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

Ming-Miin Yu () and Li-Hsueh Chen
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Ming-Miin Yu: National Taiwan Ocean University
Li-Hsueh Chen: National Taiwan Ocean University

A chapter in Managing Service Productivity, 2014, pp 191-212 from Springer

Abstract: 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.

Keywords: Data envelopment analysis; Multi-activity DEA; Network DEA; Financial institutions; Hotels efficiency (search for similar items in EconPapers)
Date: 2014
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Persistent link: https://EconPapers.repec.org/RePEc:spr:isochp:978-3-662-43437-6_11

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DOI: 10.1007/978-3-662-43437-6_11

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