{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,10,17]],"date-time":"2025-10-17T19:53:58Z","timestamp":1760730838505},"reference-count":54,"publisher":"Springer Science and Business Media LLC","issue":"S2","license":[{"start":{"date-parts":[[2016,5,31]],"date-time":"2016-05-31T00:00:00Z","timestamp":1464652800000},"content-version":"unspecified","delay-in-days":0,"URL":"http:\/\/www.springer.com\/tdm"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Int J Syst Assur Eng Manag"],"published-print":{"date-parts":[[2017,11]]},"DOI":"10.1007\/s13198-016-0485-4","type":"journal-article","created":{"date-parts":[[2016,5,26]],"date-time":"2016-05-26T09:39:43Z","timestamp":1464255583000},"page":"617-630","update-policy":"http:\/\/dx.doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":2,"title":["Evaluation of benchmarking attribute for service quality using multi attitude decision making approach"],"prefix":"10.1007","volume":"8","author":[{"given":"Bhupender","family":"Singh","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Sandeep","family":"Grover","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Vikram","family":"Singh","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"297","published-online":{"date-parts":[[2016,5,31]]},"reference":[{"issue":"8","key":"485_CR001","doi-asserted-by":"crossref","first-page":"1629","DOI":"10.1080\/00207549108948036","volume":"29","author":"vp Agrawal","year":"1991","unstructured":"Agrawal VP, Kohli V, Gupta S (1991) Computer aided robot selection: the multiple attribute decision making approach. Int J Prod Research 29(8):1629\u20131644","journal-title":"Int J Prod Research"},{"issue":"1","key":"485_CR1","doi-asserted-by":"crossref","first-page":"44","DOI":"10.1108\/17465660810860372","volume":"3","author":"G Anand","year":"2008","unstructured":"Anand G, Kodali R (2008) Selection of lean manufacturing systems using the PROMETHEE. J Model Manag 3(1):44\u201370","journal-title":"J Model Manag"},{"issue":"3","key":"485_CR006","doi-asserted-by":"crossref","first-page":"277","DOI":"10.1108\/09600031111123796","volume":"41","author":"JS Arlbjorn","year":"2011","unstructured":"Arlbjorn JS, Freytag PV, de Haas H (2011) Service supply chain management: a survey of lean application in the municipal sector. Int J Phys Distrib Logist Manag 41(3):277\u2013295","journal-title":"Int J Phys Distrib Logist Manag"},{"key":"485_CR2","doi-asserted-by":"crossref","first-page":"3032","DOI":"10.1080\/00207543.2013.860250","volume":"52","author":"R Attri","year":"2014","unstructured":"Attri R, Grover S (2014) A graph theoretic approach to evaluate the intensity of barriers in the implementation of total productive maintenance (TPM). Int J Prod Res 52:3032\u20133051","journal-title":"Int J Prod Res"},{"key":"485_CR3","doi-asserted-by":"crossref","first-page":"544","DOI":"10.1016\/j.tourman.2006.04.018","volume":"28","author":"JM Ben\u0131tez","year":"2007","unstructured":"Ben\u0131tez JM et al (2007) Using fuzzy number for measuring quality of service in the hotel industry. Tourism Manag 28:544\u2013555","journal-title":"Tourism Manag"},{"issue":"3","key":"485_CR002","first-page":"217","volume":"2","author":"S Boonitt","year":"2011","unstructured":"Boonitt S, Pongpanarat C (2011) Measuring service supply chain management processes: the application of the Q-sort technique. Int J Innovation, Mgmt Tech 2(3):217","journal-title":"Int J Innovation, Mgmt Tech"},{"key":"485_CR003","doi-asserted-by":"crossref","unstructured":"Chen SJ, Hwang CL (1992) Fuzzy