Orientador: João Marcos Travassos Romano / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Engenharia Eletrica e de Computação / Made available in DSpace on 2018-08-04T07:52:07Z (GMT). No. of bitstreams: 1 Attux_RomisRibeirodeFaissol_D.pdf: 4889703 bytes, checksum: 022efe9d9ffb4a1629612763bc2c2b3d (MD5) Previous issue date: 2005 / Resumo: O objetivo deste trabalho é investigar a aplicação de estruturas não-lineares e de técnicas de otimização baseadas em computação evolutiva a problemas de equalização e identificação de canal. O relato se divide em duas partes: a primeira voltada à análise dos fundamentos do problema de filtragem, e a segunda, à apresentação de novas abordagens para sua solução. A primeira parte, inaugurada pelas noções primordiais de comunicação, abrange os diferentes aspectos do projeto de um filtro. Permeia toda a exposição uma idéia fundamental: o estabelecimento de um paradigma genérico de filtragem adaptativa. Na segunda parte, apresentamos contribuições originais que se encaixam de diversas formas no espírito desse paradigma. Os problemas abordados são: equalização linear cega, equalização e pré-distorção baseadas em redes neurais, identificação cega, identificação de plantas recursivas, busca cega do receptor de máxima verossimilhança e equalização não-linear cega baseada em predição. Tais propostas, além de possuírem um valor intrínseco, podem ser entendidas como um corpus de evidências da validade das idéias unificadoras pertencentes ao arcabouço teórico erigido / Abstract: The objective of this work is to investigate the use of nonlinear structures and optimization techniques based on evolutionary computation in channel equalization and identification problems. The text is structured according to a twofold division: the first part is dedicated to the analysis of the foundations of the filtering problem, and the second, to the exposition of new approaches to its solution. The first part, whose starting point is the primordial idea of communication, encompasses the various aspects of the design of a signal-processing device. The entire explanation is permeated by a fundamental idea: the constitution of a generic paradigm for adaptive filtering. In the second part, a number of original contributions are presented that are related in various ways to the essence of this paradigm. These contributions involve the problems of blind linear equalization, neural network-based equalization and pre-distortion, blind and supervised identification of feedforward and feedback plants, maximum-likelihood sequence estimation and nonlinear blind equalization based on prediction. Such proposals, apart from possessing an intrinsic value, can also be understood as a corpus of evidences of the validity of the unifying ideas belonging to the established theoretical framework / Doutorado / Telecomunicações e Telemática / Doutor em Engenharia Elétrica

Orientador: Celso Pascoli Bottura / Tese (doutorado) - Universidade Estadual de Campinas, Faculdade de Engenharia Eletrica e Computação / Made available in DSpace on 2018-08-31T09:18:30Z (GMT). No. of bitstreams: 1 Serra_GinalberLuizdeOliveira_D.pdf: 2165582 bytes, checksum: a1dad46bc4d817f8d4e6457f60ae9599 (MD5) Previous issue date: 2005 / Resumo: Esta tese apresenta propostas de metodologias para identificação e controle inteligentes. Uma metodologia para identificação de sistemas dinâmicos não-lineares no tempo discreto, baseada tio método de variável instrumental e no modelo nebuloso Takagi-Sugeno, é apresentada. Nesta metodologia, a qual é uma extensão do método de variável instrumental tradicional, as variáveis instrumentais escolhidas, estatisticamente independentes do ruído, são mapeadas em conjuntos nebulosos, particionando o espaço de entrada em sub-regiões, para estimação não-polarizada dos parâmetros do conseqüente dos modelos nebulosos TS em ambiente ruidoso. Um esquema de controle adaptativo gain scheduling baseado em redes neurais, sistemas nebulosos e algoritmos genéticos para sistemas dinâmicos não-lineares no tempo discreto também é apresentado. 