网络环境下服务系统绩效的指标体系和可拓评价

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.

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

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.