應用粗集合理論探討服務業行動化後對績效指標之影響

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2007 06/16/2007.

The effect of performance index in service industry

mobilization by using rough sets theory

(Balanced Score Card, BSC)

(Rough Sets Theory, RST)

Abstract

Performance is defined as the organization's ability to form and meet economic goals of profitability, market share, and so on. According to balanced score card, we design a Delphi questionnaire and use rough sets theory to analyze the effect of performance index in service industry mobilization. The results show that there are high effects in product mobility, customer satisfaction, integrated marketing, information delivery, professional level of staff, innovation of staff, corporate image, building learning organization, and competition.

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e

(objects) ( )

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(Han and Kamber, 2001) Pawlak(1997) (Pawlak, 1982; Kusiak, 2001) Xiaohua Cercone(1996) Tsumoto(2000) (2006)

M E (Kalakota and Robinson, 2001)

M

(Tsalgatidou and Pitoura, 2001; Tarasewich and Nickerson, 2002; Gunasekaran and Ngai, 2003)

(Clarke, 2001; Tsalgatidou and Pitoura, 2001)

(B2B, business to business) (B2E, business to employee)

(B2C, business-to-consumer) (Kalakota and Robinson, 2001; Kannan et al., 2001; Siau et al., 2001)

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(Varshney and Vetter, 2002)

( ) B2E

2. B2B (Varshney and Vetter,

2002)

3. B2C

) / (Clarke, 2001;

Kalakota and Robinson, 2001; Siau et al., 2001; Varshney and Vetter, 2002)

(Robbins, 1990) Lebas(1995)

(Van de Ven and Ferry, 1980) Galbraith

Schedel(1983) Kaplan Norton(1992)

(balanced scorecard)

(Pinero, 2002; Wongrassamee et al., 2003; Lawrie and Cobbold, 2004) Johnson(1998) Figge (2002) Dias-Sardinha (2002)

(IT information technology) (EC electronic commerce) E

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Kaplan and Norton(1996); Madu et al.(1996) Kaplan and Norton(1996); Madu et al.(1996) Eccless(1991); Kaplan and Norton(1996);

(2003); (2006)

Kaplan and Norton(1996); (2003); (2006)

Kaplan and Norton(1996); (2006) Kaplan and Norton(1996)

Kaplan and Norton(1996); Madu et al.(1996); Pink, et al.(2001); Pinero(2002); (2006) ;

(2006) Kaplan and Norton(1996)

Kaplan and Norton(1996); Madu et al.(1996); Stewart and Bestor(2000); Chan, et el.(2002);

(2003); (2006); (2006)

Kaplan and Norton(1996)

Kaplan and Norton(1996); (2003) Kaplan and Norton(1996); Madu et al.(1996);

(2002); (2006)

/ Curtright et al.(2000); Chan, et el.(2002); (2006)

Madu et al.(1996); (2003) Curtright et al.(2000); Pink, et al.(2001);

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( ) Eccless(1991); Pinero(2002)

Eccles and Pyburn(1992); (2006) Eccless(1991); Eccles and Pyburn(1992);

(2006)

Eccless(1991); Pinero(2002); (2002); (2006)

Eccles(1991); Curtright et al.(2000); Pinero(2002); (2006)

Eccless(1991); Chow and Haddad(1997); (2006)

Kaplan and Norton(1996); Curtright et al.(2000); Pink et

al.(2001); (2003);

(2006)

Madu et al.(1996); Curtright et al.(2000); Stewart and Bestor(2000)

Eccless(1991); Eccles and Pyburn(1992)

Eccles and Pyburn(1992); Chow and Haddad(1997) Curtright et al.(2000); Chan et el.(2002)

(2003)

Eccless(1991); Eccles and Pyburn(1992) Eccless(1991); Pinero(2002) (2003) (2003); (2006) Madu et al.(1996); (2006)

Pawlak(1982)

(vagueness and imprecise)

(Indiscernible relation Ind) Ind

(Pawlak et al., 1995) (data reduction)

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(Walczak and Massart, 1999) 1. (information systems) (object) ) , (U A IS = (1) U (universe)

{

x x xm

}

U = 1, 2,L, A (attribute) a∈A (information function) a a U V f : → (2) a V a a (domain of attributes a)

( )

B

[ ]

xi Ind( )B

3. (upper and lower approximations)

X U

(

X ⊂U

)

[ ]

( )

{

x U x X

}

BX = _i∈ _i _Ind _B ⊂ (3) i x xi X BX X B( )

[ ]

( )

{

∈ ∩ ≠0

}

= x U x X BX _i _i _Ind _B (4) i x xi X BX X B( )

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X U (boundary) BNX = BX −BX (5)

4. (core and reduct)

( )

A Ind

(

A ai

)

Ind = − ai (dispensable) i a A (indispensable) ai i a (discernibility matrix)

Robbins(1994) 5 7 5 2

H (high) M (medium) L (low)

5 ( 5

) 1 (

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1 a a2 a 3 a4 a 5 a 6 1. H H M M H H 2. H H M M H M 3. H L M M M L 4. M H M L M M 5. M H M H M H 6. M M M L M M 7. H L M H L M 8. M M M H M L 9. L H H L L H 10. H L M L H M 11. M M M L M M 12. M M H M L M 13. / M M M L M H 14. M M M L M H 15. M M M L M H 16. H H L H L H 17. M M H M M M 18. M M M M L M 19. H M H M H H 20. M M L M H M 21. M M H M M M 22. M M M M L M 23. M M M M L M 24. L H M L H M 25. M M M L M M 26. H H L L H H 27. H L L H H H 28. H M M M M M 29. M L M M H L 30. H H L L L H 31. L L H L H H 32. H L L H H H

5,9,16,19,26,27,30,31,32

}

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(Frankel, 1990)

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