Strategic evaluation criteria to assess competitiveness of the service industry in Taiwan

This study uses industrial upgrading (I), export development (E), and investment promotion (K), or collectively, the IEK model to identify critical indicators to asses competitiveness of the service industry in Taiwan. The proposed development and evaluation model for the service industry uses the DEMATEL (decision-making trial and evaluation laboratory) method to construct an influential relationship between the dimensions and criteria; a DEMATEL-based analytic network process (DANP) to obtain influential weights; and a modified Vlšekriterijumska Optimizacija I Kompromisno Resenje (m-VIKOR) method to assess gaps in industry development performance. It illuminates current industry demands and helps to improve service firms’ operations through fewer developmental gaps and stronger policy and strategy. Further, an influential network relationship map (INRM) and influential weights can unravel the complex assessment system and prioritise industry improvements. The results demonstrate that upgrades must occur first to the industry, then to promoting of investments, and lastly, in developing exports. Finally, the practical implications for managing service firms have been discussed.