{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,8,2]],"date-time":"2025-08-02T19:04:32Z","timestamp":1754161472093,"version":"3.41.2"},"reference-count":90,"publisher":"Emerald","issue":"7","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2011,8,23]]},"abstract":"<jats:sec>\n                  <jats:title>Purpose<\/jats:title>\n                  <jats:p>This paper aims to provide a framework for evaluating the impact of implementing customer relationship management (CRM) based on the balanced scorecard (BSC). The outcomes illustrate the gaps between the present conditions of CRM implementation in a specific organization, which leads to some strategic remedies. These remedies are going to be ranked to achieve the best solution for enhancing the quality of CRM in the organization.<\/jats:p>\n               <\/jats:sec>\n               <jats:sec>\n                  <jats:title>Design\/methodology\/approach<\/jats:title>\n                  <jats:p>This study investigates the weights of measures presented in the CRM-BSC by distributing the questionnaires among 44 experts in the beverage industry of Iran. It also benefits from judgment-purposive in non-probability sampling method for collecting data. The results are analyzed through a fuzzy approach. The strategic remedies for the drawbacks of the organization that were obtained from the CRM-BSC are also proposed by the experts. These remedies are again evaluated by questionnaires and some selective tools of multi-criteria decision-making approach namely: simple additive weighting and technique for ordering preference by similarity to ideal solution.<\/jats:p>\n               <\/jats:sec>\n               <jats:sec>\n                  <jats:title>Findings<\/jats:title>\n                  <jats:p>Through the evaluation process, six significant gaps related to the CRM performance of the organization are agreed upon. For each of these gaps, the strategic remedies are proposed by the experts. The outcomes of ranking these remedies imply that customer feedbacks, updating managerial knowledge and employee belongingness should be the main objectives of the manufacturer for improvement.<\/jats:p>\n               <\/jats:sec>\n               <jats:sec>\n                  <jats:title>Practical implications<\/jats:title>\n                  <jats:p>This study provides a better understanding of a more effective CRM system for different kinds of organizations by first, clarifying the customer-related performance gaps of the target organization and second, by presenting strategic solutions for the detected areas. The framework could be also beneficial in other fields of industry, but the relevancy of the measures should be considered.<\/jats:p>\n               <\/jats:sec>\n               <jats:sec>\n                  <jats:title>Originality\/value<\/jats:title>\n                  <jats:p>The CRM-BSC framework is customized to the Iranian industrial environment. The structure of the measures in the scorecard is proposed for the first time.<\/jats:p>\n               <\/jats:sec>","DOI":"10.1108\/02635571111170622","type":"journal-article","created":{"date-parts":[[2011,8,20]],"date-time":"2011-08-20T07:11:46Z","timestamp":1313824306000},"page":"1105-1135","source":"Crossref","is-referenced-by-count":16,"title":["Applying fuzzy balanced scorecard for evaluating the CRM performance"],"prefix":"10.1108","volume":"111","author":[{"given":"Mohammad Ali","family":"Shafia","sequence":"first","affiliation":[{"name":"Department of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran"}]},{"given":"Mohammad","family":"Mahdavi Mazdeh","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran"}]},{"given":"Mahboobeh","family":"Vahedi","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran"}]},{"given":"Mehrdokht","family":"Pournader","sequence":"additional","affiliation":[{"name":"Department