How to cite this paper
Singh, B., Grover, S., Singh, V & Attri, R. (2015). An analytic hierarchy process for benchmarking of automobile car service industry in Indian context.Management Science Letters , 5(6), 543-554.
Refrences
Ahmed, A. M., Zairi, M., & Alwabel, S. A. (2006). Global benchmarking for internet and e-commerce applications. Benchmarking: An International Journal, 13(1/2), 68-80.
Anand, G., & Kodali, R. (2008). Benchmarking the benchmarking models. Benchmarking: An International Journal, 15(3), 257-291.
Baba, Deros, M., Mohd Yusof, S. R., Azhari, & Salleh, M. (2006). A benchmarking implementation framework for automotive manufacturing SMEs. Benchmarking: An International Journal, 13(4), 396-430.
Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt And, O., & Cem Kaplan, Y. (2007). A new framework for service supply chains. The Service Industries Journal, 27(2), 105-124.
Boon-itt, S., & Pongpanarat, C. (2011). Measuring service supply chain management processes: The application of the Q-sort technique. International Journal of Innovation, Management and Technology, 2(3), 217-221.
Brandmeier, R. A., & Rupp, F. (2010). Benchmarking procurement functions: causes for superior performance. Benchmarking: An International Journal, 17(1), 5-26.
Büyük?zkan, G., Feyzio?lu, O., & Nebol, E. (2008). Selection of the strategic alliance partner in logistics value chain. International Journal of Production Economics, 113(1), 148-158.
Camp, R.C. (1989). Benchmarking: The search for industry best practices that lead to superior performance. ASQC Quality Press, Milwaukee, WI.
Cassell, C., Nadin, S., & Older Gray, M. (2001). The use and effectiveness of benchmarking in SMEs. Benchmarking: An International Journal, 8(3), 212-222.
Chan, F. T., Chan, H. K., Lau, H. C., & Ip, R. W. (2006). An AHP approach in benchmarking logistics performance of the postal industry. Benchmarking: An International Journal, 13(6), 636-661.
Chia, A., Goh, M., & Hum, S. H. (2009). Performance measurement in supply chain entities: balanced scorecard perspective. Benchmarking: An International Journal, 16(5), 605-620.
Chin, K. S., Pun, K. F., Lau, C. S., & Lau, H. (2001). Performance improvement of international roaming service-A benchmarking study. Benchmarking: An International Journal, 8(2), 120-131.
Choy, K. L., Chow, H. K., Lee, W. B., & Chan, F. T. (2007). Development of performance measurement system in managing supplier relationship for maintenance logistics providers. Benchmarking: An International Journal, 14(3), 352-368.
Dattakumar, R., & Jagadeesh, R. (2003). A review of literature on benchmarking. Benchmarking: An International Journal, 10(3), 176-209.
Dawkins, P., Feeny, S., & Harris, M. N. (2007). Benchmarking firm performance. Benchmarking: An International Journal, 14(6), 693-710.
Dunn, S. C., & Young, R. R. (2004). Supplier assistance within supplier development initiatives. Journal of Supply Chain Management, 40(2), 19-29.
Frei, F. X., & Harker, P. T. (1999). Measuring aggregate process performance using AHP. European Journal of Operational Research, 116(2), 436-442.
Gangurde, S. R., & Akarte, M. M. (2013). Customer preference oriented product design using AHP-modified TOPSIS approach. Benchmarking: An International Journal, 20(4), 549-564.
Gleich, R., Motwani, J., & Wald, A. (2008). Process benchmarking: a new tool to improve the performance of overhead areas. Benchmarking: An International Journal, 15(3), 242-256.
Gomes, C. F., Yasin, M. M., & Yasin, Y. (2010). Assessing operational effectiveness in healthcare organizations: a systematic approach. International Journal of Health Care Quality Assurance, 23(2), 127-140.
Hallgren, M., & Olhager, J. (2009). Lean and agile manufacturing: external and internal drivers and performance outcomes. International Journal of Operations & Production Management, 29(10), 976-999.
