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Models of customer expectations in consulting services

Branowski M.

Foundations of Control and Management Sciences

2007

No. 7

5-16

The paper presents the usage of symbolic methods, particularly of the variable-valued logic, to the modelling of customer expectations in consulting firms. Such models should assure the identification of expectations, their level the structure and changes in time. Using selectors and complexes of expectations problems of the resemblance of expected and obtained outcomes of the service-process and the identification of contradictory expectations were analyzed.