0 controlador nebuloso é desenvolvido e projetado com o usa de um algoritmo genético para satisfazer, simultaneamente, múltiplos objetivos. Com o esquema de aprendizagem supervisionada, os parâmetros do controlador nebuloso são usados para projetar um gain scheduler neural para ajuste on-line do controlador nebuloso em alguns pontos de operação do sistema dinâmico / Abstract: This thesis presents proposals of methodologies for intelligent identification and control. A methodology tor nonlinear dynamic discrete time systems identification, based on the instrumental variable method and Takagi-Sugeno fuzzy model, is presented. In this methodology, which is an extension of the standard instrumental variable method, the chosen instrumental variables, estatistically independent of the noise, are mapped into fuzzy sets, partitioning the input space in subregions, for unbiased estimation of Takagi-Sugeno fuzzy model consequent parameters in a noisy environment. A gain scheduling adaptive control design based on neural network, fuzzy systems and genetic algorithms for nonlinear dynamic discrete time systems is also presented. The fuzzy controller is developed and designed by a genetic algorithm to satisfy, simultaneously, multiple objectives. "With the supervised learning scheme, the fuzzy controller parameters are used to design the gain neural scheduler to tune on-line the fuzzy controller in some operation points of the dynamic system / Doutorado / Automação / Doutor em Engenharia Elétrica

Indiana University-Purdue University Indianapolis (IUPUI) / This thesis focuses on optimization of wind power tracking control systems in order to capture maximum wind power for the generation system. In this work, a mathematical simulation model is developed for a variable speed wind turbine power generation system. The system consists a wind turbine with necessary transmission system, and a permanent magnet synchronous generator and its vector control system. A new fuzzy based hill climbing method for power tracking control is proposed and implemented to optimize the wind power for the system under various conditions. Two existing power tracking control methods, the tip speed ratio (TSR) control method and the speed sensorless control method are also implemented with the wind power system. The computer simulations with a 5 KW wind power generation system are performed. The results from the proposed control method are compared with those obtained using the two existing methods. It is illustrated that the proposed method generally outperforms the two existing methods, especially when the operating point is far away from the maximum point. The proposed control method also has similar stable characteristic when the operating point is close to the peak point in comparison with the existing methods. The proposed fuzzy control method is computationally efficient and can be easily implemented in real-time.

Indiana University-Purdue University Indianapolis (IUPUI) / Lithium-ion battery is one kind of rechargeable battery, and also renewable, sustainable and portable. With the merits of high density, slow loss of charge when spare and no memory effect, lithium-ion battery is widely used in portable electronics and hybrid vehicles. Apart from its advantages, safety is a major concern for Lithium-ion batteries due to devastating incidents with laptop and cell phone batteries. Overcharge and over-discharge are two of the most common electrical abuses a lithium-ion battery suffers. In this thesis, a fuzzy-rule-based system is proposed to detect the over-charge and over-discharge failure in early time. The preliminary results for the failure signatures of overcharged and over-discharged lithium-ion are listed based on the experimental results under both room temperature and high temperature. A fuzzy-rule-based model utilizing these failure signatures is developed and validated. For over-charge case, the abnormal increase of the surface temperature and decrease of the voltage are captured. While for over discharge case, unusual temperature increase during overcharge phases and abnormal current decrease during overcharge phases are obtained. The inference engine for fuzzy-rule-based system is designed based on these failure signatures. An early warning signal will be given by this algorithm before the failure occurs. This failure detection and early warning system is verified to be effective through experimental validation. In the validation test, the proposed methods are successfully implemented in a real-time system for failure detection and early warning. The result of validation is compatible with the design expectation. Finally an accurate failure detection and early warning system is built and tested successfully.