Hartley, J. L., & Jones, G. E. (1997). Process oriented supplier development: building the capability for change. International Journal of Purchasing and Materials Management, 33(2), 24-29.
Himes, A. H. (2007). Performance indicator importance in MPA management using a multi-criteria approach. Coastal Management, 35(5), 601-618.
Jackson, A. E., Safford, R. R., & Swart, W. W. (1994). Roadmap to current benchmarking literature. Journal of Management in Engineering, 10(6), 60-67.
Jessica Hwang, L. J., & Lockwood, A. (2006). Understanding the challenges of implementing best practices in hospitality and tourism SMEs. Benchmarking: An International Journal, 13(3), 337-354.
Jones, K., & Kaluarachchi, Y. (2008). Performance measurement and benchmarking of a major innovation programme. Benchmarking: An International Journal, 15(2), 124-136.
Kabir, G., Ahsan, M., & Hasin, A. (2012). Framework for benchmarking online retailing performance using fuzzy AHP and TOPSIS method. International Journal of Industrial Engineering Computations, 3(4), 561-576.
Koller, M., & Salzberger, T. (2009). Benchmarking in service marketing-a longitudinal analysis of the customer. Benchmarking: An International Journal, 16(3), 401-414.
Kourteli, L. (2000). Scanning the business environment: some conceptual issues. Benchmarking: An International Journal, 7(5), 406-413.
Leung, S. H., Chan, J. W., & Lee, W. B. (2004). Benchmarking the role-modification process for successful knowledge transfer. Benchmarking: An International Journal, 11(6), 601-609.
Lin, M. C., Wang, C. C., Chen, M. S., & Chang, C. A. (2008). Using AHP and TOPSIS approaches in customer-driven product design process. Computers in Industry, 59(1), 17-31.
Magd, H. A. (2008). Understanding benchmarking in Egyptian organizations: an empirical analysis. Benchmarking: An International Journal, 15(6), 742-764.
McAdam, R., Hazlett, S. A., & Anderson-Gillespie, K. (2008). Developing a conceptual model of lead performance measurement and benchmarking: A multiple case analysis. International Journal of Operations & Production Management, 28(12), 1153-1185.
Meybodi, M. Z. (2009). Benchmarking performance measures in traditional and just-in-time companies. Benchmarking: An International Journal, 16(1), 88-102.
Min, H., Min, H., & Chung, K. (2002). Dynamic benchmarking of hotel service quality. Journal of Services Marketing, 16(4), 302-321.
Mitra Debnath, R., & Shankar, R. (2008). Benchmarking telecommunication service in India: an application of data envelopment analysis. Benchmarking: An International Journal, 15(5), 584-598.
Moffett, S., Anderson-Gillespie, K., & McAdam, R. (2008). Benchmarking and performance measurement: a statistical analysis. Benchmarking: An International Journal, 15(4), 368-381.
Mora Monge, C. A., Subba Rao, S., Gonzalez, M. E., & Sohal, A. S. (2006). Performance measurement of AMT: a cross-regional study. Benchmarking: An International Journal, 13(1/2), 135-146.
Mukherjee, A., Nath, P., & Nath Pal, M. (2002). Performance benchmarking and strategic homogeneity of Indian banks. International Journal of Bank Marketing, 20(3), 122-139.
Narasimhan, R., Swink, M., & Kim, S. W. (2006). Disentangling leanness and agility: an empirical investigation. Journal of Operations Management, 24(5), 440-457.
Ojeda-Gomez, J., Simpson, M., Lenny Koh, S. C., & Padmore, J. (2007). Achieving competitive advantage in the Mexican footwear industry. Benchmarking: An International Journal, 14(3), 289-305.
Oliveira, P., & Roth, A. V. (2012). Service orientation: the derivation of underlying constructs and measures. International Journal of Operations & Production Management, 32(2), 156-190.
