Hybrid Model for Evaluating Services in New Service Development

作者：Yeh Ching Chiang^*

来源：Journal of Testing and Evaluation, 2015, 43(6): 20140101.

DOI：10.1520/JTE20140101

• new service development
• service evaluation
• interpretive structural modeling
• analytic network process

The successful introduction and acceleration of new service development is important for obtaining a competitive advantage in many countries. However, selecting the right service to be adopted and developed is a challenging task. The aim of this study is to build a service evaluation model to evaluate various nationally available services for new service development based on a hybrid model. First, the interpretive structural modeling method is used to deal with the interrelationships among various criteria and sub-criteria. Then, the analytic network process method is employed to evaluate the weights and find the most appropriate service for development. To demonstrate the validity of the proposed method, Taiwan's service industry is used as an illustrative case. The results show that the model can be applied to decision making regarding the evaluation and selection of an available service for new service development (NSD), which may be helpful for service policy decision makers.

• 出版日期2015-11