multiple attribute decision making methods. Springer Berlin Heidelberg pp 289-486","DOI":"10.1007\/978-3-642-46768-4_5"},{"key":"485_CR4","doi-asserted-by":"crossref","first-page":"289","DOI":"10.1016\/S0165-0114(98)00239-5","volume":"116","author":"C-J Chien","year":"2000","unstructured":"Chien C-J, Tsai H (2000) Using fuzzy numbers to evaluate perceived service quality. Fuzzy Sets Syst 116:289\u2013300","journal-title":"Fuzzy Sets Syst"},{"issue":"9\/10","key":"485_CR6","doi-asserted-by":"crossref","first-page":"916","DOI":"10.1007\/s00170-008-1541-2","volume":"41","author":"J Dou","year":"2009","unstructured":"Dou J, Dai X, Meng Z (2009) Graph theory based approach to optimize single-product flow-line configurations of RMS. Int J Adv Manuf Technol 41(9\/10):916\u2013931","journal-title":"Int J Adv Manuf Technol"},{"issue":"4","key":"485_CR007","doi-asserted-by":"crossref","first-page":"434","DOI":"10.1115\/1.2842210","volume":"18","author":"OP Gandhi","year":"1996","unstructured":"Gandhi OP, Agrawal VP (1996) Failure cause analysis a structural approach. J Press Vessel Tech 18(4):434\u2013440","journal-title":"J Press Vessel Tech"},{"issue":"1","key":"485_CR008","doi-asserted-by":"crossref","first-page":"62","DOI":"10.1108\/13598540810850328","volume":"13","author":"M Giannakis","year":"2008","unstructured":"Giannakis M (2008) Facilitating learning and knowledge transfer through supplier development. Supply Chain Manag Int J 13(1):62\u201372","journal-title":"Supply Chain Manag Int J"},{"key":"485_CR7","doi-asserted-by":"crossref","first-page":"275","DOI":"10.1016\/S1084-8568(01)00040-2","volume":"6","author":"M Gowan","year":"2001","unstructured":"Gowan M et al (2001) Service quality in a public agency:same expectations but different perceptions by employees, managers and customers. J Qual Manag 6:275\u2013291","journal-title":"J Qual Manag"},{"issue":"2","key":"485_CR8","first-page":"150","volume":"11","author":"S Goyal","year":"2013","unstructured":"Goyal S, Grover S (2013a) A fuzzy multi attribute decision making approach for evaluating effectiveness of advanced manufacturing technology\u2014in Indian context. Int J Prod Qual Manag 11(2):150\u2013178","journal-title":"Int J Prod Qual Manag"},{"issue":"4","key":"485_CR009","doi-asserted-by":"crossref","first-page":"404","DOI":"10.1007\/s13198-012-0129-2","volume":"4","author":"S Goyal","year":"2013","unstructured":"Goyal S, Grover S (2013b) Manufacturing system\u2019s effectiveness measurement by using combined approach of ANP and GTMA. Inter J Sys Assur Eng Manag 4(4):404\u2013423","journal-title":"Inter J Sys Assur Eng Manag"},{"issue":"19","key":"485_CR9","doi-asserted-by":"crossref","first-page":"4031","DOI":"10.1080\/00207540410001704032","volume":"42","author":"S Grover","year":"2004","unstructured":"Grover S, Agrawal VP, Khan IA (2004) A digraph approach to TQM evaluation of an industry. Int J Prod Res 42(19):4031\u20134053","journal-title":"Int J Prod Res"},{"issue":"4","key":"485_CR10","doi-asserted-by":"crossref","first-page":"447","DOI":"10.1108\/14635770610676290","volume":"13","author":"S Grover","year":"2006","unstructured":"Grover S, Agrawal VP, Khan IA (2006) Role of human factors in TQM: a graph theoretic Approach. Int J Benchmarking 13(4):447\u2013468","journal-title":"Int J Benchmarking"},{"issue":"10","key":"485_CR010","doi-asserted-by":"crossref","first-page":"1373","DOI":"10.1080\/09585192.2013.870311","volume":"25","author":"V Gupta","year":"2014","unstructured":"Gupta V, Singh S (2014) Psychological