李桥兴， 张 婷

(1.兰州大学 管理学院，甘肃 兰州 730000；贵州大学 2.喀斯特地区发展战略研究中心； 3.管理学院，贵州 贵阳 550025)



网络环境下服务系统绩效的指标体系和可拓评价

李桥兴1,2,3， 张 婷1

(1.兰州大学 管理学院，甘肃 兰州 730000；贵州大学 2.喀斯特地区发展战略研究中心； 3.管理学院，贵州 贵阳 550025)

服务业在世界经济中发挥着越来越重要的作用，然而目前服务绩效研究主要集中于特定服务部门或企业.通过建立一个适用于一般服务系统的通用指标体系，为服务部门绩效评价提供参考依据.并且网络环境下的服务系统可以包含不同行业的服务组织，利用可拓评价法对网络环境下的服务系统绩效进行评价，可以实现对服务系统绩效从纵向和横向两个方面进行评价.最后用一个含6个服务组织的服务网络系统为案例验证结论.

服务网络； 绩效评估； 指标体系； 可拓评估;

“Services are going to move in this decade to being the front edge of the industry.” Louis V. Gerstner, the former CEO of IBM thus said in 2001. The quote predicted the growth of services and the forecast has been proved to be true now. In developed countries such as U.S., France and England, the proportion of service industries has represented more than 70 % in gross domestic products (GDP) (The World Factbook 2004).

In service performance literatures, the relationship between service performance and market orientation has been widely discussed[1-3], and the established model can evaluate the firm performance[4]. However, previous research mainly focused on the performance of those typical service sectors, such as banks, hotels, transportation and logistics enterprises, and government etc., and hardened on general service system. Many approaches, for example, Data Envelop Analysis (DEA), Balanced score card (BSC), the network model and the relational network, have been proposed to evaluate the performance[5-7], which not only analyzed the efficiency and effectiveness of the respective functional department but also the overall performance. In order to avoid the inefficiency of individual method, some scholars utilized the combined approaches to assess performance[8-12]. However, they are still more or less defective. Take DEA for example. It can not give a reasonable conclusion in horizontal perspective, i.e., the sectors in same period. Even though their types are different and/or they are of the same type, their resource endowments are different, and BSC method is deficient in consolidating performance measures and hard to distribute the relative indicator weights.

To fill those gaps, an indicator system is established to appraise general service systems performance objectively and fairly, and the extension assessment method is applied to evaluate the performance of service systems, which can compare the performance from both vertical and horizontal perspectives.

The rest of this paper is organized as follows: The service system network which consists of general service sectors is explained in Section 1, and an indicator system is established for evaluating the service network performance in Section 2. In order to effectively evaluate the performance, the extension assessment method is introduced and the performance evaluation procedure of service system network by using this method is proposed in Section 3. A case study to verify the method and an indicator system is given in Section 4. Finally, a conclusions is made and the future direction pointed out.

1 Network of Service Systems

In reality, we often need to face such a fact: some different-type service systems have a strong relationship among them, and the operation performance of any of them influences the efficiency of the others, and thus it should affect the performance of all service systems. For example, there are some enterprises in a region operated as a hotel and a scenic spot. Both of them have relations with the local government because the development planning of the government guides their strategic position, and the tourists to the scenic spot may become the customers of the hotel, and it is also true in reverse. On the other hand, the number of tourists and the occupancy rate of the hotel may influence the future planning of the government. In this example, the service systems respectively belong to different types of service institutions. In order to improve the operation efficiency, the performance of each of them and/or all of them should be compared. Other circumstances are also true in reality, such as one service system has a business contact with other systems in another area, and one enterprise’s effectiveness may affect its efficiency next year and/or be influenced by its previous annual performance, etc.. We view these circumstances in two dimensions, i.e., the vertical dimension which means that the service systems may be of different years, and the horizontal which means that the service systems may belong to the same or different types while they may also locate in different regions with different resource endowments. In this research, the individual which may be of different year, type and region is termed as the service entity for the sake of convenience. For instance, Xi’an municipal government, Lanzhou municipal government, Hotel in 2009 and Hotel 2010 are four service entities. At the same time, a graph is defined and constructed by the service entities and connected by their relationships as the service system network, and the performance of each service entity tends to be evaluated from not only vertical but also horizontal perspective and the goal to improve the operational effectiveness of each entity and the whole performance of the service system network can be achieved.

Suppose that a service system network is composed of general service systems which may be of different types, periods/years and/or regions with different resource endowments, and its members as service entities are respectively denoted as entityA, entityB, entityC, entityD, etc., and the network is shown in Fig.1.

