“…Others have also claimed that individuals cannot use an exact number to express their opinion about a given situation. Instead of that, linguistic assessment is preferred to represent that specific numerical value (Herrera & Herrera-Viedma, 2000;Herrera, López, Mendana, & Rodríguez, 1999;Kacprzyk, 1986;Andayani, Hartati, Wardoyo, & Mardapi, 2017;Carrasco, Villar, Hornos, & Herrera-Viedma, 2011;Chang & Wang, 2016;Cabrerizo, López-Gijón, Martínez, Morente-Molinera, & Herrera-Viedma, 2017). In order to consider human perceptions, the fuzzy set theory is increasingly applied in these situations as they improve successfully the reliability of service process measurements and evaluations (Li, 2013;Lupo, 2013;Lin, 2010a;Deng, 2008).…”