Cid Lopez, AndrésHornos, Miguel J.Carrasco González, Ramón AlbertoHerrera Viedma, EnriqueChiclana, Francisco2023-06-172023-06-1720170957-417410.1016/j.eswa.2017.04.049https://hdl.handle.net/20.500.14352/18866In general, traditional decision-making models are based on methods that perform calculations on quantitative measures. These methods are usually applied to assess possible solutions to a problem, resulting in a ranking of alternatives. However, when it comes to making decisions about qualitative measures — such as service quality—, the quantitative assessment is a bit difficult to interpret. Therefore, taking into account the maturity of the linguistic assessment models, this paper puts forth a new solution proposal. It is a decision-making model that uses linguistic labels —represented with the 2-tuple notation— and a variable expressive richness when providing output results. This solution allows expressing results in a manner closer to the human cognitive system. To achieve this goal, a mechanism has been implemented for measuring the distance among the aggregate ratings, providing the decision-maker with a fast and intuitive answer. The proposal is illustrated with an application example based on the TOPSIS model, using linguistic labels throughout the entire process.engjournal articlehttp://dx.doi.org/10.1016/j.eswa.2017.04.049restricted accessMulti-criteria decision-makingLinguistic labelsVariable expressive richness2-tuple representationLinguistic TOPSIS model.Teoría de conjuntosTeoría de la decisiónLingüística1201.02 Teoría Axiomática de Conjuntos1209.04 Teoría y Proceso de decisión57 Lingüística