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Internal Structure of Service Organization: From Multi-activity Financial Institutions to Network Structure Hotels

In: Managing Service Productivity

Author

Listed:
  • Ming-Miin Yu

    (National Taiwan Ocean University)

  • Li-Hsueh Chen

    (National Taiwan Ocean University)

Abstract

Data Envelopment Analysis (DEA) has been frequently used to measure the performance in the financial services and hotel industries. In recent years, based on characteristics that operational processes of financial institutions and hotels may jointly engage in multiple activities and multiple processes, DEA has been further developed to consider internal structures of financial institutions and hotels. This chapter is dedicated to describing internal structures of financial institutions and hotels as well as providing relative DEA models and applications. The chapter illustrates that in order to conform to real operational situations, the construction of DEA model should consider and match the internal operational characteristics of decision making units.

Suggested Citation

  • Ming-Miin Yu & Li-Hsueh Chen, 2014. "Internal Structure of Service Organization: From Multi-activity Financial Institutions to Network Structure Hotels," International Series in Operations Research & Management Science, in: Ali Emrouznejad & Emilyn Cabanda (ed.), Managing Service Productivity, edition 127, pages 191-212, Springer.
    • Handle: RePEc:spr:isochp:978-3-662-43437-6_11
    DOI: 10.1007/978-3-662-43437-6_11
    as

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