of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran"}]}],"member":"140","reference":[{"issue":"1","key":"2025072819554583200_b1","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1108\/00070700110382984","article-title":"Understanding customer satisfaction \u2013 a UK food industry case study","volume":"103","author":"Adebanjo","year":"2001","journal-title":"British Food Journal"},{"issue":"10","key":"2025072819554583200_b2","doi-asserted-by":"crossref","first-page":"760","DOI":"10.1108\/00070700510623531","article-title":"Critical issues in packaged food business","volume":"107","author":"Ahmed","year":"2005","journal-title":"British Food Journal"},{"issue":"5","key":"2025072819554583200_b3","doi-asserted-by":"crossref","first-page":"324","DOI":"10.1108\/02635570310477370","article-title":"On the design concepts for CRM systems","volume":"103","author":"Ahn","year":"2003","journal-title":"Industrial Management & Data Systems"},{"issue":"3","key":"2025072819554583200_b4","doi-asserted-by":"crossref","first-page":"209","DOI":"10.1016\/S1053-4822(00)00049-8","article-title":"Employee commitment to the organization and customer reactions mapping the linkages","volume":"11","author":"Allen","year":"2001","journal-title":"Human Resource Management Review"},{"issue":"7","key":"2025072819554583200_b6","doi-asserted-by":"crossref","first-page":"506","DOI":"10.1108\/02652320911002331","article-title":"The different roles of switching costs on the satisfaction-loyalty relationship","volume":"27","author":"Augusto de Matos","year":"2009","journal-title":"International Journal of Bank Marketing"},{"issue":"4","key":"2025072819554583200_b7","first-page":"136","article-title":"Manage marketing by the customer equity test","volume":"74","author":"Blattberg","year":"1996","journal-title":"Harvard Business Review"},{"key":"2025072819554583200_b8","doi-asserted-by":"crossref","unstructured":"Bohling, T.\n          , Bowman, D., LaVelle, S., Mittal, V., Narayandas, D., Ramani, G. and Varadarajan, R. (2006), \u201cCRM implementation: effectiveness issues and insights\u201d, Journal of Service Research, Vol. 9, p. 184.","DOI":"10.1177\/1094670506293573"},{"key":"2025072819554583200_b9","unstructured":"Boon, O.\n          , Brian, C. and Craig, P. (2002), \u201cConceptualizing the requirements of CRM from an organizational perspective: a review of the literature\u201d, Proceedings of 7th Australian Workshop on Requirements Engineering AWRE, Melbourne, Australia, 2-3 December."},{"issue":"4","key":"2025072819554583200_b10","doi-asserted-by":"crossref","first-page":"155","DOI":"10.1509\/jmkg.2005.69.4.155","article-title":"A customer relationship management roadmap: what is known, potential pitfalls, and where to go","volume":"69","author":"Boulding","year":"2005","journal-title":"Journal of Marketing"},{"key":"2025072819554583200_b11","unstructured":"Brassington, F.\n           and Pettit, S. (2000), Principles of Marketing, 2nd ed., Prentice-Hall, London."},{"issue":"1","key":"2025072819554583200_b12","first-page":"5","article-title":"Measurement: the missing ingredient in today's CRM strategy","volume":"17","author":"Brewton","year":"2003","journal-title":"Cost Management"},{"issue":"7","key":"2025072819554583200_b13","doi-asserted-by":"crossref","first-page":"1015","DOI":"10.1016\/j.jss.2005.10.018","article-title":"Methodology for customer relationship management","volume":"79","author":"Chalmeta","year":"2006","journal-title":"The Journal of Systems and Software"},{"key":"2025072819554583200_b14","doi-asserted-by":"crossref","unstructured":"Chou, C.C.