capital as a mediator of the relationship between leadership and creative performance behaviors: empirical evidence from the Indian R&D sector. Int J Human Res Manag 25(10):1373\u20131394","journal-title":"Int J Human Res Manag"},{"issue":"1","key":"485_CR011","doi-asserted-by":"crossref","first-page":"4","DOI":"10.15358\/0935-0381-2010-1-4","volume":"4","author":"P Horvath","year":"1992","unstructured":"Horvath P, Herter NR (1992) Benchmarking: comparison with the best of the best. Control 4(1):4\u201311","journal-title":"Control"},{"issue":"2","key":"485_CR005","doi-asserted-by":"crossref","first-page":"272","DOI":"10.1115\/1.1557291","volume":"125","author":"Z Huang","year":"2003","unstructured":"Huang Z, Yip-Hoi D, Zhou J (2003) A graph-based approach for capturing the capability envelope of a machining process. J manuf sci eng 125(2):272\u2013288","journal-title":"J manuf sci eng"},{"issue":"5\u20138","key":"485_CR11","first-page":"579","volume":"54","author":"K Jangra","year":"2010","unstructured":"Jangra K, Grover S, Agarwal A (2010) Digraph and matrix method for the performance evaluation of carbide compacting die manufactured by wire EDM. Int J Adv Manuf Technol 54(5\u20138):579\u2013591","journal-title":"Int J Adv Manuf Technol"},{"issue":"4","key":"485_CR013","doi-asserted-by":"crossref","first-page":"266","DOI":"10.1108\/09604520410546806","volume":"14","author":"GD Kang","year":"2004","unstructured":"Kang GD, James J (2004) Service quality dimensions: an examination of Gr\u00f6nroos's service quality model. Manag Serv Qual: Int J 14(4):266\u2013277","journal-title":"Manag Serv Qual: Int J"},{"issue":"1","key":"485_CR014","doi-asserted-by":"crossref","first-page":"47","DOI":"10.1108\/13552510910943886","volume":"15","author":"R Kodali","year":"2009","unstructured":"Kodali R, Prasad Mishra R, Anand G (2009) Justification of world-class maintenance systems using analytic hierarchy constant sum method. J Qual Maint Eng 15(1):47\u201377","journal-title":"J Qual Maint Eng"},{"issue":"6","key":"485_CR12","first-page":"509","volume":"17","author":"S Kulkarni","year":"2005","unstructured":"Kulkarni S (2005) Graph theory and matrix approach for performance evaluation of TQM in Indian industries. Int J TQM Indian Ind 17(6):509\u2013526","journal-title":"Int J TQM Indian Ind"},{"issue":"1","key":"485_CR015","doi-asserted-by":"crossref","first-page":"36","DOI":"10.1108\/17542731111097470","volume":"23","author":"R Kumar","year":"2011","unstructured":"Kumar R, Garg D, Garg TK (2011) TQM success factors in North Indian manufacturing and service industries. TQM J 23(1):36\u201346","journal-title":"TQM J"},{"key":"485_CR016","unstructured":"Li H, Liu Y, Suomi R (2009) Measurement of e-service quality: an empirical study on online travel service. In: 17th European Conference on Information system, Research Paper, pp 1\u201313"},{"key":"485_CR13","doi-asserted-by":"crossref","first-page":"517","DOI":"10.1016\/j.eswa.2009.05.030","volume":"37","author":"H-T Lin","year":"2010","unstructured":"Lin H-T (2010) Fuzzy application in service quality analysis: an empirical study. Expert Syst Appl 37:517\u2013526","journal-title":"Expert Syst Appl"},{"key":"485_CR14","doi-asserted-by":"crossref","first-page":"928","DOI":"10.1108\/02656710610688149","volume":"23","author":"T-S Liou","year":"2006","unstructured":"Liou T-S, Chen C-W (2006) Subjective appraisal of service quality using fuzzy linguistic Assessment. Int J Qual Reliab Manag 23:928\u2013943","journal-title":"Int J Qual