Abstract:

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.

Key words: service system network; performance evaluation; indicator system; extension assessment