There is considerable opportunity to develop new modelling techniques within a Geographic Information Systems (GIS) framework for the development of sustainable marine cage culture. However, the spatial data sets are often uncertain and incomplete, therefore new spatial models employing “soft computing” methods such as fuzzy logic may be more suitable. The aim of this study is to develop a model using Neuro-fuzzy techniques in a 3D GIS (Arc View 3.2) to predict coastal environmental vulnerability for Atlantic salmon cage aquaculture. A 3D hydrodynamic model (3DMOHID) coupled to a particle-tracking model is applied to study the circulation patterns, dispersion processes and residence time in Mulroy Bay, Co. Donegal Ireland, an Irish fjard (shallow fjordic system), an area of restricted exchange, geometrically complicated with important aquaculture activities. The hydrodynamic model was calibrated and validated by comparison with sea surface and water flow measurements. The model provided spatial and temporal information on circulation, renewal time, helping to determine the influence of winds on circulation patterns and in particular the assessment of the hydrographic conditions with a strong influence on the management of fish cage culture. The particle-tracking model was used to study the transport and flushing processes. Instantaneous massive releases of particles from key boxes are modelled to analyse the ocean-fjord exchange characteristics and, by emulating discharge from finfish cages, to show the behaviour of waste in terms of water circulation and water exchange. In this study the results from the hydrodynamic model have been incorporated into GIS to provide an easy-to-use graphical user interface for 2D (maps), 3D and temporal visualization (animations), for interrogation of results. v Data on the physical environment and aquaculture suitability were derived from a 3- dimensional hydrodynamic model and GIS for incorporation into the final model framework and included mean and maximum current velocities, current flow quiescence time, water column stratification, sediment granulometry, particulate waste dispersion distance, oxygen depletion, water depth, coastal protection zones, and slope. The Neuro-fuzzy classification model NEFCLASS–J, was used to develop learning algorithms to create the structure (rule base) and the parameters (fuzzy sets) of a fuzzy classifier from a set of classified training data. A total of 42 training sites were sampled using stratified random sampling from the GIS raster data layers, and the vulnerability categories for each were manually classified into four categories based on the opinions of experts with field experience and specific knowledge of the environmental problems investigated. The final products, GIS/based Neuro Fuzzy maps were achieved by combining modeled and real environmental parameters relevant to marine fin fish Aquaculture. Environmental vulnerability models, based on Neuro-fuzzy techniques, showed sensitivity to the membership shapes of the fuzzy sets, the nature of the weightings applied to the model rules, and validation techniques used during the learning and validation process. The accuracy of the final classifier selected was R=85.71%, (estimated error value of ±16.5% from Cross Validation, N=10) with a Kappa coefficient of agreement of 81%. Unclassified cells in the whole spatial domain (of 1623 GIS cells) ranged from 0% to 24.18 %. A statistical comparison between vulnerability scores and a significant product of aquaculture waste (nitrogen concentrations in sediment under the salmon cages) showed that the final model gave a good correlation between predicted environmental vi vulnerability and sediment nitrogen levels, highlighting a number of areas with variable sensitivity to aquaculture. Further evaluation and analysis of the quality of the classification was achieved and the applicability of separability indexes was also studied. The inter-class separability estimations were performed on two different training data sets to assess the difficulty of the class separation problem under investigation. The Neuro-fuzzy classifier for a supervised and hard classification of coastal environmental vulnerability has demonstrated an ability to derive an accurate and reliable classification into areas of different levels of environmental vulnerability using a minimal number of training sets. The output will be an environmental spatial model for application in coastal areas intended to facilitate policy decision and to allow input into wider ranging spatial modelling projects, such as coastal zone management systems and effective environmental management of fish cage aquaculture.