\n           (2007), \u201cA fuzzy MCDM method for solving marine transshipment container port selection problems\u201d, Applied Mathematics and Computation, Vol. 186, pp. 435-44.","DOI":"10.1016\/j.amc.2006.07.125"},{"issue":"5","key":"2025072819554583200_b18","doi-asserted-by":"crossref","first-page":"314","DOI":"10.1108\/09544780410551241","article-title":"Evaluating CRM to contribute to TQM improvement \u2013 a cross-case comparison","volume":"16","author":"Curry","year":"2004","journal-title":"The TQM Magazine"},{"issue":"9","key":"2025072819554583200_b19","doi-asserted-by":"crossref","first-page":"959","DOI":"10.1016\/j.jbusres.2007.10.004","article-title":"The role of customer contact employees as external customers: a conceptual framework for marketing strategy and future research","volume":"61","author":"Dabholkar","year":"2008","journal-title":"Journal of Business Research"},{"issue":"2","key":"2025072819554583200_b20","doi-asserted-by":"crossref","first-page":"67","DOI":"10.1108\/00438020010316381","article-title":"Customer value management","volume":"49","author":"Daniels","year":"2000","journal-title":"Work Study Journal"},{"issue":"5","key":"2025072819554583200_b21","doi-asserted-by":"crossref","first-page":"484","DOI":"10.1016\/S0148-2963(02)00315-6","article-title":"Uncertainty, flexibility, and sustained competitive advantage","volume":"57","author":"Dreyer","year":"2004","journal-title":"Journal of Business Research"},{"issue":"6","key":"2025072819554583200_b22","doi-asserted-by":"crossref","first-page":"613","DOI":"10.1080\/00207727808941724","article-title":"Operations on fuzzy numbers","volume":"9","author":"Dubis","year":"1978","journal-title":"International Journal of Systems Science"},{"issue":"11","key":"2025072819554583200_b23","doi-asserted-by":"crossref","first-page":"1212","DOI":"10.1108\/00070700911001040","article-title":"The influence of consumer involvement on quality signals perception, an empirical investigation in the food sector","volume":"111","author":"Espejel","year":"2009","journal-title":"British Food Journal"},{"issue":"1","key":"2025072819554583200_b24","doi-asserted-by":"crossref","first-page":"9","DOI":"10.1016\/j.jretconser.2007.02.001","article-title":"Acquiring and retaining customers in UK banks: an exploratory study","volume":"15","author":"Farquhar","year":"2008","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"6","key":"2025072819554583200_b26","doi-asserted-by":"crossref","first-page":"478","DOI":"10.1108\/09513550910982850","article-title":"Performance management in the public sector","volume":"22","author":"Fryer","year":"2009","journal-title":"International Journal of Public Sector Management"},{"issue":"1","key":"2025072819554583200_b28","first-page":"67","article-title":"Service quality, customer satisfaction, and customer value: a holistic perspective","volume":"18","author":"Haemoon","year":"1999","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"2025072819554583200_b29","doi-asserted-by":"crossref","first-page":"157","DOI":"10.1016\/S0969-6989(00)00009-6","article-title":"Competitive advantage in the UK food retailing sector: past, present and future","volume":"8","author":"Harris","year":"2001","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"2025072819554583200_b30","first-page":"164","article-title":"Putting the service-profit chain to work","volume":"72","author":"Heskett","year":"1994","journal-title":"Harvard Business Review"},{"issue":"6","key":"2025072819554583200_b31","doi-asserted-by":"crossref","first-page":"691","DOI":"10.1016\/j.jbusres.2007.06.046","article-title":"Customer retention and price matching: the AFPs case","volume":"61","author":"Hidalgo","year":"2008","journal-title":"Journal of Business Research"},{"issue":"7","key":"2025072819554583200_b32","doi-asserted-by":"crossref","first-page":"573","DOI":"10.1016\/j.ijproman.2004.01.002","article-title":"Fuzzy MCDM approach for planning and design tenders selection in public office buildings","volume":"22","author":"Hsieh","year":"2004","journal-title":"International Journal of Project Management"},{"key":"2025072819554583200_b33","doi-asserted-by":"crossref","unstructured":"Hwang, C.L.