[ Modelado de los factores críticos de éxito en la implantación de sistemas CRM mediante mapas cognitivos difusos y computación con palabras ]
Volume 16, Issue 1, May 2016, Pages 72–77
Dixie Marisol Lopezdomínguez Rivas1, Sol David Lopezdomínguez Rivas2, Katya Martha Faggioni Colombo3, and Miriam Peña González4
1 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
2 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
3 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
4 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
Original language: Spanish
Copyright © 2016 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Fuzzy cognitive maps have received increasing attention for the representation of the causal knowledge especially useful in knowledge management. This paper proposes a model CRM critical success factor modelling and analysis based on fuzzy cognitive maps and using the paradigm of Computing with Words, in order to provide causal models easy to understand. To this end, the use of linguistic representation model based on linguistic 2-tuple in the competitive fuzzy cognitive maps is proposed, which allowing to perform the Computing with Words Processes without losing information. The main advantage of the model proposed for is that it allows increasing the interpretability of the causal models, being this fact knowledge management. Last, the paper presents a case study of the model proposed, as well as recommendations for future works.
Author Keywords: computing with words, CRM, granularity, fuzzy cognitive maps.
Volume 16, Issue 1, May 2016, Pages 72–77
Dixie Marisol Lopezdomínguez Rivas1, Sol David Lopezdomínguez Rivas2, Katya Martha Faggioni Colombo3, and Miriam Peña González4
1 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
2 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
3 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
4 Facultad de Ciencias Matemáticas y Físicas, Universidad de Guayaquil, Guayaquil, Guayas, Ecuador
Original language: Spanish
Copyright © 2016 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
Abstract
Fuzzy cognitive maps have received increasing attention for the representation of the causal knowledge especially useful in knowledge management. This paper proposes a model CRM critical success factor modelling and analysis based on fuzzy cognitive maps and using the paradigm of Computing with Words, in order to provide causal models easy to understand. To this end, the use of linguistic representation model based on linguistic 2-tuple in the competitive fuzzy cognitive maps is proposed, which allowing to perform the Computing with Words Processes without losing information. The main advantage of the model proposed for is that it allows increasing the interpretability of the causal models, being this fact knowledge management. Last, the paper presents a case study of the model proposed, as well as recommendations for future works.
Author Keywords: computing with words, CRM, granularity, fuzzy cognitive maps.
Abstract: (spanish)
Los mapas cognitivos difusos han recibido una creciente atención para la representación del conocimiento causal, siendo de especial utilidad en la gestión del conocimiento. En el presente trabajo se propone un modelo de apoyo al modelado y análisis de los factores críticos de éxito de la implementación de sistemas CRM utilizando el paradigma de computación con palabras con el objetivo de proporcionar modelos causales que sean fácilmente comprensibles. Para ello, se propone el uso del modelo de representación lingüístico basado en 2-tuplas lingüísticas en los mapas cognitivos difusos c, permitiendo realizar los procesos de computación con palabras sin pérdida de información. La principal ventaja del modelo propuesto para la representación del conocimiento basado en mapas cognitivos difusos es que permite aumentar la interpretabilidad de los modelos causales, siendo este hecho de utilidad en la gestión del conocimiento. Finalmente, se presenta un estudio de caso del modelo presentado así como recomendaciones de trabajos futuros.
Author Keywords: computación con palabras, CRM, granularidad, mapas cognitivos difusos.
How to Cite this Article
Dixie Marisol Lopezdomínguez Rivas, Sol David Lopezdomínguez Rivas, Katya Martha Faggioni Colombo, and Miriam Peña González, “Critical success factors in CRM implementation modelling using computing with word and fuzzy cognitive maps,” International Journal of Innovation and Applied Studies, vol. 16, no. 1, pp. 72–77, May 2016.
