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Attitude-based Consensus Model for Heterogeneous Multi-criteria Large-Scale Group Decision Making: Application to IT-based Services Management

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Engineering and Management of IT-based Service Systems

Part of the book series: Intelligent Systems Reference Library ((ISRL,volume 55))

Abstract

IT-based services management in organizations frequently requires the use of decision making approaches. Several multi-criteria and group decision making models have been proposed for the management of IT-based services in the literature. However, there are some important aspects when a large number of decision makers take part, that have not been considered yet in these organizational contexts, such as: the existence of multiple subgroups of decision makers with different attitudes and/or interests, the necessity of applying a consensus reaching process to make highly accepted collective decisions, and the problem of dealing with heterogeneous contexts, since decision makers from different areas might provide preferences in different information domains. This chapter proposes an attitude-based consensus model for IT-based services management, that deals with heterogeneous information and multiple criteria. An example that illustrates its application to a real-life problem about selecting an IT-based banking service for its improvement is also presented.

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Acknowledgments

This work was partially supported by the Research Project TIN-2009-08286 and ERDF.

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Authors and Affiliations

  1. Department of Computer Science, University of Jaén, Campus Las Lagunillas, s/n, 23071, Jaén, Spain

    Iván Palomares & Luis Martínez

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  1. Iván Palomares
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  2. Luis Martínez
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Correspondence to Iván Palomares .

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Editors and Affiliations

  1. Dept. of Information Systems Universidad 940, Autonomous University of Aguascalientes, Aguascalientes, Ags., Mexico

    Manuel Mora

  2. Department of Computing Science, Carl von Ossietzky University Oldenburg, Oldenburg, Germany

    Jorge Marx Gómez

  3. Departamento de Ciencias Computacionales, Tecnológico de Monterrey, Monterrey, Mexico

    Leonardo Garrido

  4. Departamento de Tecnologías de la Inform, CCADET, Universidad Nacional Autónoma de México, Ciudad Universitaria, Mexico

    Francisco Cervantes Pérez

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Palomares, I., Martínez, L. (2014). Attitude-based Consensus Model for Heterogeneous Multi-criteria Large-Scale Group Decision Making: Application to IT-based Services Management. In: Mora, M., Marx Gómez, J., Garrido, L., Pérez, F. (eds) Engineering and Management of IT-based Service Systems. Intelligent Systems Reference Library, vol 55. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-39928-2_8

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  • DOI: https://doi.org/10.1007/978-3-642-39928-2_8

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  • Online ISBN: 978-3-642-39928-2

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