused criteria have the highest priority.…”

Section: Research Bymentioning

confidence: 82%

The Changes of Balanced Scorecard (BSC): A Comprehensive Review

2021

Jurnal Akuntansi, Manajemen Dan Ekonomi

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This study aims to review the changes of Balanced Scorecard (BSC) approach over four generations followed by its research trends over the last three years. The narrative literature method is used to analyze the information of each reference. The last BSC generation generally is used by many companies caused it has been improved. Furthermore, the research trends currently show that the BSC is not only for profit-oriented entities but also for social companies. This study also found that there are many companies starting to combine BSC with other approaches. It is such as Best-Worst Method (BWM), Gray Relational Analysis, Data Envelopment Analysis, and SWOT analysis. By combining these approaches, the result of performance measurement will be more accurate

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“…Customers buy the products and services of businesses that offer them the highest value (Cetinturk 2017). In this way, since companies will gain profit with customer value, business the company managers should evaluate the opportunities that will increase the customer value (Delen et al 2020;Perreault et al 2013).…”

Section: Customer Oriented Marketing MIX Modelmentioning

confidence: 99%

The Positive Influences of Financial Omni-Channel Marketing Approach on Customer Satisfaction

Geçit

Kıyak

2021

Financial Strategies in Competitive Markets

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Marketing approaches has seen dramatic changes throughout the last decade. With the change of marketing perceptions, consumer satisfaction has become one of the focal points of marketing and satisfaction can be considered as the finish line for marketers, to be obtained on consumers. Satisfaction is indispensable for most sectors and even for competitive sectors. Such sector should attract consumers at every potential channel. Omni-channel methods have started to be perceived as more beneficial as consumers may tend to use both online and brick and mortar stores, additionally they may tend to use these channels corporately. Electronic devices are among the channels of omni-channel and the increase of mobile penetration is one of the key factors to hoist omni-channel usage. As brands aim to gain consumer satisfaction intensively, utilizing both classic channels and online channels and using them corporately would create a great competitive advantage to brands for creating satisfaction. With the rapid increase of electronic devices, internet usage, smart phones and thus with a positive correlation omni-channel usage started to gain popularity and became a topic that must be researched by marketers. This paper studies omni-channel concept and its potential positive effect on consumer satisfaction with the perspective of consumer-oriented marketing mix (4C).

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

Cited by 26 publications

References 78 publications

A Hybrid BSC-DEA Model with Indeterminate Information

A Hybrid BSC-DEA Model with Indeterminate Information

The Changes of Balanced Scorecard (BSC): A Comprehensive Review

The Positive Influences of Financial Omni-Channel Marketing Approach on Customer Satisfaction

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