Reliab Manag"},{"issue":"4","key":"485_CR018","doi-asserted-by":"crossref","first-page":"407","DOI":"10.1016\/S0272-6963(98)00021-7","volume":"16","author":"MK Malhotra","year":"1998","unstructured":"Malhotra MK, Grover V (1998) An assessment of survey research in POM: from constructs to theory. J Oper Manag 16(4):407\u2013425","journal-title":"J Oper Manag"},{"issue":"4","key":"485_CR017","doi-asserted-by":"crossref","first-page":"469","DOI":"10.1108\/14635770810887258","volume":"15","author":"B Narayan","year":"2008","unstructured":"Narayan B, Rajendran C, Sai LP (2008) Scales to measure and benchmark service quality in tourism industry: a second-order factor approach. Benchmarking Int J 15(4):469\u2013493","journal-title":"Benchmarking Int J"},{"issue":"2","key":"485_CR15","doi-asserted-by":"crossref","first-page":"157","DOI":"10.1108\/14635770910948213","volume":"16","author":"P Padma","year":"2009","unstructured":"Padma P et al (2009) A conceptual framework of service quality in healthcare perspectives of Indian patients and their attendants. Benchmarking Int J 16(2):157\u2013191","journal-title":"Benchmarking Int J"},{"issue":"1","key":"485_CR16","first-page":"12","volume":"64","author":"A Parasuraman","year":"1988","unstructured":"Parasuraman A et al (1988) SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 64(1):12\u201340","journal-title":"J Retail"},{"issue":"2","key":"485_CR17","doi-asserted-by":"crossref","first-page":"437","DOI":"10.1080\/002075498193822","volume":"36","author":"A Perego","year":"1998","unstructured":"Perego A, Rangonen A (1998) A reference framework for the application of MADM fuzzy techniques for selecting AMTS. Int J Prod Res 36(2):437\u2013458","journal-title":"Int J Prod Res"},{"issue":"3","key":"485_CR18","doi-asserted-by":"crossref","first-page":"321","DOI":"10.1016\/S0890-6955(01)00133-X","volume":"42","author":"RV Rao","year":"2002","unstructured":"Rao RV, Gandhi OP (2002) Digraph and matrix methods for the machinability evaluation of work materials. Int J Mach Tools Manuf 42(3):321\u2013330","journal-title":"Int J Mach Tools Manuf"},{"issue":"4","key":"485_CR19","doi-asserted-by":"crossref","first-page":"373","DOI":"10.1016\/j.rcim.2005.08.003","volume":"22","author":"V Rao","year":"2006","unstructured":"Rao V, Padmanabhan KK (2006) Selection, identification and comparison of industrial robots using digraph and matrix methods. Int J Robot Comput Integr Manuf 22(4):373\u2013383","journal-title":"Int J Robot Comput Integr Manuf"},{"issue":"10","key":"485_CR021","doi-asserted-by":"crossref","first-page":"1162","DOI":"10.1108\/01443570210446360","volume":"22","author":"S Ravi","year":"2002","unstructured":"Ravi S, Fisher W (2002) Modelling and evaluating service quality measurement using neural networks.\u00a0 Int J oper production Manag 22(10):1162\u20131185","journal-title":"Int J oper production Manag"},{"issue":"1","key":"485_CR020","first-page":"1","volume":"9","author":"A Rezazadeh","year":"2012","unstructured":"Rezazadeh A., Najafi S, Hatami-Shirkouhi, L, Miri-Nargesi S (2012) Evaluating and prioritising critical success factors of TQM implementation based on fuzzy AHP. Int J Prod Qual Manag 9(1):1\u201324","journal-title":"Int J Prod Qual Manag"},{"issue":"1\/2","key":"485_CR20","doi-asserted-by":"crossref","first-page":"54","DOI":"10.1504\/IJWS.2011.044082","volume":"1","author":"R Saha","year":"2011","unstructured":"Saha R, Grover S (2011) Critical factors of website performance: a graph theoretic approach. Int J Web Sci 