Decision making in multi-agent systems
Advanced Issues in Information and Decision Systems
Introduction. Decision Theory. Group Decision Making & Negotiations. Multi-Criteria Group Decision Making. Social Choice Theory. Structured Modeling & Model-based Management Systems. Intelligent Decision Systems. IS & DSS Evaluation. Information Filtering & Retrieval. User Modeling. Consumer Modeling. Adaptive and Personalization Methods. Workflow Management and Virtual Enterprises. Web-pages Evaluation. Information Systems Management. Advanced IS & DSS (Group Decision Support Systems, Multicriteria DSS, Executive Support Systems, Spatial DSS, Distributed DSS, …). DSS Applications in Marketing, Finance, Production, Management, Health, etc.
Service Quality and Customer Satisfaction
Introduction to service quality (principles and definitions), Methodology for applied total quality management practices in services, Alternative methodological approaches (Servqual, Servperf, Oliver, Fornell and Kano models Structural equation models MUSA method), Customer value management, Quality awards and satisfaction barometers, Customer satisfaction surveys, Employee satisfaction, Customer loyalty, Advanced topics on service quality, Applications and studies. (Prerequisite: basic knowledge of statistics and data analysis).