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With the constant changes in the decision-making environment, various limitations have emerged in traditional decision-making methods, such as the inability to simultaneously consider multiple factors such as randomness, hesitation, and ambiguity, thus limiting a comprehensive grasp of the decision-maker's cognitive inputs. To address the above problems, we propose a multi-criteria decision-making (MCDM) model based on a new fuzzy set (FS). Firstly, we define a new Z hesitant fuzzy linguistic term set (ZHFLTS) and propose a visualization metric for mapping ZHFLTS into T-spherical fuzzy (T-SF) space to simplify the computation. The relevant properties of ZHFLTS are further investigated. In order to accurately measure the uncertainty of FSs, we propose the probabilistic-hesitation-fuzzy (PHF) entropy and use it as a basis to derive the potential probability distribution using the fruit fly optimization algorithm (FOA). Subsequently, an MCDM model is established based on the proposed ZHFLTS, visualization metric, and PHF entropy. The model can better solve complex decision-making problems such as TCM through example studies and comparative analyses. The research in this paper aims to cope with today's increasingly complex decision-making environments, and the introduced ZHFLTS framework and the corresponding methodology provide new ways to solve complex decision problems. • ZHFLTS is defined and a mapping method to visualize ZHFLTS in T-SF space is studied. • PHF entropy is proposed based on FOA for obtaining potential probability distribution. • A Novel MCDM model based on ZHFLTS is presented. • It proves the effectiveness of the model through instances and comparative analysis. [ABSTRACT FROM AUTHOR]