1(1\/2):54\u201398","journal-title":"Int J Web Sci"},{"issue":"5","key":"485_CR022","doi-asserted-by":"crossref","first-page":"609","DOI":"10.1108\/14635770710819281","volume":"14","author":"M Saunders","year":"2007","unstructured":"Saunders M, Mann R, Smith R (2007) Benchmarking strategy deployment practices. Benchmarking: Int J 14(5):609\u2013623","journal-title":"Benchmarking: Int J"},{"issue":"1","key":"485_CR024","doi-asserted-by":"crossref","first-page":"84","DOI":"10.1504\/IJPQM.2009.021872","volume":"4","author":"MF Shipley","year":"2008","unstructured":"Shipley MF, Coy SP (2008) A fuzzy logic model for competitive assessment of airline service quality. Int J Product Qual Manag 4(1):84\u2013102","journal-title":"Int J Product Qual Manag"},{"issue":"2","key":"485_CR21","doi-asserted-by":"crossref","first-page":"235","DOI":"10.1080\/0020754021000022212","volume":"41","author":"I Sila","year":"2003","unstructured":"Sila I, Ebrahimpour M (2003) Examination and comparison of the critical factors of total quality management (TQM) across countries. Int J Prod Res 41(2):235\u2013268","journal-title":"Int J Prod Res"},{"issue":"2","key":"485_CR22","first-page":"70","volume":"1","author":"B Singh","year":"2015","unstructured":"Singh B, Grover S, Singh V (2015a) An overview of Benchmarking process the continuous improvement tool. Int. J. YMCAUST 1(2):70\u201375","journal-title":"Int. J. YMCAUST"},{"issue":"1","key":"485_CR23","doi-asserted-by":"crossref","first-page":"93","DOI":"10.14810\/ijmech.2015.4108","volume":"4","author":"B Singh","year":"2015","unstructured":"Singh B, Grover S, Singh V (2015b) A Benchmark model for internal assessment of Industry using Fuzzy Topsis approach. Int J Recent Adv Mech Eng 4(1):93\u2013105","journal-title":"Int J Recent Adv Mech Eng"},{"issue":"6","key":"485_CR24","doi-asserted-by":"crossref","first-page":"543","DOI":"10.5267\/j.msl.2015.4.012","volume":"5","author":"B Singh","year":"2015","unstructured":"Singh B, Grover S, Singh V (2015c) An analytic hierarchy process for benchmarking of automobile car service industry in Indian context. Manag Sci Lett 5(6):543\u2013554","journal-title":"Manag Sci Lett"},{"issue":"4","key":"485_CR25","first-page":"317","volume":"7","author":"B Singh","year":"2015","unstructured":"Singh B, Grover S, Singh V (2015d) Weighted ISM approach to interface amongst the barriers of benchmarking in Indian service industries. Int J Adv Oper Manag 7(4):317\u2013340","journal-title":"Int J Adv Oper Manag"},{"issue":"1","key":"485_CR025","doi-asserted-by":"crossref","first-page":"1232","DOI":"10.3390\/ijms14011232","volume":"14","author":"RK Singh","year":"2013","unstructured":"Singh RK, Tiwari MK, Singh R, Lee JK (2013) From protein engineering to immobilization: promising strategies for the upgrade of industrial enzymes. Int J Mol sci 14(1):1232\u20131277","journal-title":"Int J Mol sci"},{"issue":"1","key":"485_CR026","doi-asserted-by":"crossref","first-page":"27","DOI":"10.1016\/0923-4748(95)00003-5","volume":"12","author":"MH Small","year":"1995","unstructured":"Small MH, Chen IJ (1995) Investment justification of advanced manufacturing technology: an empirical analysis. J Eng Tech Manag 12(1):27\u201355","journal-title":"J Eng Tech Manag"},{"issue":"5","key":"485_CR26","doi-asserted-by":"crossref","first-page":"373","DOI":"10.1108\/14635770010379728","volume":"7","author":"AM Smith","year":"2000","unstructured":"Smith AM (2000) Using consumer benchmarking criteria to improve service sector competitiveness. Benchmarking