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中文摘要：
为了消除针对顾客服务的竞争性对比分析中所存在的大量不确定模糊因素，运用模糊决策理论和方法，以市场中的多个竞争对手的服务业绩作为标杆，建立了关于竞争性对比分析的多级模糊综合评判模型．为顾客服务的各要素的服务水平的改进方向而言，提供了一种定量化的方法．通过实例证明了该方法在实际应用中是有效和可行的．
英文摘要：
In order to minimize fuzzy uncertainty factors in the competitive comparison analysis of customer service, a model of multistage fuzzy comprehensive evaluation about customer service improvements is set up through fuzzy decision theory with the benchmark of several competitors of the service performance in the marketplace. A method to improve the direction of customer service elements is supplied. The method is proved to be efficient and feasible in practice by analyzing an example.
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