\n           and Yoon, K. (1981), Multiple Attribute Decision Making: Methods and Applications, Springer, Berlin.","DOI":"10.1007\/978-3-642-48318-9"},{"issue":"2","key":"2025072819554583200_b34","first-page":"97","article-title":"Measuring customer relationship management","volume":"2","author":"Jain","year":"2003","journal-title":"Journal of Service Research"},{"key":"2025072819554583200_b35","unstructured":"Johnson, H.T.\n           and Kaplan, R.S. (1987), Relevance Lost: The Rise and Fall of Management Accounting, Harvard Business School Press, Boston, MA."},{"issue":"1","key":"2025072819554583200_b38","first-page":"71","article-title":"The balanced scorecard: measures that drive performance","volume":"70","author":"Kaplan","year":"1992","journal-title":"Harvard Business Review"},{"issue":"4","key":"2025072819554583200_b40","doi-asserted-by":"crossref","first-page":"477","DOI":"10.1016\/j.indmarman.2008.04.008","article-title":"A CRM performance measurement framework: its development process and application","volume":"38","author":"Kim","year":"2009","journal-title":"Industrial Marketing Management"},{"issue":"2","key":"2025072819554583200_b41","doi-asserted-by":"crossref","first-page":"5","DOI":"10.1002\/dir.10051","article-title":"A model for evaluating the effectiveness of CRM using the balanced scorecard","volume":"17","author":"Kim","year":"2003","journal-title":"Journal of Interactive Marketing"},{"issue":"4","key":"2025072819554583200_b42","doi-asserted-by":"crossref","first-page":"421","DOI":"10.1016\/j.indmarman.2007.02.005","article-title":"Understanding success and failure in customer relationship management","volume":"37","author":"King","year":"2008","journal-title":"Industrial Marketing Management"},{"key":"2025072819554583200_b44","doi-asserted-by":"crossref","unstructured":"Krasnikov, A.\n          , Jayachandran, S. and Kumar, V. (2009), \u201cThe impact of customer relationship management implementation on cost and profit efficiencies: evidence from the US commercial banking industry\u201d, Journal of Marketing, Vol. 73, pp. 61-76.","DOI":"10.1509\/jmkg.73.6.61"},{"key":"2025072819554583200_b45","doi-asserted-by":"crossref","unstructured":"Kuo, M.-S.\n          , Tzeng, G.-H. and Huang, W.-C. (2007), \u201cGroup decision making based on concepts of ideal and anti-ideal points in fuzzy environment\u201d, Mathematical and Computer Modeling, Vol. 45, pp. 324-39.","DOI":"10.1016\/j.mcm.2006.05.006"},{"key":"2025072819554583200_b46","unstructured":"Lambert, D.M.\n           (2004), Supply Chain Management: Processes, Partnerships, Performance, Supply Chain Management Institute, Sarasota, FL."},{"issue":"1","key":"2025072819554583200_b47","doi-asserted-by":"crossref","first-page":"4","DOI":"10.1108\/08858621011009119","article-title":"Customer relationship management as a business process","volume":"25","author":"Lambert","year":"2009","journal-title":"A Journal of Business & Industrial Marketing"},{"issue":"3","key":"2025072819554583200_b48","doi-asserted-by":"crossref","first-page":"221","DOI":"10.1016\/S0167-8116(01)00040-4","article-title":"Effects of market orientation on the behaviors of salespersons and purchasers, channel relationships, and performance of manufacturers","volume":"18","author":"Langerak","year":"2001","journal-title":"International Journal of Research in Marketing"},{"issue":"1","key":"2025072819554583200_b49","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1016\/j.orgdyn.2008.10.007","article-title":"Make human capital a source of competitive advantage","volume":"38","author":"Lawler","year":"2009","journal-title":"Organizational Dynamics"},{"key":"2025072819554583200_b50","doi-asserted-by":"crossref","unstructured":"Li, D.F.