Constructing performance appraisal indicators for mobility of the service industries using Fuzzy Delphi Method

Based on the four perspectives of the balanced scorecard, including the financial, customer, internal process, and learning and growth perspectives, this study applied Fuzzy Delphi Method to construct key performance appraisal indicators for mobility of the service industries. The constructed indicators could serve as a reference for the service industries to establish applicable performance appraisal indicators according to the properties of the each industry after mobility is introduced. The research findings showed that cost control, profit growth, and sales growth are the top three indicators in the financial perspective, while service/product quality, customer satisfaction, and service timing are the three major indicators in the customer perspective. In the internal process perspective, information delivery, standard operation procedure, and interactions between staffs and clients are most valued. In the learning and growth perspective, corporate image, competitiveness, and employee satisfaction are most emphasized among various service industries. 2007 Elsevier Ltd. All rights reserved.