design of an operations manager selection system in service encounter
Clicks: 186
ID: 142177
2015
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Abstract
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.
| Reference Key |
nunthaphanich2015managementdesign
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|---|---|
| Authors | ;Tanawin Nunthaphanich;Natcha Thawesaengskulthai |
| Journal | Journal of ethnobiology and ethnomedicine |
| Year | 2015 |
| DOI |
10.5267/j.msl.2015.8.003
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| URL | |
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