La reconnaissance internationale du metteur en scène Enrique Diaz s’est affirmée de façon sensible depuis plus d’une vingtaine d’années. Sa démarche artistique est très influencée par la performance et fait souvent appel à des textes métathéâtraux. Ses mises en scène autoréflexives ont pour thème leur propre processus de création. Elles mettent en évidence le jeu de l’acteur et utilisent les vídéos de façon autoréférentielle et critique.Cette thèse propose une étude du système de création de Enrique Diaz selon une approche systémique, prenant comme référence méthodologique transdisciplinaire les systèmes numériques appelés systèmes flous ou fuzzy systems. Cet angle d’analyse nous a paru permettre l’étude de la démarche de l’artiste selon des échelles d‘observation et des points de vue différents. Nous avons donc étudié tout d'abord le parcours artistique d’Enrique Diaz sur le plan global, intégrant les principaux spectacles et thématiques à partir du travail que Diaz demande à ses acteurs. Cette observation globale nous a offert les fondements nécessaires à la création d’une modélisation dynamique, c’est-à-dire, à l’élaboration d’hypothèses touchant le fonctionnement global du système de création de l’artiste, en tentant de montrer en quoi celui-ci constitue une forme de système flou.Afin de valider la modélisation créée, le spectacle Seagull-Play/ La Mouette est analyséselon les catégories utilisées pour la création d’un système flou. La fuzzification renvoieaux phases préliminaires du projet, aux choix esthétiques et aux techniques d’improvisation collective, comme celle de l’utilisation de la technique des Viewpoints and Composition. L’inférence concerne l’observation des prises de décisions du metteur en scène au cours du processus de création. Enfin la défuzzification est l’étude de la présentation du spectacle au public. L’objectif final est de montrer l’originalité de la démarche artistique d’Enrique Diaz en utilisant une méthodologie basée sur les systèmes flous et inspirée par le processus même de création de l’artiste. / The international recognition of the director Enrique Diaz has asserted itself for morethan twenty years. His artistic approach is very influenced by performance and it oftenuses metatheatrical texts. His reflexive productions focus on their own creative processes. They highlight the acting of the actor and they use the media in a selfreferential and critical way. Director Enrique Diaz' creation is approached for this thesis in a systemic way, using as a transdisciplinary methodological reference, the computer systems called fuzzy systems. Therefore, it allows to study his approach through different observation scales and varied points of view. First of all, its artistical experience is analyzed with a global scale: main themes and plays, specialy the actor's work. The overall observation offers substrate to a dynamic modeling, that is to say, the development of hypothesis regarding the general operation of Enrique Dias' creating system, and his main course of actions during the process of different plays. As a validating strategy, the play Gaivota - tema para um conto curto (Seagull-Play/La Mouette), is analyzed taking in consideration the operational of a fuzzy system - fuzzification, inferences and defuzzification - that is to say, according to the initial purposes of the project, the aesthetic references for its creation and the main procedures used for improvising (Viewpoints and Composition) and itsconnections/consequences/ to the play. The objective is to show the originality of theartistic approach of Enrique Diaz using a methodology based on the fuzzy system andinspired by his own approach. / A prática artística do encenador Enrique Diaz ganhou um reconhecimento internacional nos últimos vinte anos. Influenciado pela performance, Enrique Diaz faz uso recorrente de textos metateatrais e seus espetáculos autoréflexivos tematizam o próprio processo de criação. Sua prática é centrada no trabalho do ator e utiliza os vídeos de forma autoreferencial e crítica.Esta tese aborda a criação do encenador Enrique Diaz de forma sistêmica, tendo como referência metodológica transdisciplinar os sistemas informáticos chamados nebulosos (flous ou fuzzy). O sistema flou é uma analogia para a compreensão do funcionamento do trabalho de Enrique Diaz, de modo a evidenciar, segundo diferentes pontos de vista e conforme escalas de observação diversas, o que chamo de sistema de criação. Suaprática artística é abordada primeiramente numa escala global, enveredando por temas e espetáculos e fechando o foco sobre o trabalho do ator. Este modo de observação oferece substrato a uma modelização dinâmica, ou seja, permite o levantamento de hipóteses a respeito do funcionamento geral do sistema de criação de Enrique Diaz e das principais ações executadas para a construção de diferentes espetáculos. Como forma de validação, o espetáculo Gaivota – tema para um conto curto, é analisado levando em conta as fases de funcionamento de um sistema nebuloso – fuzzificação, inferências e defuzzificação –, ou seja, segundo as proposições iniciais do projeto e as técnicas utilizadas nos ensaios (como a técnica Viewpoints and Composition), os tipos de decisões da encenação e a apresentação do espetáculo. O objetivo é mostrar as singularidades do sistema de criação de Enrique Diaz a partir da criação de uma metodologia inspirada por sua prática artística.

