Fuzzy Performance Measurement and Evaluation of Service Processes

The need for interaction between customer and supplier during the production of a service makes it difficult to measure and evaluate the soft factors of a service process. They cannot be measured by using objective measuring equipment. Soft factors rather have to be measured and evaluated by people who function as subjective measuring equipments. The use of Likert scales is the common way to measure and evaluate soft factors. But they do not sufficiently consider human perception. The current paper presents a conceptual five stage model based on the fuzzy set theory to objectify the measurement and evaluation procedure of service processes.