A Study of Performance Measurement of Multi-Criteria Service Innovation

• Main Authors: Ho-Ching Lin, 林合慶
• Other Authors: Wen-Pai Wang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/15952405387827780563

碩士 === 國立勤益科技大學 === 工業工程與管理系 === 101 === Under intense global competitions, in order to stand out in the market, continuous innovation is crucial to enterprises, and service innovation is particularly important. In today’s market, meeting customers’ needs and satisfaction are the focuses of service improvement. Faced with numerous competitors in the global market, managers must strive to lower costs, enhance efficiency, and improve service quality, thus, innovative service is a critical improvement factor that affects the sustainable operation of enterprises. In order to improve service quality and enhance customer satisfaction, enterprise innovation is a crucial link, and only through continuous innovation could enterprises achieve differentiation in products and services so as to enhance competitive advantages. Many studies have proven that innovation is highly correlated with profitability. The main objective of enterprises is to seek maximum profits. An excellent innovation system should measure its performance continuously to ensure innovative values. When evaluating service innovation, the dimensions to be considered include consumers’ psychological factors and subjective judgments, which brings uncertainty and fuzziness to the process of evaluation. Therefore, this paper proposes a fuzzy linguistics evaluation model based on binary semantic computing as the basis to assess service innovation upon influences, factors, objective and subjective judgments, in order to maintain consistency and data authenticity. Lastly, this paper presents a case study for empirical analysis, which validates the applicability and correctness of the proposed evaluation model.