\n           (2005), \u201cAn approach to fuzzy multiattribute decision making under uncertainty\u201d, Information Sciences, Vol. 169, pp. 97-112.","DOI":"10.1016\/j.ins.2003.12.007"},{"issue":"1","key":"2025072819554583200_b51","doi-asserted-by":"crossref","first-page":"111","DOI":"10.1108\/02635571011008434","article-title":"Customer relationship management and innovation capability: an empirical study","volume":"110","author":"Lin","year":"2010","journal-title":"Industrial Management & Data Systems"},{"issue":"1","key":"2025072819554583200_b52","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1016\/j.indmarman.2005.08.008","article-title":"A relationship-management assessment tool: questioning, identifying, and prioritizing critical aspects of customer relationships","volume":"35","author":"Lindgreen","year":"2006","journal-title":"Industrial Marketing Management"},{"key":"2025072819554583200_b53","unstructured":"Maskell, B.H.\n           (1991), Performance Measurement for World Class Manufacturing: A Model for American Companies, Productivity Press, Cambridge, MA."},{"issue":"2","key":"2025072819554583200_b55","doi-asserted-by":"crossref","first-page":"283","DOI":"10.2307\/25148636","article-title":"Review: information technology and organizational performance: an integrative model of IT business value","volume":"28","author":"Melville","year":"2004","journal-title":"MIS Quarterly"},{"key":"2025072819554583200_b56","doi-asserted-by":"crossref","unstructured":"Mihelis, G.\n          , Grigoroudis, E., Siskos, Y., Politis, Y. and Malandrakis, Y. (2001), \u201cCustomer satisfaction measurement in the private bank sector\u201d, European Journal of Operational Research, Vol. 130, pp. 347-60.","DOI":"10.1016\/S0377-2217(00)00036-9"},{"issue":"1","key":"2025072819554583200_b57","doi-asserted-by":"crossref","first-page":"8","DOI":"10.1108\/14691930510574636","article-title":"Dealing with the knowledge economy: intellectual capital versus balanced scorecard","volume":"6","author":"Mouritsen","year":"2005","journal-title":"Journal of Intellectual Capital"},{"issue":"2","key":"2025072819554583200_b58","doi-asserted-by":"crossref","first-page":"109","DOI":"10.1108\/14637150510591129","article-title":"A framework to review performance measurement systems","volume":"11","author":"Najmi","year":"2005","journal-title":"Business Process Management Journal"},{"issue":"4","key":"2025072819554583200_b59","doi-asserted-by":"crossref","first-page":"80","DOI":"10.1108\/01443579510083622","article-title":"Performance measurement system design \u2013 a literature review and research agenda","volume":"15","author":"Neely","year":"1995","journal-title":"International Journal of Operations & Production Management"},{"issue":"1","key":"2025072819554583200_b60","first-page":"3","article-title":"Case study: how Chase Manhattan Bank uses the balanced scorecard","volume":"11","author":"Norton","year":"1997","journal-title":"Banking Accounting and Finance"},{"issue":"3","key":"2025072819554583200_b61","doi-asserted-by":"crossref","first-page":"177","DOI":"10.1016\/S0148-2963(01)00219-3","article-title":"Strengthening outcomes of retailer-consumer relationships: the dual impact of relationship marketing tactics and consumer personality","volume":"56","author":"Odekerken-Schr\u00f6der","year":"2003","journal-title":"Journal of Business Research"},{"issue":"9","key":"2025072819554583200_b62","doi-asserted-by":"crossref","first-page":"1297","DOI":"10.1108\/02635571011087400","article-title":"Collaborative performance measurement in supply chain","volume":"110","author":"Papakiriakopoulos","year":"2010","journal-title":"Industrial Management & Data Systems"},{"key":"2025072819554583200_b63","unstructured":"Parvatiyar, A.\n           and Sheth, J.N. (2001), \u201cConceptual framework of customer relationship management\u201d, in Sheth, J.N., Parvatiyar, A. and Shainesh, G. (Eds), Customer Relationship Management \u2013 Emerging Concepts, Tools and Applications, McGraw-Hill, New Delhi, pp. 3-25."