Parmar, D., Wu, T., Callarman, T., Fowler, J., & Wolfe, P. (2010). A clustering algorithm for supplier base management. International Journal of Production Research, 48(13), 3803-3821.
Partovi, F. Y. (2001). An analytic model to quantify strategic service vision. International Journal of Service Industry Management, 12(5), 476-499.
Peng Wong, W., & Yew Wong, K. (2008). A review on benchmarking of supply chain performance measures. Benchmarking: An International Journal, 15(1), 25-51.
Perçin, S. (2009). Evaluation of third-party logistics (3PL) providers by using a two-phase AHP and TOPSIS methodology. Benchmarking: An International Journal, 16(5), 588-604.
Phuong Ta, H., & Yin Har, K. (2000). A study of bank selection decisions in Singapore using the analytical hierarchy process. International Journal of Bank Marketing, 18(4), 170-180.
Rajagopala, S. V., Hughes, K. T., & Uetz, P. (2009). Benchmarking yeast two?hybrid systems using the interactions of bacterial motility proteins. Proteomics, 9(23), 5296-5302.
Reza Mehregan, M., Dehghan Nayeri, M., & Reza Ghezavati, V. (2010). An optimisational model of benchmarking. Benchmarking: An International Journal, 17(6), 876-888.
Richard, C. M., Tse, P., Ling, L., & Fung, F. (2000). Enhancement of maintenance management through benchmarking. Journal of Quality in Maintenance Engineering, 6(4), 224-240.
Rickards, R. C. (2007). BSC and benchmark development for an e-commerce SME. Benchmarking: An International Journal, 14(2), 222-250.
Robson, A., & Prabhu, V. B. (2001). What can we learn from “leading” service practitioners about business excellence?. Managing Service Quality: An International Journal, 11(4), 249-261.
Saaty, T. (2005). Theory and Applications of the Analytic Network Process. RWS Publications. Pittsburgh.
Saunders, M., Mann, R., & Smith, R. (2007). Benchmarking strategy deployment practices. Benchmarking: An International Journal, 14(5), 609-623.
Simatupang, T. M., & Sridharan, R. (2002). The collaborative supply chain. International Journal of Logistics Management, 13(1), 15-30.
Singh, B., Grover, S., & Singh, V. (2015). A Benchmark model for internal assessment of industry using Fuzzy Topsis approach. International Journal of Recent advances in Mechanical Engineering (IJMECH), 4 (1), 93-105.
Singh, B., Grover, S., & Singh, V. (2015). Application of Different Techniques used in Service Industries. AIMS International Conference, IIM Kozhikode.
Smith, A. M. (2000). Using consumer benchmarking criteria to improve service sector competitiveness. Benchmarking: An International Journal, 7(5), 373-388.
Sreekumar, S., and S. S. Mahapatra. (2011). Performance modeling of Indian business schools: a DEA-neural network approach. Benchmarking: An International Journal, 18(2), 221-239.
Van Landeghem, R., & Persoons, K. (2001). Benchmarking of logistical operations based on a causal model. International Journal of Operations & Production Management, 21(1/2), 254-267.
Wainwright, D., Green, G., Mitchell, E., & Yarrow, D. (2005). Towards a framework for benchmarking ICT practice, competence and performance in small firms. Performance Measurement and Metrics, 6(1), 39-52.
Wait, S., & Nolte, E. (2005). Benchmarking health systems: trends, conceptual issues and future perspectives. Benchmarking: An International Journal, 12(5), 436-448.
Wynn-Williams, K. L. H. (2005). Performance assessment and benchmarking in the public sector: An example from New Zealand. Benchmarking: An International Journal, 12(5), 482-492.
Yasin, M. M. (2002). The theory and practice of benchmarking: then and now. Benchmarking: An International Journal, 9(3), 217-243.
Yasin, M. M. (2002). The theory and practice of benchmarking: then and now. Benchmarking: An International Journal, 9(3), 217-243.