Neste trabalho é apresentada uma abordagem fuzzy para a estabilização de uma classe de sistemas não-lineares com parâmetros descritos por saltos Markovianos. Uma nova modelagem fuzzy de sistemas é formulada para representar esta classe de sistemas na vizinhança de pontos de operação escolhidos. A estrutura deste sistema fuzzy é composta de dois níveis, um para descrição dos saltos Markovianos e outro para descrição das não-linearidades no estado do sistema. Condições suficientes para a estabilização estocástica do sistema fuzzy considerado são derivadas usando uma função de Lyapunov acoplada. O projeto de controle fuzzy é então formulado a partir de um conjunto de desigualdades matriciais lineares. Em adição, um exemplo de aplicação, envolvendo a representação da operação de um sistema elétrico de potência em esquema de co-geração por um sistema com saltos Markovianos, é construído para validação dos resultados. / This work deals with the fuzzy-model-based control design for a class of Markovian jump nonlinear systems. A new fuzzy system modeling is proposed to approximate the dynamics of this class of systems. The structure of the new fuzzy system is composed of two levels, a crisp level which describes the Markovian jumps and a fuzzy level which describes the system nonlinearities. A sufficient condition on the existence of a stochastically stabilizing controller using a Lyapunov function approach is presented. The fuzzy-model-based control design is formulated in terms of a set of linear matrix inequalities. In addition, simulation results for a single-machine infinite-bus power system in cogeneration scheme, whose operation is modeled as an Markovian jump nonlinear system, are presented to illustrate the applicability of the technique.

As redes ópticas passivas (PON), em virtude da oferta de maior largura de banda a custos relativamente baixos, vêm se destacando como possível candidata para suprir a demanda dos novos serviços como, tráfego de voz, vídeo, dados e de serviços móveis, exigidos pelos usuários finais. Uma importante candidata, para realizar o controle de acesso nas PONs, é a técnica de acesso múltiplo por divisão de código óptico (OCDMA), por apresentar características relevantes, como maior segurança e capacidade flexível sob demanda. No entanto, agentes físicos externos, como as variações de temperatura ambiental no enlace, exercem uma influência considerável sobre as condições de operação das redes ópticas. Especificamente, nas OCDMA-PONs, os efeitos da variação de temperatura ambiental no enlace de transmissão, afetam o valor do pico do autocorrelação do código OCDMA a ser detectado, degradando a qualidade de serviço (QoS), além do aumento da taxa de erro de bit (BER) do sistema. O presente trabalho apresenta duas novas propostas de técnicas, utilizando sistemas inteligentes, mais precisamente, controladores lógicos fuzzy (FLC) aplicados nos transmissores e nos receptores das OCDMA-PONs, com o objetivo de mitigar os efeitos de variação de temperatura. Os resultados das simulações mostram que o desempenho da rede é melhorado quando as abordagens propostas são empregadas. Por exemplo, para a distância de propagação de 10 km e variações de temperatura de 20°C, o sistema com FLC, suporta 40 usuários simultâneos com a BER = 10-9, enquanto que, sem FLC, acomoda apenas 10. Ainda neste trabalho, é proposta uma nova técnica de classificação de códigos OCDMA, com o uso de redes neurais artificiais, mais precisamente, mapas auto-organizáveis de Kohonen (SOM), importante para que o sistema de gerenciamento da rede possa oferecer uma maior segurança para os usuários. Por fim, sem o uso de técnica inteligente, é apresentada, uma nova proposta de código OCDMA, cujo formalismo desenvolvido, permite generalizar a obtenção de código com propriedades distintas, como diversas ponderações e comprimentos de códigos. / Passive optical networks (PON), due to the provision of higher bandwidth at relatively low cost, have been excelling as a possible candidate to meet the demand of new services, such as voice traffic, video, data and mobile services, as required by end users. An