图1 一般服务系统网络

In Fig.1, the service entities such as EntityA, EntityB, etc., are the nodes of the service system network, and the link between two of them is the edge of the network, which means that they have direct relationship. If two entities do not link each other directly, then they have indirect connection through other individuals. So the service system network must be a connected graph. Now, the task is to assess their performances. How shall the performance be ranked even if the given systems in the network belong to different types, periods and/or regions? In order to do that, a general indicator system needs to be established and a suitable evaluation method proposed, which can be used for most of the service systems.

2 Indicator System

Indicator system of service system network is critical to evaluating performance of general service systems, and it has a direct effect on the accuracy and scientific quality of the performance evaluation. Literature[13] suggests that the design of an effective performance measurement system is central to aligning an organization’s operations with its strategic direction. Various criteria have been proposed for measuring the service performance. For example, a simple but common idea to analyze the performance of a firm is non-financial and financial types[14].

However, the selected indicators are only suitable for the certain service system and the same type of certain service systems but not for the general ones. This study thus tends to set up a three-layer indicator system for performance evaluation which is suitable for the general service systems. A service network is considered as a set of service entities which both produce and consume services. Actually, a service entity is a co-production configuration value of people, technology, internal and external service organizations connected via value propositions and shared information, such as languages, laws, measures, etc. Now, the service entity performance can be assessed from both internal and external aspects. Theinternalindicatorsdescribe the operational status and development prospect of service entities, which are divided into six categories: financial performance, human resource performance, technical support performance, institutional support performance, service effectiveness performance, and service innovation performance. Financial performance indicator is indispensable to any organizations, and it is used for reporting the financial situation of the service entity. Technical support performance and institutional support performance ensure the correct and smooth operations in the service sector, and they are also the vital indicators for the service performance. Service effectiveness performance shows the organizational achievements so that the executives can adjust their management. It has been indicated that a formidable relationship exists between service innovation and new service performance[15]. It is clear that service innovation has a strong effect on the long-time development of the service entity. Theexternalindicatorsmeasure the external influences that the service sector exerts on the society and the natural environment. The external performance is composed of the following four items: natural environment performance, which reflects the environment pollution prevention and environment protection. scientific and cultural performance, which appraises the sector’s contribution in promoting social development from scientific and cultural aspect. system social security performance, which is applied to measure the service sector’s performance in providing both assistance and insurance of society. social public safety performance, which is the responsibility of each service sector to guarantee public safety.

Performance measures in the third layer are listed in Table 1 in categories. The indicators can be divided into two types. One is positively related indicators, which means that the larger the value is, the better the performance is, and the other is negatively related indicators, which means that the larger the value is, the worse the performance, and they are showed in Table 2. The negative indicators are marked by the symbol * behind their codes. For the detailed discussion of the indicators and their meanings, see Table 2.

表1 一般服务系统指标体系

表2 指标含义与计算公式

续表2

续表2

续表2

续表2

3 Extension Assessment of Service Performance

In real applications, there are a plenty of contradictory problems, which means that the goals can not be achieved by using the given conditions. How shallthese contradictory problemsbe dealt with in order to realize the goals and are there any regular patterns and methods to solve the contradictory problems?

A new subject named as Extenics is established to get such solutions. Extenics is a interdisciplinary subject which combines the social sciences and the natural sciences. The subject, proposed by Cai Wen, a Chinese scholar, adopts formalization model to study the extension possibility of things and explores approaches to solve contradictory problems. Extenics holds that everything in the world is extensible. The concept of basic element, which includes matter, affair and relational ones, is built up as the logic cell of Extenics. Thus the extension of things can be presented by the basic element, and the contradictory problems are resolved in a quantitative, mathematical and formal manner. On the other hand, to solve the contradictory problems, the degree by which one thing owns a certain property should be defined and the transformation process studied. Then the extension set is established so that the transformation can be quantitatively described. After that, a group of special extension methods are developed, such as Extension Analysis, Transformation Method, Extension Assessment, etc.[16]In this review, only the extension set theory, the dependent function and the extension assessment are introduced. The extension assessment is an evaluation method based on extension set and dependent function. The extension assessment process of service performance of the service system network is proposed and it is suitable for the general service entities.

3.1 The Extension Set Theory

Extension set is the basis of set theory of Extenics, which provides a new mathematical tool to solve contradictions. The brief definition of extension set is given as follows[17].

