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Title

INVESTIGATING CRITICAL SUCCESS FACTORS IN PLANNING FOR SERVICE VALUE NETWORKS

Pages

 Start Page 59 | End Page 81

Abstract

 The paper aims to discuss the notions of service value chains and SERVICE CHAIN MANAGEMENT (SvcCm) and present a framework for planning resources in service organizations. The aforementioned plan should be devised in a way that the total idle time of customers and resources would be minimized considering the structure of service sections, leading to the satisfaction of customers. Therefore, in the present paper these objectives are achieved by applying a balanced approach for identifying related indices and critical factors in service companies. Accordingly, based on the survey from the experts in this field, first, a list of these indices is extracted. Second, they are categorized by factor analysis (FA) and assessed respectively by SPSS and analysis of variance (ANOVA). Finally, the indices were ranked based on the experts' view and the most influential factors in service companies are discussed according to the numerical results of the questionnaires.

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