基于服务能力的服务企业绩效评价体系探析

An Analysis of Performance Evaluation System of Service-type Firm based on Service Ability

服务型企业的服务能力对其竞争力至关重要,但长期以来缺少一种综合性指标对服务能力进行评价。本研究采用综合性视角将服务能力统合为"一线员工+有形展示"的主客观层次,并结合运用层次分析法(AHP)、数据包络分析法(DEA)和AFA综合评价法,从企业财务绩效、员工服务能力及有形展示完备程度三个方面,构建了以服务能力为核心的服务企业绩效评价体系,以期为服务企业绩效评价提供一种普适性指标。

Service ability is crucial for the competitiveness of service - type firm, but lack of a comprehensive index to evaluate service ability for a long term. This study adopts comprehensive perspective to integrate service ability for sub- jective and objective level： ＂fronfline staff ＋ visible display ＂, and combines analytic hierarchy process （AHP） , data envelopment analysis （DEA） and AFA comprehensive evaluation, from three aspects - the enterprise financial perform- mace, employee service ability mad physical display complete, to construct the service - type enterprise performance eval- uation system under the core of service ability, in order to provide a universal index for performance evaluation of service - type enterprise.