Extension set: Supposing that the universe of discourse isU, its arbitrary element u ∈U, the mappingkfromUto the real number field R and the given transformation T=(TU,Tk,Tu), then

According to the definition above, the extension set describes the transformation of things according to a certain characteristic, and y means that the elementuowns the degree of the characteristic, and y′ means that the elementuowns the degree of the characteristic after one thing has been transformed. The equation y>0 represents thatuowns the given characteristic, and y<0 in adverse and y=0 in the edge. The equation yy′<0 means that one thing has been occurred the qualitative change and yy′>0 means the quantitative change. So the extension set describes the process of not only quantitative change but also qualitative change, and the extension set can be a tool for solving the contradictory problems.

3.2 The Dependent Function

Dependent function is the core of extension set, and it is the quantitative tool to describe the degree that one thing owns a given criterion[16-17]. The value of the function is the dependent degree which represents the current level and the transformed possibility of the evaluated elements in a quantitative way, so the evaluation deviation caused by the subjective judgment may be effectively avoided. At present, primary results about the dependent function have been obtained. In order to construct the dependent function, the following definition named as the extension distance is firstly introduced.

In Extenics, the interval X=〈a,b〉 is usually utilized to represent the open, closed, as well as the half open and half close intervals.

Definition 1: For the given interval X=〈a,b〉 and the point x0∈R, the equation

represents the distance relation between x0and X, and it is called the extension distance.

In classic mathematics, the value of distance is 0 when the point is in the interval, but the value of extension distance is a negative number. When the point is out of the interval, the value of the distance in classic mathematics is identical with the value of extension distance. Furthermore, extension distance also includes the side distances below[16-17]:

Definition 2: (Left side distance) For the given interval X=〈a,b〉 as well as the points x∈R and x0∈(a,(a+b)/2], the following formula

is called the left side distance between the pointxand the intervalXabout x0.

Definition 3: (Right side distance) For the given interval X=〈a,b〉 as well as the points x∈R and x0∈[(a+b)/2,b), the following formula

is called the right side distance between the pointxand the intervalXabout x0.

Definition 4: Left and right side distances are identified as the side distance and it is noted by ρ(x,x0,X).

Definition 5: Suppose X0=〈a,b〉 and X=〈c,d〉 satisfy X0⊂X (they are called a nested intervals), then for any point x∈R, the following formula

D(x,X0,X)=

On the basis of the definitions above, the dependent function is defined as below:

Definition 6: Suppose X0=〈a,b〉 and X=〈c,d〉 satisfy X0⊂X, and the common endpoint ofXandX0is denoted byxv(if it exists), and x0∈(a,b) is a real number, then for any real number x that is not xv, let

k(x)=

and if x=xv(xvexists), then k(xv)=-1 when xv∉X or both xv∈X and xv∉X0, or k(xv)=-1⊗0, which means that the value of k(xv)is not only 0 but also 1, when both xv∈X and xv∈X0, then k(x)is called the primary dependent function ofxaboutXandX0, which get the maximum value on the pointx0.

The equation k(xv)=-1⊗0 exists in reality. For example, H2O is both liquid and solid when the Celsius temperature is 0. For the point of view of Extenics, it means that one thing owns a certain characteristic and has not the characteristic at the same time, that is to say, one thing is on the edge of a certain characteristic. For other types of dependent function,readers can refer to the literatures such as[18].

Property 1: Suppose thatx0,x,X0andXare defined as above, andxvis the common endpoint ofX0andX(if it does exist), then the dependent functionk(x) satisfies:

(1)x∈X0and x≠a,b⟺k(x)>0,

(2) x (x≠xv) is the endpoint of X0⟺k(x)=0,

(3) x∈X-X0and x≠a,b,c,d ⟺-1

(5)x∉Xand x≠c,d⟺k(x)<-1,

(6) k(x) is monotonically increasing in (-∞,x0]and monotonically decreasing in [x0,+∞), and it has the maximum value at the point x0.

In Extenics, k(x)>0 means that the pointxowns the certain characteristic, and -1

3.3 The Extension Assessment

The extension assessment is an evaluation method which utilizes the dependent function, and it has been widely applied in many fields. For the different selection of the nested intervals based on the given characteristic, different types of dependent functions are obtained. By using the function, the objective things can be compared from both vertical and horizontal aspects. For example,nservice entities can be compared from the horizontal aspect by using the valuexi(i=1, 2,…,n) of a certain characteristic ofi’th service entity even if the entities come from different types of service sectors and/or from different regions. On the other hand, one entity can also be compared from the vertical aspect ifxi(i=1,2,…,n) is the value of a certain characteristic ini’th period ofnperiods.