Zairi, M., & Youssef, M. A. (1995). Benchmarking critical factors for TQM: Part I: Theory and foundations. Benchmarking for Quality Management & Technology, 2(1), 5-20.
Anand, G., & Kodali, R. (2008). Benchmarking the benchmarking models. Benchmarking: An International Journal, 15(3), 257-291.
Baba, Deros, M., Mohd Yusof, S. R., Azhari, & Salleh, M. (2006). A benchmarking implementation framework for automotive manufacturing SMEs. Benchmarking: An International Journal, 13(4), 396-430.
Baltacioglu, T., Ada, E., Kaplan, M. D., Yurt And, O., & Cem Kaplan, Y. (2007). A new framework for service supply chains. The Service Industries Journal, 27(2), 105-124.
Boon-itt, S., & Pongpanarat, C. (2011). Measuring service supply chain management processes: The application of the Q-sort technique. International Journal of Innovation, Management and Technology, 2(3), 217-221.
Brandmeier, R. A., & Rupp, F. (2010). Benchmarking procurement functions: causes for superior performance. Benchmarking: An International Journal, 17(1), 5-26.
Büyük?zkan, G., Feyzio?lu, O., & Nebol, E. (2008). Selection of the strategic alliance partner in logistics value chain. International Journal of Production Economics, 113(1), 148-158.
Camp, R.C. (1989). Benchmarking: The search for industry best practices that lead to superior performance. ASQC Quality Press, Milwaukee, WI.
Cassell, C., Nadin, S., & Older Gray, M. (2001). The use and effectiveness of benchmarking in SMEs. Benchmarking: An International Journal, 8(3), 212-222.
Chan, F. T., Chan, H. K., Lau, H. C., & Ip, R. W. (2006). An AHP approach in benchmarking logistics performance of the postal industry. Benchmarking: An International Journal, 13(6), 636-661.
Chia, A., Goh, M., & Hum, S. H. (2009). Performance measurement in supply chain entities: balanced scorecard perspective. Benchmarking: An International Journal, 16(5), 605-620.
Chin, K. S., Pun, K. F., Lau, C. S., & Lau, H. (2001). Performance improvement of international roaming service-A benchmarking study. Benchmarking: An International Journal, 8(2), 120-131.
Choy, K. L., Chow, H. K., Lee, W. B., & Chan, F. T. (2007). Development of performance measurement system in managing supplier relationship for maintenance logistics providers. Benchmarking: An International Journal, 14(3), 352-368.
Dattakumar, R., & Jagadeesh, R. (2003). A review of literature on benchmarking. Benchmarking: An International Journal, 10(3), 176-209.
Dawkins, P., Feeny, S., & Harris, M. N. (2007). Benchmarking firm performance. Benchmarking: An International Journal, 14(6), 693-710.
Dunn, S. C., & Young, R. R. (2004). Supplier assistance within supplier development initiatives. Journal of Supply Chain Management, 40(2), 19-29.
Frei, F. X., & Harker, P. T. (1999). Measuring aggregate process performance using AHP. European Journal of Operational Research, 116(2), 436-442.
Gangurde, S. R., & Akarte, M. M. (2013). Customer preference oriented product design using AHP-modified TOPSIS approach. Benchmarking: An International Journal, 20(4), 549-564.
Gleich, R., Motwani, J., & Wald, A. (2008). Process benchmarking: a new tool to improve the performance of overhead areas. Benchmarking: An International Journal, 15(3), 242-256.
Gomes, C. F., Yasin, M. M., & Yasin, Y. (2010). Assessing operational effectiveness in healthcare organizations: a systematic approach. International Journal of Health Care Quality Assurance, 23(2), 127-140.
Hallgren, M., & Olhager, J. (2009). Lean and agile manufacturing: external and internal drivers and performance outcomes. International Journal of Operations & Production Management, 29(10), 976-999.
Hartley, J. L., & Jones, G. E. (1997). Process oriented supplier development: building the capability for change. International Journal of Purchasing and Materials Management, 33(2), 24-29.
