... cooperate in order to meet their customers’ wants. The purpose of this paper is to introduce a new hybrid approach of QFD employing SERVQUAL method, named three-dimensional house of quality (3DHOQ) to help the cooperation between two organizations with common customers by determining some common corrective...

.../methodology/approach This study uses a combination of several quality management (QM) tools including SERVQUAL, Kano’s model, quality function deployment and knapsack problem. Moreover, the triangular fuzzy logic is used throughout the model to address data uncertainty and increase the model flexibility...