},{"issue":"4","key":"2025072819554583200_b64","doi-asserted-by":"crossref","first-page":"167","DOI":"10.1509\/jmkg.2005.69.4.167","article-title":"A strategic framework for customer relationship management","volume":"69","author":"Payne","year":"2005","journal-title":"A Journal of Marketing"},{"issue":"3","key":"2025072819554583200_b65","doi-asserted-by":"crossref","first-page":"575","DOI":"10.1016\/j.marpol.2009.11.004","article-title":"Human resource management and competitive advantage: an application of resource-based view in the shipping industry","volume":"34","author":"Progoulaki","year":"2010","journal-title":"Marine Policy"},{"issue":"3","key":"2025072819554583200_b66","doi-asserted-by":"crossref","first-page":"293","DOI":"10.1509\/jmkr.41.3.293.35991","article-title":"The customer relationship management process: its measurement and impact on performance","volume":"41","author":"Reinartz","year":"2004","journal-title":"Journal of Marketing Research"},{"key":"2025072819554583200_b67","unstructured":"Richardson, P.R.\n           and Gordon, J.R.M. (1980), \u201cMeasuring total manufacturing performance\u201d, Sloan Management Review, Winter, pp. 47-58."},{"issue":"2","key":"2025072819554583200_b68","first-page":"101","article-title":"Avoid the four perils of CRM","volume":"80","author":"Rigby","year":"2002","journal-title":"Harvard Business Review"},{"issue":"1","key":"2025072819554583200_b69","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1016\/j.dss.2004.09.009","article-title":"Uncertainty analysis in political forecasting","volume":"42","author":"Royes","year":"2006","journal-title":"Decision Support Systems"},{"key":"2025072819554583200_b70","unstructured":"Sekaran, O.\n           (1995), Research Methods for Business: A Skill Building Approaches, Wiley, New York, NY."},{"issue":"4","key":"2025072819554583200_b71","doi-asserted-by":"crossref","first-page":"533","DOI":"10.2307\/30036548","article-title":"The contingent effects of management support and task interdependence on successful IS implementation","volume":"27","author":"Sharma","year":"2003","journal-title":"MIS Quarterly"},{"issue":"1","key":"2025072819554583200_b72","first-page":"71","article-title":"Industrial competitiveness analysis: using the analytic hierarchy process","volume":"17","author":"Sirikrai","year":"2006","journal-title":"Journal of High Technology Management Research"},{"issue":"3","key":"2025072819554583200_b5","first-page":"658","article-title":"Anonymous CRM-building one-to-one relationship with loyal customers","volume":"47","author":"Sukeda","year":"2006","journal-title":"Transactions"},{"issue":"12","key":"2025072819554583200_b73","doi-asserted-by":"crossref","first-page":"7745","DOI":"10.1016\/j.eswa.2010.04.066","article-title":"A performance evaluation model by integrating fuzzy AHP and fuzzy TOPSIS methods","volume":"37","author":"Sun","year":"2010","journal-title":"Expert Systems with Applications"},{"key":"2025072819554583200_b74","unstructured":"Tangen, S.\n           (2002), \u201cA theoretical foundation for productivity measurement and improvement of automatic assembly systems\u201d, Licentiate thesis, The Royal Institute of Technology, Stockholm."},{"issue":"7","key":"2025072819554583200_b75","doi-asserted-by":"crossref","first-page":"347","DOI":"10.1108\/00438020310502651","article-title":"An overview of frequently used performance measures","volume":"52","author":"Tangen","year":"2003","journal-title":"Work Study"},{"key":"2025072819554583200_b76","unstructured":"Tarr, J.\n           (1998), Performance Measurements-Designing the Guidance System for Your Organization, American Production and Inventory Control Society, O'Fallon, MO."