important candidate to perform access control in PONs, is the Optical Code-Division Multiple-Access (OCDMA) technique, due to relevant characteristics, such as improved security and flexible capacity on demand. However, external physical agents, such as variations in environmental temperature on the Fiber Optic Link, have considerable influence on the operating conditions of optical networks. Specifically, in OCDMA-PONs, the effects of environmental temperature variation in the transmission link affect the peak value on the autocorrelation of the OCDMA code to be detected, degrading the quality of service (QoS), in addition to increasing the Bit Error Rate (BER) of the system. This thesis presents two new proposals of techniques using intelligent systems, more precisely, Fuzzy Logic Controllers (FLC) applied on the transmitters and receivers of OCDMA-PONs, in order to mitigate the effects of temperature variation. The simulation results show that the network performance is improved when the proposed approaches are employed. For example, for the propagation distance of 10 kilometers and temperature variations of 20°C, the FLC system supports 40 simultaneous users at BER = 10-9, whereas without the FLC, the system can accommodate only 10. Furthermore, in this work is proposed a new technique of OCDMA codes classification, using Artificial Neural Networks (ANN), more precisely, the Self-Organizing Maps (SOM) of Kohonen, important for the network management system to provide increased security for users. Finally, without the use of intelligent technique, it is presented a new proposal of OCDMA code, whose formalism developed, allows to generalize the code acquisition with distinct properties, such as different weights and length codes.

Carefree handling refers to the ability of a pilot to operate an aircraft without the need to continuously monitor aircraft operating limits. At the heart of all carefree handling or maneuvering systems, also referred to as envelope protection systems, are algorithms and methods for predicting future limit violations. Recently, envelope protection methods that have gained more acceptance, translate limit proximity information to its equivalent in the control channel. Envelope protection algorithms either use very small prediction horizon or are static methods with no capability to adapt to changes in system configurations. Adaptive approaches maximizing prediction horizon such as dynamic trim, are only applicable to steady-state-response critical limit parameters. In this thesis, a new adaptive envelope protection method is developed that is applicable to steady-state and transient response critical limit parameters. The approach is based upon devising the most aggressive optimal control profile to the limit boundary and using it to compute control limits. Pilot-in-the-loop evaluations of the proposed approach are conducted at the Georgia Tech Carefree Maneuver lab for transient longitudinal hub moment limit protection. Carefree maneuvering is the dual of carefree handling in the realm of autonomous Uninhabited Aerial Vehicles (UAVs). Designing a flight control system to fully and effectively utilize the operational flight envelope is very difficult. With the increasing role and demands for extreme maneuverability there is a need for developing envelope protection methods for autonomous UAVs. In this thesis, a full-authority automatic envelope protection method is proposed for limit protection in UAVs. The approach uses adaptive estimate of limit parameter dynamics and finite-time horizon predictions to detect impending limit boundary violations. Limit violations are prevented by treating the limit boundary as an obstacle and by correcting nominal control/command inputs to track a limit parameter safe-response profile near the limit boundary. The method is evaluated using software-in-the-loop and flight evaluations on the Georgia Tech unmanned rotorcraft platform- GTMax. The thesis also develops and evaluates an extension for calculating control margins based on restricting limit parameter response aggressiveness near the limit boundary.