Himes, A. H. (2007). Performance indicator importance in MPA management using a multi-criteria approach. Coastal Management, 35(5), 601-618.
Jackson, A. E., Safford, R. R., & Swart, W. W. (1994). Roadmap to current benchmarking literature. Journal of Management in Engineering, 10(6), 60-67.
Jessica Hwang, L. J., & Lockwood, A. (2006). Understanding the challenges of implementing best practices in hospitality and tourism SMEs. Benchmarking: An International Journal, 13(3), 337-354.
Jones, K., & Kaluarachchi, Y. (2008). Performance measurement and benchmarking of a major innovation programme. Benchmarking: An International Journal, 15(2), 124-136.
Kabir, G., Ahsan, M., & Hasin, A. (2012). Framework for benchmarking online retailing performance using fuzzy AHP and TOPSIS method. International Journal of Industrial Engineering Computations, 3(4), 561-576.
Koller, M., & Salzberger, T. (2009). Benchmarking in service marketing-a longitudinal analysis of the customer. Benchmarking: An International Journal, 16(3), 401-414.
Kourteli, L. (2000). Scanning the business environment: some conceptual issues. Benchmarking: An International Journal, 7(5), 406-413.
Leung, S. H., Chan, J. W., & Lee, W. B. (2004). Benchmarking the role-modification process for successful knowledge transfer. Benchmarking: An International Journal, 11(6), 601-609.
Lin, M. C., Wang, C. C., Chen, M. S., & Chang, C. A. (2008). Using AHP and TOPSIS approaches in customer-driven product design process. Computers in Industry, 59(1), 17-31.
Magd, H. A. (2008). Understanding benchmarking in Egyptian organizations: an empirical analysis. Benchmarking: An International Journal, 15(6), 742-764.
McAdam, R., Hazlett, S. A., & Anderson-Gillespie, K. (2008). Developing a conceptual model of lead performance measurement and benchmarking: A multiple case analysis. International Journal of Operations & Production Management, 28(12), 1153-1185.
Meybodi, M. Z. (2009). Benchmarking performance measures in traditional and just-in-time companies. Benchmarking: An International Journal, 16(1), 88-102.
Min, H., Min, H., & Chung, K. (2002). Dynamic benchmarking of hotel service quality. Journal of Services Marketing, 16(4), 302-321.
Mitra Debnath, R., & Shankar, R. (2008). Benchmarking telecommunication service in India: an application of data envelopment analysis. Benchmarking: An International Journal, 15(5), 584-598.
Moffett, S., Anderson-Gillespie, K., & McAdam, R. (2008). Benchmarking and performance measurement: a statistical analysis. Benchmarking: An International Journal, 15(4), 368-381.
Mora Monge, C. A., Subba Rao, S., Gonzalez, M. E., & Sohal, A. S. (2006). Performance measurement of AMT: a cross-regional study. Benchmarking: An International Journal, 13(1/2), 135-146.
Mukherjee, A., Nath, P., & Nath Pal, M. (2002). Performance benchmarking and strategic homogeneity of Indian banks. International Journal of Bank Marketing, 20(3), 122-139.
Narasimhan, R., Swink, M., & Kim, S. W. (2006). Disentangling leanness and agility: an empirical investigation. Journal of Operations Management, 24(5), 440-457.
Ojeda-Gomez, J., Simpson, M., Lenny Koh, S. C., & Padmore, J. (2007). Achieving competitive advantage in the Mexican footwear industry. Benchmarking: An International Journal, 14(3), 289-305.
Oliveira, P., & Roth, A. V. (2012). Service orientation: the derivation of underlying constructs and measures. International Journal of Operations & Production Management, 32(2), 156-190.
Parmar, D., Wu, T., Callarman, T., Fowler, J., & Wolfe, P. (2010). A clustering algorithm for supplier base management. International Journal of Production Research, 48(13), 3803-3821.