Supposing that the general service system network consists ofnservice entities and the indicator system includesmindicators, and that thei’th service entity is denoted bySi(i=1, 2,…,n) and thej’th indicator ofSiis denoted byIij(i=1,2,…,n.j=1,2,…,m), then the extension assessment procedure of the general service system network is proposed as follows:

Step 1: Determine the indicators of the service system network.The indicators discussed in Section 2 are utilized while evaluating the service performance of the service entities.

Step 2: Get the weights of the indicators.The weight is the relative importance of each indicator. In this review, the indicator system includes 3 layers, and the weights of the indicators should satisfy:

(1) The weight value of each indicator is between 0 and 1.

(2) The weight sum of the indicators in the same root menu must be 1 (see Fig. 2).

For instance, supposing that the weight values of the indicators in the first layer, i.e., system internal performance and system external performance (just asSIandSEin Fig.2), arew1andw2, respectively, thenw1+w2=1. and supposing that the weight values ofH1,H2,H3,H4andH5(see Table 1) arew1,w2,w3,w4andw5, respectively, thenw1+w2+w3+w4+w5=1.

Because the topics of this review are the indicator system for general service systems and the evaluation method to the service system network, and as many results of the weighted method have been achieved, such as AHP, Principal Component Analysis, etc., how to obtain the indicators’ weights shall not be discussed but are directly given here.

图2 指标权重图例

Step 3: Get the nested intervalsAandBof each indicator which lies in the third layer, and choose the corresponding dependent function.

For different types of the nested intervals that the indicator belongs to, the formula of dependent function is different. Literature[18] has proposed the corresponding formulas for all types of nested intervals.

Step 4: Obtain the value of the indicatorIijand denote it asxij. Calculate the dependent degree of the indicatorIijand denote it asdij(i=1, 2,…,n.j=1, 2,…,m).

The dependent degree means that the degree of the indicator value belongs to the positive fieldB. If the value of the dependent degree is larger than 0, then the service entity fulfills the given criterion for the selected indicator. Otherwise, it does not fulfill the conditions.

Step 5: Calculation of the performance value.

When the dependent degrees of all indicators are obtained, the degree of each indicator in the second layer can be derived by using the equation

Dk=wk1dk1+wk2dk2+…+wkjkdkjk,

wherek(k=1,2,…,9) is the indicator signal in the second layer (see Table 1), andjkis the sum of the indicators in the third layer. And the degrees ofSIandSEare obtained by using the equation

Fv=Wv1D1+Wv2D2+…+Wv9D9,

wherev=1,2. Then the performance valueSiof thei’th service entity isSi=W1F1+W2F2, wherei=1,2,…,n.

Step 6: Repeat all steps above and get the performance values of other service entities, then the performance rating can be obtained according to the values ofS1,S2, …,Sn-1andSn.

4 Case Study

In accordance with the proposed indicator system shown in Table 1 and the extension assessment method in Section 4, an empirical analysis is conducted by taking three service systems: Tsuiying Hotel in Lanzhou, Lanzhou Municipal Government and Lanzhou Bank, which typically belong to different-type service sectors and can show the comparison in a horizontal aspect. The performance of the selected systems in different periods are also compared in order to manifest the effectiveness in a vertical aspect. Then six service entities are derived, as denoted below:

S1: Tsuiying Hotel in 2009.

S2: Tsuiying Hotel in 2010.

S3: Lanzhou Municipal Government in 2010.

S4: Lanzhou Bank in 2008.

S5: Lanzhou Bank in 2009.

S6: Lanzhou Bank in 2010.

According to the definitions in Section 1,S1,S2, …, andS6are six service entities that belong to three service systems, then a service system network model is established as shown in Fig. 3. The line between two nodes means that they have a direct linkage. For instance, there is link betweenS1andS5because the loan policy of Lanzhou Bank in 2009 may affect on the loan amount and then influence the purchase of service facilities and the improvement of service quality of Tsuiying Hotel in 2009, so it has direct connection between the service performance of the bank and that of the hotel. On the other hand, there is a line betweenS1andS2because the performance of Tsuiying Hotel in 2009 must affect the operation measures and then the service performance of Tsuiying Hotel in 2010. There is no line between two nodes, such asS1andS3,S3andS4, etc., which means that they have no direct connection. Because the network is a connected graph, they apparently have indirect connection through the network. If another service system located in other regions is added in this graph, such as the travel agency in Shenzhen which can guide a tour team to stay in Tsuiying Hotel, and/or Shenzhen Municipal Government which can cooperate with Lanzhou Municipal Government to publicize Lanzhou’s tourist attractions, then the performance of the service entities with different resource endowments can be compared. This situation is omitted in order to simplify our study in this service system network. Consequently, the applicability of the indicator system and extension assessment proposed in the sections above will be examined, and the performance result of the general service system network be shown from both vertical and horizontal perspectives.

