Constructing performance appraisal indicators for mobility of the service industries using Fuzzy Delphi Method

Expert Systems with Applications

Volumn 35, Issue 4, 2008, Pages 1930-1939

  Kuo, Ying Feng ^a   Chen, Pang Cheng ^b  

^a National University   (Taiwan)

^b NATIONAL CHENG KUNG UNIVERSITY   (Taiwan)

Author keywords

Balanced scorecard; Fuzzy Delphi Method; Mobile commerce; Performance appraisal

Indexed keywords

COMPETITION; DECISION MAKING; ECOLOGY; INDUSTRIAL ECONOMICS; PERSONNEL; SALES; STANDARDS; TECHNOLOGICAL FORECASTING;

BALANCED SCORECARD; COST CONTROLS; EMPLOYEE SATISFACTION; FUZZY DELPHI; FUZZY DELPHI METHOD; INFORMATION DELIVERY; INTERNAL PROCESS; MOBILE COMMERCE; OPERATION PROCEDURE; PERFORMANCE APPRAISAL; PERFORMANCE APPRAISALS; SALES GROWTH; SERVICE INDUSTRIES;

CUSTOMER SATISFACTION;

EID: 48749098899     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2007.08.068     Document Type: Article

References (31)

1. Chan Y.K., Gaffney P., Neailey K., and Ip W.H. Achieving breakthrough performance improvement: Results of implementing a fit-for-purpose total management. The TQM Magazine 14 5 (2002) 293-296
2. Chen C.T., and Chuang S.P. A study on performance evaluation model of electronic business. Journal of Management and Systems 10 1 (2003) 41-58
3. Chow W.C., and Haddad M. Applying the balanced scorecard to small companies. Management Accounting 79 2 (1997) 221-227
4. Clarke I. Emerging value propositions for M-commerce. Journal of Business Strategies 18 2 (2001) 133-147
5. Curtright J.W., Stolp-Smith S.C., and Edell E.S. Strategic performance management: Development of a performance measurement system at the Mayo clinic. Journal of Healthcare Management 45 1 (2000) 58-68
6. Dias-Sardinha I., Reilnders L., and Antunes P. From environmental performance evaluation to eco-efficiency and sustainability balanced scorecard. Environmental Quality Management 12 2 (2002) 51-64
7. Eccles R.G., and Pyburn P.F. Creating a comprehensive system to measure performance. Management Accounting 74 1 (1992) 41-44
8. Eccless R.G. The performance measurement manifests. Harvard Business Review 69 2 (1991) 131-137
9. Figge F., Hahn T., Schaltegger S., and Wagner M. The sustainability balanced scorecard-linking sustainability management to business strategy. Business Strategy and the Environment 11 5 (2002) 269-284
10. Galbraith C., and Schedel D.E. An empirical analysis of strategy types. Strategic Management Journal 4 2 (1983) 153-173
11. Hsu T.H., and Yang T.H. Application of fuzzy analytic hierarchy process in the selection of advertising media. Journal of Management and Systems 7 1 (2000) 19-39
12. Huang Y.S., and Kuo M.H. An empirical case study for ERP implementation in conventional industry. Journal of e-Business 8 1 (2006) 65-100
13. Ishikawa A., Amagasa M., Shiga T., Tomizawa G., Tatsuta R., and Mieno H. The max-min Delphi method and fuzzy Delphi method via fuzzy integration. Fuzzy Sets and Systems 55 3 (1993) 241-253
14. Kalakota R., and Robinson M. M-Business: The race to mobility (2001), McGraw-Hill, New York
15. Kaplan S.R., and Norton D.P. The balanced scorecard measures that drive performance. Harvard Business Review 70 1 (1992) 71-79
16. Kaplan R.S., and Norton D.P. Using the balanced scorecard as a strategic management system. Harvard Business Review 74 1 (1996) 75-85
17. Lawrie G., and Cobbold I. Third-generation balanced scorecard: Evolution of an effective strategic control tool. International Journal of Productivity and Performance Management 53 7 (2004) 611-623
18. Lin L.Y., and Fang Y.P. The impact of mobile commerce application on corporate performance: Moderate effect of market-orientation - An example of logistic related industry in Taiwan. Journal of e-Business 8 2 (2006) 271-294
19. Madu C.N., Kuei C.H., and Jacob R.A. An empirical assessment of the influence of quality dimension on organizational performance. International Journal of Production Research 34 7 (1996) 1943-1962
20. Murry T.J., Pipino L.L., and Gigch J.P. A pilot study of fuzzy set modification of Delphi. Human Systems Management 5 1 (1985) 76-80
21. Niven P.R. Balanced scorecard step-by-step: Maximizing performance and maintaining results (2002), John Wiley and Sons, New York
22. Pinero C.J. The balanced scorecard: An incremental approach model to health care management. Journal of Health Care Finance 28 4 (2002) 69-80
23. Pink G.H., McKillop I., Schraa E.G., Preyra C., Montgomery C., and Baker G.R. Creating a balanced scorecard for a hospital system. Journal of Health Care Finance 27 3 (2001) 1-20
24. Robbins S.P. Organization theory: Structure, design, and application (1990), Prentice-Hall, Englewood Cliffs
25. Siau K., Lim E.P., and Shen Z. Mobile commerce: Promises, challenges, and research agenda. Journal of Database Management 12 3 (2001) 4-13
26. Stewart L.J., and Bestor W.E. Applying a balanced scorecard to health care organizations. The Journal of Corporate Accounting and Finance 11 3 (2000) 75-82
27. Tarasewich P., Nickerson R.C., and Warkentin M. Issues in mobile e-commerce. Communications of the Association for Information Systems 8 (2002) 41-64
28. Tsalgatidou A., and Pitoura E. Business models and transaction in mobile electronic commerce: requirements and properties. Computer Networks 37 2 (2001) 221-236
29. Van de Ven A.H., and Ferry D.L. Measuring and assessing organizations (1980), John Wiley and Sons, New York
30. Varshney U., and Vetter R. Mobile commerce: Framework, applications and networking support. Mobile Networks and Applications 7 3 (2002) 185-198
31. Venkatraman N., and Ramanujam V. Measurement of business performance in strategy research: A comparison of approaches. Academy of Management Review 11 4 (1986) 801-814