Partovi, F. Y. (2001). An analytic model to quantify strategic service vision. International Journal of Service Industry Management, 12(5), 476-499.
Peng Wong, W., & Yew Wong, K. (2008). A review on benchmarking of supply chain performance measures. Benchmarking: An International Journal, 15(1), 25-51.
Perçin, S. (2009). Evaluation of third-party logistics (3PL) providers by using a two-phase AHP and TOPSIS methodology. Benchmarking: An International Journal, 16(5), 588-604.
Phuong Ta, H., & Yin Har, K. (2000). A study of bank selection decisions in Singapore using the analytical hierarchy process. International Journal of Bank Marketing, 18(4), 170-180.
Rajagopala, S. V., Hughes, K. T., & Uetz, P. (2009). Benchmarking yeast two?hybrid systems using the interactions of bacterial motility proteins. Proteomics, 9(23), 5296-5302.
Reza Mehregan, M., Dehghan Nayeri, M., & Reza Ghezavati, V. (2010). An optimisational model of benchmarking. Benchmarking: An International Journal, 17(6), 876-888.
Richard, C. M., Tse, P., Ling, L., & Fung, F. (2000). Enhancement of maintenance management through benchmarking. Journal of Quality in Maintenance Engineering, 6(4), 224-240.
Rickards, R. C. (2007). BSC and benchmark development for an e-commerce SME. Benchmarking: An International Journal, 14(2), 222-250.
Robson, A., & Prabhu, V. B. (2001). What can we learn from “leading” service practitioners about business excellence?. Managing Service Quality: An International Journal, 11(4), 249-261.
Saaty, T. (2005). Theory and Applications of the Analytic Network Process. RWS Publications. Pittsburgh.
Saunders, M., Mann, R., & Smith, R. (2007). Benchmarking strategy deployment practices. Benchmarking: An International Journal, 14(5), 609-623.
Simatupang, T. M., & Sridharan, R. (2002). The collaborative supply chain. International Journal of Logistics Management, 13(1), 15-30.
Singh, B., Grover, S., & Singh, V. (2015). A Benchmark model for internal assessment of industry using Fuzzy Topsis approach. International Journal of Recent advances in Mechanical Engineering (IJMECH), 4 (1), 93-105.
Singh, B., Grover, S., & Singh, V. (2015). Application of Different Techniques used in Service Industries. AIMS International Conference, IIM Kozhikode.
Smith, A. M. (2000). Using consumer benchmarking criteria to improve service sector competitiveness. Benchmarking: An International Journal, 7(5), 373-388.
Sreekumar, S., and S. S. Mahapatra. (2011). Performance modeling of Indian business schools: a DEA-neural network approach. Benchmarking: An International Journal, 18(2), 221-239.
Van Landeghem, R., & Persoons, K. (2001). Benchmarking of logistical operations based on a causal model. International Journal of Operations & Production Management, 21(1/2), 254-267.
Wainwright, D., Green, G., Mitchell, E., & Yarrow, D. (2005). Towards a framework for benchmarking ICT practice, competence and performance in small firms. Performance Measurement and Metrics, 6(1), 39-52.
Wait, S., & Nolte, E. (2005). Benchmarking health systems: trends, conceptual issues and future perspectives. Benchmarking: An International Journal, 12(5), 436-448.
Wynn-Williams, K. L. H. (2005). Performance assessment and benchmarking in the public sector: An example from New Zealand. Benchmarking: An International Journal, 12(5), 482-492.
Yasin, M. M. (2002). The theory and practice of benchmarking: then and now. Benchmarking: An International Journal, 9(3), 217-243.
Yasin, M. M. (2002). The theory and practice of benchmarking: then and now. Benchmarking: An International Journal, 9(3), 217-243.
Zairi, M., & Youssef, M. A. (1995). Benchmarking critical factors for TQM: Part I: Theory and foundations. Benchmarking for Quality Management & Technology, 2(1), 5-20.