{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,5]],"date-time":"2026-05-05T15:19:42Z","timestamp":1777994382940,"version":"3.51.4"},"reference-count":30,"publisher":"Elsevier BV","issue":"1","license":[{"start":{"date-parts":[[2002,11,1]],"date-time":"2002-11-01T00:00:00Z","timestamp":1036108800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.elsevier.com\/tdm\/userlicense\/1.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["European Journal of Operational Research"],"published-print":{"date-parts":[[2002,11]]},"DOI":"10.1016\/s0377-2217(01)00332-0","type":"journal-article","created":{"date-parts":[[2002,10,8]],"date-time":"2002-10-08T15:58:20Z","timestamp":1034092700000},"page":"148-170","source":"Crossref","is-referenced-by-count":207,"title":["Preference disaggregation for measuring and analysing customer satisfaction: The MUSA method"],"prefix":"10.1016","volume":"143","author":[{"given":"E.","family":"Grigoroudis","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Y.","family":"Siskos","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"78","reference":[{"issue":"3","key":"10.1016\/S0377-2217(01)00332-0_BIB1","first-page":"293","article-title":"Applications compar\u00e9es des m\u00e9thodes d'analyse multicrit\u00e8re UTA","volume":"30","author":"Beuthe","year":"1996","journal-title":"RAIRO Recherche Op\u00e9rationnelle"},{"issue":"2","key":"10.1016\/S0377-2217(01)00332-0_BIB2","doi-asserted-by":"crossref","first-page":"246","DOI":"10.1016\/S0377-2217(00)00042-4","article-title":"Comparative analysis of UTA mutlicriteria methods","volume":"130","author":"Beuthe","year":"2001","journal-title":"European Journal of Operational Research"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB3","volume":"vol. I","author":"Charnes","year":"1961"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB4","unstructured":"Customers Satisfaction Council, 1995. Customer Satisfaction Assessment Guide. Motorola University Press, Schaumburg, IL"},{"issue":"15","key":"10.1016\/S0377-2217(01)00332-0_BIB5","first-page":"63","article-title":"A review of the UTA multicriteria method and some improvements","volume":"2","author":"Despotis","year":"1990","journal-title":"Foundation of Computing and Decision Science"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB6","series-title":"AMA Handbook of Customer Satisfaction: A Complete Guide to Research, Planning and Implementation","author":"Dutka","year":"1995"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB7","series-title":"Measuring Customer Satisfaction: A Guide to Managing Quality Service","author":"Gerson","year":"1993"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB8","series-title":"Customer Satisfaction Evaluation: Methods for Measuring and Implementing Service Quality with Integrated Software","author":"Grigoroudis"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB9","first-page":"1350","article-title":"Preference and customer satisfaction analysis: An integrated multicriteria decision aid approach","volume":"No. (2)","author":"Grigoroudis","year":"1999"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB10","first-page":"1363","article-title":"Customer satisfaction measurement: An application to the Greek shipping sector","volume":"No. (2)","author":"Grigoroudis","year":"1999"},{"issue":"27","key":"10.1016\/S0377-2217(01)00332-0_BIB11","first-page":"799","article-title":"TELOS: A customer satisfaction evaluation software","volume":"7\u20138","author":"Grigoroudis","year":"1999","journal-title":"Computers and Operational Research"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB12","series-title":"Handbook of Customer Satisfaction Measurement","author":"Hill","year":"1996"},{"issue":"2","key":"10.1016\/S0377-2217(01)00332-0_BIB13","doi-asserted-by":"crossref","first-page":"151","DOI":"10.1016\/0377-2217(82)90155-2","article-title":"Assessing a set of additive utility functions for multicriteria decision-making: The UTA method","volume":"10","author":"Jacquet-Lagr\u00e8ze","year":"1982","journal-title":"European Journal of Operational Research"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB14","series-title":"Decisions with Multiple Objectives: Preferences and Value Trade-offs","author":"Keeney","year":"1976"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB15","series-title":"Value-focused Thinking: A Path to Creative Decision Making","author":"Keeney","year":"1992"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB16","series-title":"Strategic Decision Making: Multiobjective Decision Analysis with Spreadsheets","author":"Kirkwood","year":"1997"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB17","unstructured":"Matsatsinis, N.F., Ioannidou, E., Grigoroudis, E., 1999. Customer