},{"issue":"2","key":"2025072819554583200_b77","doi-asserted-by":"crossref","first-page":"140","DOI":"10.1108\/18347640810913807","article-title":"Forward performance measurement and management integrated frameworks","volume":"16","author":"Taticchi","year":"2008","journal-title":"International Journal of Accounting and Information Management"},{"key":"2025072819554583200_b79","doi-asserted-by":"crossref","unstructured":"Wang, Y.J.\n           (2008), \u201cApplying FMCDM to evaluate financial performance of domestic airlines in Taiwan\u201d, Expert Systems with Applications, Vol. 34, pp. 1837-45.","DOI":"10.1016\/j.eswa.2007.02.029"},{"issue":"6","key":"2025072819554583200_b80","doi-asserted-by":"crossref","first-page":"10135","DOI":"10.1016\/j.eswa.2009.01.005","article-title":"A fuzzy MCDM approach for evaluating banking performance based on balanced scorecard","volume":"36","author":"Wu","year":"2009","journal-title":"Expert Systems with Applications"},{"issue":"3","key":"2025072819554583200_b81","doi-asserted-by":"crossref","first-page":"841","DOI":"10.1016\/j.eswa.2006.01.029","article-title":"Selecting knowledge management strategies by using the analytic network process","volume":"32","author":"Wu","year":"2007","journal-title":"Expert Systems with Applications"},{"issue":"7","key":"2025072819554583200_b82","doi-asserted-by":"crossref","first-page":"955","DOI":"10.1108\/02635570510616139","article-title":"Gaining customer knowledge through analytical CRM","volume":"105","author":"Xu","year":"2005","journal-title":"Industrial Management & Data Systems"},{"issue":"1","key":"2025072819554583200_b83","doi-asserted-by":"crossref","first-page":"126","DOI":"10.1016\/j.rcim.2005.12.002","article-title":"Multiple-attribute decision making methods for plant layout design problem","volume":"23","author":"Yang","year":"2007","journal-title":"Robotics & Computer-Integrated Manufacturing"},{"issue":"4","key":"2025072819554583200_b84","doi-asserted-by":"crossref","first-page":"279","DOI":"10.1080\/08853134.2004.10749038","article-title":"Customer relationship management implementation gaps","volume":"24","author":"Zablah","year":"2004","journal-title":"Journal of Personal Selling & Sales Management"},{"issue":"6","key":"2025072819554583200_b85","doi-asserted-by":"crossref","first-page":"475","DOI":"10.1016\/j.indmarman.2004.01.006","article-title":"An evaluation of divergent perspectives on customer relationship management: towards a common understanding of an emerging phenomenon","volume":"33","author":"Zablah","year":"2005","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"2025072819554583200_b86","doi-asserted-by":"crossref","first-page":"338","DOI":"10.1016\/S0019-9958(65)90241-X","article-title":"Fuzzy sets","volume":"8","author":"Zadeh","year":"1965","journal-title":"Information and Control"},{"key":"2025072819554583200_b87","doi-asserted-by":"crossref","unstructured":"Zadeh, L.A.\n           (1999), \u201cSome reflections on the anniversary of fuzzy sets and systems\u201d, Fuzzy Sets and Systems, Vol. 100, pp. 1-3.","DOI":"10.1016\/S0165-0114(99)80002-5"},{"issue":"3","key":"2025072819554583200_b88","doi-asserted-by":"crossref","first-page":"147","DOI":"10.1016\/S0166-4972(00)00030-4","article-title":"Information systems and competitive advantage: a competency-based view","volume":"21","author":"Zhang","year":"2001","journal-title":"Technovation"},{"issue":"4","key":"2025072819554583200_b89","doi-asserted-by":"crossref","first-page":"329","DOI":"10.1108\/09544780310487749","article-title":"Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry","volume":"17","author":"Zineldin","year":"2005","journal-title":"The TQM Magazine"},{"key":"2025072819554583200_frd1","unstructured":"Cooper, R.\n           and Kaplan, R.S. (1988), \u201cMeasure costs right: make the right decisions\u201d, Harvard Business Review, September\/October."