图3 服务系统网络图例

According to the procedure of extension assessment method mentioned above, the first step is to confirm the indicators. On the basis of the indicator system in Section 4, some typical indicators as well as the original values and the processing values of the selected indicators are derived, which can respectively be seen in Tables 3- 6. The weight values of the selected indicators can be determined by using such method as AHP method, Principal Component Analysis Method, etc. Because the weighting method is not discussed in this review, the weight values of the selected indicators are simply given, which are just the same as the ones in Fig.2.

表3 六服务组织的部分指标源数据

表4 甘肃六服务组织所属相应产业类型的部分指标平均值

表5 六服务组织的所有指标平均值

From Table 6, the discussion fieldD=[a,b]=[0,1] is derived for all indicators. Furthermore, it is assumed that the positive field of all positive indicators isP=[c,b] =[0.6,1].

By using the dependent function formula,k(x)=(x-0.6)/0.4 is formulated. It is also assumed that the positive field of the negative indicatorH4denoted by the signal * in Table 6 isP= [a,d]=[0,0.6], and the dependent function can be constructed ask(x)=(0.6-x)/0.6. So the dependent degrees of all indicators of the six service entities in the service system network are calculated as in Table 7.

表6 六服务组织网络各指标的最终结果值1)

1) The terminal values of every indicator are obtained by comparing with the maximum value of the corresponding indicator for all systems in the network.

表7 各指标的关联度

Finally, the service performance values of the six entities are obtained according to the calculation formulas in Step 5 of Section 5 as follows:

S1:-0.238 9,S2:0.143 3,S3:-0.170 7,S4:0.294 2,S5:0.403 2 andS6:0.517 6.

Apparently, the performance rating of the six service entities isS1

5 Conclusions and Future Research

A three-layer indicator system suitable to the general service systems is set up and a performance evaluation method applicable to the service system network proposed. By using the indicator system, the network performance can be viewed from both internal and external aspects. The internal performance describes the operational status and developing prospect of the service systems, and the external one measures the external influences that the service systems exert on the society and the natural environment. Another purpose of this study is to evaluate the service performance from both vertical and horizontal perspectives, and the extension assessment is employed as a methodology. Then the service entities, which compose a network, can be compared even if they are different-type service systems and/or belong to the same service system but in different periods and /or have different resource endowment, and the performance ranking of all entities in this network is realized. Through improving the values of the unsatisfactory indicators, the whole performance of the service system network can be enhanced.

Since the whole performance of the service system network can be improved by using the indicator system and the evaluation method in this research, the general service sectors can be viewed from the perspective of operational efficiency, process improvement, etc. The result of this review may extend the scope of vision from a specific service sector to the general service system in all aspect of service management.

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An Indicator System and Extension Assessment of Service Performance in a Network Context

Li Qiao-xing1,2,3, Zhang Ting1

(1．School of Management, Lanzhou University, Lanzhou 730000, China; 2. The Research Centre of Development Strategy in Karst Region; 3．School of Management, Guizhou University, Guiyang 550025, China)

Service industries play important role in the world economy, and prior results on performance measurement mainly aimed at a specific service sector or enterprise. In this research, a connected graph was defined as a service system network constructed by the general service entities. An indicator system was set up and an extension method proposed to evaluate the performance of the general service system network from both vertical and horizontal dimensions. The vertical dimension means that the service entities may be in different years, and the horizontal dimension means that the service entities may be the same or different types of service system while they may also locate in different regions with different resource endowments. The evaluation method using the indicator system was adopted to contrast the performance among the same and/or different regions, and the evaluation results can improve the individual performance of every service entity and also the whole service system in different years and/or in different performances of the service system network. A sample of a service network which consists of different six-type service entities shows a satisfying result in case study.

service system network; performance evaluation; indicator system; extension assessment

2016- 08- 03

2016年度贵州省教育厅高等学校人文社会科学研究基地项目(2016JD020)

李桥兴(1973-)，男，教授，博士，主要研究方向为管理科学、产业经济学和可拓创新.

10.3969/j.issn.1007- 7162.2016.06.001

F59

A

1007-7162(2016)06- 0001- 17