Int J 7(5):373\u2013388","journal-title":"Benchmarking Int J"},{"issue":"5","key":"485_CR023","doi-asserted-by":"crossref","first-page":"21","DOI":"10.1177\/088636879202400505","volume":"24","author":"MJ Spendolini","year":"1992","unstructured":"Spendolini (1992) The benchmarking process. Compen Benefits Rev 24(5):21\u201329","journal-title":"Compen Benefits Rev"},{"issue":"3","key":"485_CR027","doi-asserted-by":"crossref","first-page":"115","DOI":"10.1016\/j.cose.2008.04.001","volume":"27","author":"JL Tsai","year":"2008","unstructured":"Tsai JL (2008) Efficient multi-server authentication scheme based on one-way hash function without verification table. Comput Secur 27(3):115\u2013121","journal-title":"Comput Secur"},{"issue":"4","key":"485_CR004","doi-asserted-by":"crossref","first-page":"1159","DOI":"10.1016\/j.matdes.2006.01.028","volume":"28","author":"YF Tzeng","year":"2007","unstructured":"Tzeng YF, Chen FC (2007) Multi-objective optimisation of high-speed electrical discharge machining process using a Taguchi fuzzy-based approach. Mater design 28(4):1159\u20131168","journal-title":"Mater design"},{"key":"485_CR028","doi-asserted-by":"crossref","first-page":"212","DOI":"10.1108\/17410381211202205","volume":"23","author":"F Uysal","year":"2012","unstructured":"Uysal F, Tosun \u00d6 (2012) Fuzzy TOPSIS-based computerized maintenance management system selection. J Manuf Tech Manag 23(2):212\u2013228","journal-title":"J Manuf Tech Manag"},{"issue":"3","key":"485_CR030","doi-asserted-by":"crossref","first-page":"259","DOI":"10.1016\/S0951-8320(99)00004-6","volume":"65","author":"MF Wani","year":"1999","unstructured":"Wani MF, Gandhi OP (1999) Development of maintainability index for mechanical systems. Reliab Eng Syst Saf 65(3):259\u2013270","journal-title":"Reliab Eng Syst Saf"},{"issue":"1","key":"485_CR031","doi-asserted-by":"crossref","first-page":"25","DOI":"10.1108\/14635770810854335","volume":"15","author":"PW Wong","year":"2008","unstructured":"Wong PW, Wong KY (2008) A review on benchmarking of supply chain performance measures. Bench Int J 15(1):25\u201351","journal-title":"Bench Int J"},{"key":"485_CR029","doi-asserted-by":"crossref","first-page":"269","DOI":"10.1016\/j.cie.2009.10.005","volume":"58","author":"VF Yu","year":"2010","unstructured":"Yu VF, Hu KJ (2010) An integrated fuzzy multi-criteria approach for the performance evaluation of multiple manufacturing plants. Comp Indus Eng 58:269\u2013277","journal-title":"Comp Indus Eng"}],"container-title":["International Journal of System Assurance Engineering and Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/article\/10.1007\/s13198-016-0485-4\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s13198-016-0485-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s13198-016-0485-4","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1007\/s13198-016-0485-4.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,9,21]],"date-time":"2020-09-21T05:06:56Z","timestamp":1600664816000},"score":1,"resource":{"primary":{"URL":"http:\/\/link.springer.com\/10.1007\/s13198-016-0485-4"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2016,5,31]]},"references-count":54,"journal-issue":{"issue":"S2","published-print":{"date-parts":[[2017,11]]}},"alternative-id":["485"],"URL":"https:\/\/doi.org\/10.1007\/s13198-016-0485-4","relation":{},"ISSN":["0975-6809","0976-4348"],"issn-type":[{"value":"0975-6809","type":"print"},{"value":"0976-4348","type":"electronic"}],"subject":[],"published":{"date-parts":[[2016,5,31]]}}}