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The Performance Evaluation on Service Organization using the Priority-Constrained DEA Model  

Seo, Sang-Beom (한국교통연구원 물류연구실)
Park, Myung-Sub (고려대학교 경영대학)
Publication Information
Korean Management Science Review / v.23, no.2, 2006 , pp. 93-107 More about this Journal
Abstract
This paper attempts to improve the typical DEA model that is often used as a performance evaluation method for service firms. The after-sales service system in a Korean electronic company is chosen as a sample case. The performance evaluation method currently practiced in the firm was reviewed and some critical issues of the current method were discussed. DEA model would be considered a solution for solving those Issues. However, typical DEA models has various drawbacks in determining the weights over evaluation criteria. Proposed is the priority-constrained DEA model that accommodates the strategic Importance of each evaluation criterion. The results of the proposed model are compared with those of typical DEA models. It is shown that the priority-constrained DEA model is superior to the others in terms of evaluation quality.
Keywords
Service Performance Evaluation; Priority-constrained DEA;
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