El manejo de las relaciones con los clientes es uno de los aspectos más importantes de la gestión empresarial. En un entorno en el que las organizaciones pugnan por retener y fidelizar a los clientes, resultado del cambio permanente, se plantea el hecho de entender claramente qué están esperando los clientes por parte de las empresas cuando adquieren un producto o servicio. Este entendimiento abarca desde el contacto inicial, resultado de una compra o intención de compra, hasta momentos de mayor complejidad en la relaciones cliente-empresa, como pueden ser el manejo de quejas y el servicio post-venta. Cobra importancia entonces revisar el concepto de “necesidades o expectativas de los clientes” hacia las empresas. En este sentido resulta básica la identificación de los denominados “atributos contemplados por los clientes” al establecer algún tipo de relación contractual. Se busca comprender este concepto desde las dos partes que nos ocupan: 1) Desde la perspectiva de la empresa: Esto es, qué entiende la empresa de lo que el cliente realmente necesita 2) Desde la óptica del cliente: Cómo espera el cliente que la empresa responda ante a sus necesidades o expectativas. En este trabajo de investigación se presenta un planteamiento para analizar los atributos valorados por los clientes a la hora de recibir un servicio. Para concretar este planteamiento, se muestra en primer lugar el resultado de la investigación llevada a cabo en las principales bases de datos académicas para conocer el estado de la cuestión. Se presentan los trabajos más relevantes, relacionados con el tema que nos ocupa, que han sido realizados por investigadores y académicos sobre la teoría del Marketing Relacional hasta la fecha. Esto permite entender cómo ha sido la evolución de esta especialidad del Marketing hacia un modelo de gestión de las relaciones con los clientes. Con esta base teórica, se procede al desarrollo de nuevas aportaciones al conocimiento teórico de la relación entre las estrategias de marketing relacional y las expectativas de satisfacción de los clientes. Como elemento innovador, se incorpora a en este trabajo la Lógica Borrosa a través de varios modelos para el tratamiento de la incertidumbre combinados con modelos clásicos y maduros en la gestión de servicio a los clientes. La implementación de estos modelos combinados, radica en identificar un conjunto de herramientas que puedan ser utilizadas por las empresas de cualquier sector para identificar aquellos atributos que los clientes contemplan a la hora de recibir un producto o servicio y que pueden haber sido omitidos por las empresas. Finalmente, este trabajo plantea la aplicabilidad de los modelos propuestos a diversas industrias, seleccionando como industria piloto la Industria Financiera, en particular instituciones bancarias, por presentar una serie de servicios utilizados por un gran número de personas de diferentes características y por ser muy sensibles a ser continuamente evaluadas por sus usuarios. / MODELS FOR THE ANALYSIS OF ATTRIBUTES PROVIDED BY CUSTOMERS IN A RELATIONSHIP MARKETING STRATEGY Thesis submitted by Carolina Luis Bassa to obtain the degree of PHD in Business Director: Dr. Ana Maria Gil Lafuente ABSTRACT Customer Relationship is one of the most important aspects in business management. In an environment where organizations are struggling to retain and build customer loyalty, it is very important to understand what customers are waiting for when they purchase a product or service. This understanding extends from initial contact until after the purchase, such as the complaint handling and after-sales service. It is important to review the concept of "customer expectations". It is essential the identification of so-called "attributes provided by the clients" to establish some kind of contractual relationship from the two parties: 1) from the company’ perspective: This is what the company understands about what the customer really needs? 2) From the customer’ perspective: What does the client expect from the company, to respond to their needs or expectations? In this research we present an approach to analyze the attributes valued by customers when receiving a service. We show the result of the research conducted at the major academic databases in order to check the status of the matter. We present the most relevant papers related to the topic, which have been made by researchers and academics on the theory of Relationship Marketing to date. This allowed us to understand what has been the evolution of this specialty of Marketing, looking for a model for managing customer relationships. With this theoretical base, we proceed to the development of new contributions to theoretical knowledge of the relationship between relationship marketing strategies and expectations of customer satisfaction. As an innovation, we used in this work the Fuzzy Logic through several models for the treatment of uncertainty, combined with classical models in the management of customer service. These models combined, are a set of tools that can be used by companies in any industry to identify those attributes that customers referred to, in receiving a product or service that may have been missed by companies with the current tools. Finally, this paper discusses the applicability of the proposed models to several industries. We selected a bank, because it presents a number of services used by a large number of people for a long time.