Design of an operations manager selection system in service encounter
| Autor: | Tanawin Nunthaphanich, Natcha Thawesaengskulthai |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2015 |
| Předmět: | |
| Zdroj: | Management Science Letters, Vol 5, Iss 10, Pp 933-944 (2015) |
| Druh dokumentu: | article |
| ISSN: | 1923-2934 1923-9343 |
| DOI: | 10.5267/j.msl.2015.8.003 |
| Popis: | The purpose of this study is to provide criteria for selecting operations managers at the ‘service encounter’ for mobile telecommunication companies, and develop a system for this multi-criteria decision-making scheme based on the Analytical Hierarchy Process (AHP). There are three main criteria for evaluating the capability of service-encounter operation managers: (1) the ability to design service process; (2) the ability to operate service process; (3) the ability to conduct improvement. The AHP operation manager selection tool was developed based on the complex problems at the service encounter. It was created as a decision support system which was used to recruit and evaluate operations managers’ capability for the purpose of career advancement. |
| Databáze: | Directory of Open Access Journals |
| Externí odkaz: |
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