},{"issue":"1","key":"2025072819554583200_frd2","doi-asserted-by":"crossref","first-page":"23","DOI":"10.1002\/npr.4040080105","article-title":"The SMART way to define and sustain success","volume":"8","author":"Cross","year":"1988","journal-title":"National Productivity Review"},{"key":"2025072819554583200_frd3","unstructured":"Dixon, J.R.\n          , Nanni, A.J. and Vollman, T.E. (1990), The New Performance Challenge Measuring Operations for World-class Competition, Irwin, Homewood, IL."},{"issue":"1","key":"2025072819554583200_frd4","doi-asserted-by":"crossref","first-page":"57","DOI":"10.1108\/09544780410511498","article-title":"An index method for measurement of customer satisfaction","volume":"16","author":"Fecikoua","year":"2004","journal-title":"The TQM Magazine"},{"issue":"3","key":"2025072819554583200_frd5","doi-asserted-by":"crossref","first-page":"178","DOI":"10.1108\/09604520010336704","article-title":"Measuring internal customer satisfaction","volume":"10","author":"Gilbert","year":"2000","journal-title":"Managing Service Quality"},{"issue":"1","key":"2025072819554583200_frd6","first-page":"75","article-title":"Using the balanced scorecard as a strategic management system","volume":"74","author":"Kaplan","year":"1996","journal-title":"Harvard Business Review"},{"key":"2025072819554583200_frd7","doi-asserted-by":"crossref","unstructured":"Kaplan, R.\n           and Norton, D. (2001), The Strategy-focused Organization, Harvard Business School Press, Boston, MA.","DOI":"10.1108\/sl.2001.26129cab.002"},{"issue":"12","key":"2025072819554583200_frd8","first-page":"45","article-title":"Are your performance measures obsolete?","volume":"70","author":"Keegan","year":"1989","journal-title":"Management Accounting"},{"issue":"2","key":"2025072819554583200_frd9","doi-asserted-by":"crossref","first-page":"145","DOI":"10.1016\/j.telpol.2003.12.003","article-title":"The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services","volume":"28","author":"Kim","year":"2004","journal-title":"Telecommunications Policy"},{"issue":"5","key":"2025072819554583200_frd11","first-page":"28","article-title":"Do financial and nonfinancial performance measures have to agree?","volume":"75","author":"McNair","year":"1990","journal-title":"Management Accounting Review"},{"issue":"1","key":"2025072819554583200_frd12","doi-asserted-by":"crossref","first-page":"287","DOI":"10.1016\/S1474-7871(04)12013-3","article-title":"The balanced scorecard: adoption and application","volume":"12","author":"Van der Meer-Kooistra","year":"2004","journal-title":"Advances in Management Accounting"},{"issue":"7","key":"2025072819554583200_frd13","doi-asserted-by":"crossref","first-page":"430","DOI":"10.1108\/07363760610712975","article-title":"The royalty of loyalty: CRM, quality and retention","volume":"23","author":"Zineldin","year":"2006","journal-title":"Journal of Consumer Marketing"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/02635571111170622","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/02635571111170622\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/imds\/article-pdf\/111\/7\/1105\/1257770\/02635571111170622.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"syndication"},{"URL":"https:\/\/www.emerald.com\/imds\/article-pdf\/111\/7\/1105\/1257770\/02635571111170622.pdf","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,28]],"date-time":"2025-07-28T23:56:08Z","timestamp":1753746968000},"score":1,"resource":{"primary":{"URL":"https:\/\/www.emerald.com\/imds\/article\/111\/7\/1105\/183828\/Applying-fuzzy-balanced-scorecard-for-evaluating"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2011,8,23]]},"references-count":90,"journal-issue":{"issue":"7","published-print":{"date-parts":[[2011,8,23]]}},"URL":"https:\/\/doi.org\/10.1108\/02635571111170622","relation":{},"ISSN":["0263-5577","1758-5783"],"issn-type":[{"type":"print","value":"0263-5577"},{"type":"electronic","value":"1758-5783"}],"subject":[],"published":{"date-parts":[[2011,8,23]]}}}