|Start Page Number:||167|
|End Page Number:||189|
|Publication Date:||Apr 2017|
|Journal:||International Journal of Services and Operations Management|
|Authors:||Soni Gunjan, Vinayak Kalluri, Tyagi Aditya|
|Keywords:||innovation, decision, simulation, decision theory: multiple criteria|
The purpose of this paper is to demonstrate an application of a multi‐criteria decision model (MCDM) for the selection of best professional service organisation (PSO) from a number of available alternatives based on service innovation elements. For that purpose, a conceptual model for MCDM has been adopted. Different service innovation elements are classified into critical, objective and subjective factors in the evaluation process and the selection procedure is demonstrated with a hypothetical case. The decision to select a particular professional service organisation is very important when multiple professional service organisations are available. A quantitative basis for comparison and selection of the professional service organisation among a host of alternative professional service organisation could greatly impact on the eventual organisations brand image. Thus, an algorithm ‐ performance value analysis (PVA), for the selection of PSO has been developed from literature. The study expands the scope for managers in selecting the best professional service organisation.