satisfaction evaluation using data mining techniques. Presentation to the European Symposium on Intelligent Techniques 99 (ESIT'99), Kolympari, Chania (downloadable from website http:\/\/www.erudit.de\/erudit\/events\/esit99\/12753_p.pdf)"},{"issue":"2","key":"10.1016\/S0377-2217(01)00332-0_BIB18","doi-asserted-by":"crossref","first-page":"347","DOI":"10.1016\/S0377-2217(00)00036-9","article-title":"Customer satisfaction measurement in the private bank sector","volume":"130","author":"Mihelis","year":"2001","journal-title":"European Journal of Operational Research"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB19","series-title":"Customer Satisfaction Measurement and Management: Using the Voice of the Customer","author":"Naumann","year":"1995"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB20","first-page":"382","article-title":"Le traitement des solutions quasi-optimales en programmation lin\u00e9aire continue: Une synth\u00e8se","volume":"18","author":"Siskos","year":"1984","journal-title":"RAIRO Recherche Op\u00e9rationnelle"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB21","first-page":"41","article-title":"Analyses de r\u00e9gression et programmation lin\u00e9aire","volume":"XXXII","author":"Siskos","year":"1985","journal-title":"R\u00e9vue de Statistique Appliqu\u00e9e"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB22","series-title":"Aiding Decisions with Multiple Criteria","first-page":"457","article-title":"Measuring customer satisfaction for various services using multicriteria analysis","author":"Siskos","year":"2002"},{"issue":"5","key":"10.1016\/S0377-2217(01)00332-0_BIB23","first-page":"39","article-title":"UTASTAR: An ordinal regression method for building additive value functions","volume":"1","author":"Siskos","year":"1985","journal-title":"Investiga\u00e7ao Operacional"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB24","doi-asserted-by":"crossref","first-page":"175","DOI":"10.1023\/A:1008262411587","article-title":"Measuring customer satisfaction using a collective preference disaggregation model","volume":"12","author":"Siskos","year":"1998","journal-title":"Journal of Global Optimization"},{"issue":"1","key":"10.1016\/S0377-2217(01)00332-0_BIB25","doi-asserted-by":"crossref","first-page":"17","DOI":"10.1007\/BF02936397","article-title":"Multicriteria methodology for the evaluation of higher education systems: The case of an engineering department","volume":"1","author":"Siskos","year":"2001","journal-title":"Operational Research: An International Journal"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB26","doi-asserted-by":"crossref","first-page":"337","DOI":"10.1007\/BF02291658","article-title":"Linear programming techniques for multi-dimensional analysis of preferences","volume":"38","author":"Srinivasan","year":"1973","journal-title":"Psychometrika"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB27","series-title":"Methods for Linear and Quadratic Programming","author":"Panne","year":"1975"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB28","series-title":"Improving Your Measurement of Customer Satisfaction: A Guide to Creating, Conducting, Analyzing, and Reporting Customer Satisfaction Measurement Programs","author":"Vavra","year":"1997"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB29","doi-asserted-by":"crossref","first-page":"206","DOI":"10.2307\/2282146","article-title":"Linear programming techniques for regression analysis","volume":"54","author":"Wagner","year":"1959","journal-title":"Journal of the American Statistical Association"},{"key":"10.1016\/S0377-2217(01)00332-0_BIB30","series-title":"Know Your Customer: New Approaches to Understanding Customer Value and Satisfaction","author":"Woodruff","year":"1996"}],"container-title":["European Journal of Operational Research"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0377221701003320?httpAccept=text\/xml","content-type":"text\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/api.elsevier.com\/content\/article\/PII:S0377221701003320?httpAccept=text\/plain","content-type":"text\/plain","content-version":"vor","intended-application":"text-mining"}],"deposited":{"date-parts":[[2019,4,10]],"date-time":"2019-04-10T18:25:52Z","timestamp":1554920752000},"score":1,"resource":{"primary":{"URL":"https:\/\/linkinghub.elsevier.com\/retrieve\/pii\/S0377221701003320"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2002,11]]},"references-count":30,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2002,11]]}},"alternative-id":["S0377221701003320"],"URL":"https:\/\/doi.org\/10.1016\/s0377-2217(01)00332-0","relation":{},"ISSN":["0377-2217"],"issn-type":[{"value":"0377-2217","type":"print"}],"subject":[],"published":{"date-parts":[[2002,11]]}}}