1、1700 单词， 1 万英文字符， 2800 汉字 出处： Sellers-Rubio R, Nicolau-Gonzalbez J L. Assessing performance in services: the travel agency industry J. The Service Industries Journal, 2007, 3(5): 653-667. 原文 Assessing performance in services: the travel agency industry Sellers-Rubio R, Nicolau-Gonzalbez J L Introduc
2、tion The assessment of performance is a critical component of the management process in any type of organisation. Business performance is recognised as a multi-dimensional construct, as it covers diverse purposes and types of organisations/levels (Lewin & Minton, 1986). The single output to input ra
3、tios, such as return on investment (ROI) and return on sales (ROS) may be used as indices to characterise financial performance. However, conventional referents of performance, whether they are measures of profitability, such as ROI, or productivity, are unsatisfactory discriminants of excellence (C
4、hakravarthy,1986), as a companys performance is a complex phenomenon requiring more than a single criterion to characterise it (Zhu, 2000). Furthermore, growing competitiveness and the globalisation of markets in recent years have given rise to an economic environment where it is becoming increasing
5、ly difficult for companies to survive. In this context, efficiency and productivity have become important issues for managers, both in the manufacturing and service sectors, as the analyses of these can be useful to evaluate firm performance. However, although the service sectors size and importance
6、 has grown in the past 20 years, productivity have not grown as fast in the service sector as in the manufacturing sector (Van Biema & Greenwald, 1997). Particularly, this article analyses the tourism sector, given the importance that tourism has in the service industry. In the tourism sector, travel agencies are of course mindful of the need to manage the productivity and the efficiency of their business. However, the larger publicly quoted travel agencies tend to avoid aggregate eco
