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    題名: Selection of an Improvement Strategy in Internal Service Operations: The MCDM Approach with Fuzzy AHP and Nonadditive Fuzzy Integral
    作者: 鄭至甫
    Jeng, Don Jyh-Fu
    貢獻者: 科管智財所
    關鍵詞: Analytic hierarchy process (AHP), Fuzzy integral, Internal service quality;Multiple criteria decision-making (MCDM), Strategic service operation
    日期: 2012.08
    上傳時間: 2014-10-17 15:42:33 (UTC+8)
    摘要: Service operation strategy has been widely adopted by firms who wish to enhance their competitive advantage to be better prepared to face external challenges. Previous studies have shown that internal service quality (ISQ) ultimately drives the profit of enterprises. This research has thus chosen ISQ as the focus for the development of an assessment model to reform organizations that undertake ISQ to enhance their core competencies. This paper describes a fuzzy hierarchical analytic approach to determine the weighting of subjective judgments and presents a nonadditive fuzzy integral technique to evaluate an ISQ case as a fuzzy multiple criteria decision-making (MCDM) problem. Through literature reviews and experts interviews, 26 criteria are generated along with nine dimensions and five strategy alternatives. By ranking fuzzy weights and fuzzy synthetic utility values, the relative importance of criteria and the best strategies can be determined. An empirical case of ISQ improvement strategy for a Taiwanese semiconductor manufacturer is demonstrated to show the effectiveness of the proposed methods when dealing with criteria that are not independent. The empirical results show that employee rewards and recognition outrank other strategies with regard to improving the ISQ. These results will not only help organizations that aim to improve their internal service operations, but can also assist human resource professionals in more effectively monitoring and improving the performance of employees.
    關聯: International Journal of Innovative Computing, Information and Control,8(8), 5917-5933
    資料類型: article
    顯示於類別:[科技管理與智慧財產研究所] 期刊論文

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