20ό ΕΘΝΙΚΟ ΣΥΝΕΔΡΙΟ της ΕΛΛΗΝΙΚΗΣ ΕΤΑΙΡΕΙΑΣ ΕΠΙΧΕΙΡΗΣΙΑΚΩΝ ΕΡΕΥΝΩΝ (Διοργάνωση ΤΕΙ Πειραιά) Επιχειρησιακή Έρευνα & Τουριστική Ανάπτυξη ΠΡΑΚΤΙΚΑ

Transcript

1 0ό ΕΘΝΙΚΟ ΣΥΝΕΔΡΙΟ της ΕΛΛΗΝΙΚΗΣ ΕΤΑΙΡΕΙΑΣ ΕΠΙΧΕΙΡΗΣΙΑΚΩΝ ΕΡΕΥΝΩΝ (Διοργάνωση ΤΕΙ Πειραιά) Επιχειρησιακή Έρευνα & Τουριστική Ανάπτυξη ΠΡΑΚΤΙΚΑ Σπέτσες 9- Ιουνίου 008 Αναργύρειος & Κοργιαένειος Σχοή

2 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη ΕΠΙΣΤΗΜΟΝΙΚΗ ΕΠΙΤΡΟΠΗ Προεδρείο Συνεδρίου Π. Κικίιας Πρόεδρος ΤΕΙ Πειραιά Α. Σπυριδάκος Επ. Καθηγητής ΤΕΙ Πειραιά Επιστημονική Επιτροπή Μ. Βαρεάς ΕΡΓΑ-ΟΣΕ Λ. Βρυζίδης ΤΕΙ Πειραιά Δ/ντής ΚΤΕ Πειραιά και Νήσων Δ. Γιαννακόπουος Διευθυντής ΣΔΟ ΤΕΙ Πειραιά Πρόεδρος Ε.Ε.Ε.Ε. Ε. Γρηγορούδης Πουτεχνείο Κρήτης Α. Δημητράς Οικονομικό Πανεπιστήμιο Αθηνών Δ. Διακουάκη Εθνικό Μετσόβιο Πουτεχνείο Μ. Δούμπος Πουτεχνείο Κρήτης Κ. Ζοπουνίδης Πουτεχνείο Κρήτης Π. Κααντώνης ΤΕΙ Πειραιά Κ. Κάντζος Αντιπρόεδρος ΤΕΙ Πειραιά Α. Κονδύη ΤΕΙ Πειραιά Μ. Κονιόρδος ΤΕΙ Πειραιά Μ. Κοντέσης ΤΕΙ Πειραιά Κ. Κοσμίδου Αριστοτέειο Πανεπιστήμιο Θεσσαονίκης Χ. Κουτσογεώργης ΤΕΙ Πειραιά Π. Κυριαζόπουος ΤΕΙ Πειραιά Ν. Ματσατσίνης Πουτεχνείο Κρήτης Γ. Μαυρωτάς Εθνικό Μετσόβιο Πουτεχνείο Π. Μοίρα ΤΕΙ Πειραιά Θ. Μοσχονά ΤΕΙ Πειραιά Β. Μπένος Πανεπιστήμιο Πειραιά Δ. Μυωνόπουος ΤΕΙ Πειραιά Ι.Χ. Παναγιωτόπουος Πανεπιστήμιο Πειραιά Σ. Παπαχρήστος Πανεπιστήμιο Ιωαννίνων Α. Πατέη Ιόνιο Πανεπιστήμιο Γ. Σαμαράς ΑΤΕΙ Λάρισας Ν. Σαμαράς Πανεπιστήμιο Μακεδονίας Ι. Σίσκος Πανεπιστήμιο Πειραιά Χ. Ταραντίης Οικονομικό Πανεπιστήμιο Αθηνών Ν. Τσότσοας ΖΗΝΩΝ ΑΕ Π. Υψηάντης ΑΤΕI Λάρισας Σ. Φιιππίδου Οικονομικό Πανεπιστήμιο Αθηνών Ι. Ψαρομήιγκος ΤΕΙ Πειραιά Επιστημονικη Επιτροπη

3 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 3 Οργανωτική Επιτροπή Δ. Αναστασάτος ΤΕΙ Πειραιά Δ. Δρόσος ΤΕΙ Πειραιά Ε. Ευφραίμη ΕΕΕΕ Ε. Ζαφείρη ΤΕΙ Πειραιά Π. Κααντώνης ΤΕΙ Πειραιά Α. Κονδύη ΤΕΙ Πειραιά Χ. Κυτάγιας ΤΕΙ Πειραιά Ι. Μέιος Sciee General Γ. Πιερράκος ΤΕΙ Αθήνας Ι. Ψαρομήιγκος ΤΕΙ Πειραιά Επιστημονικη Επιτροπη 3

4 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 7 Measuring Efficienc in e-turism Organizains: An Applicain f Daa Envelpmen Analsis Dr. Emmanuil Siakakis Lecurer Universi f Macednia 56 Egnaia sr Thessalniki siakakis@um.gr Absrac This aricle aims a develping an efficienc measuremen mdel fr e-urism rganizains. Fr cmparabili reasns he sud cncenraes n hel enerprises acivaing in e-business. I is a fac ha efficienc mdels have been develped mainl fr manufacuring perains. In service perains like urism he measuremen f efficienc has vercme serius bsacles such as he inangibili and heergenei f he urism prduc. Bu he ms crucial pin in measuring efficienc f service perains and even mre f e-service perains is ha muliple inpus and upus have be cnsidered n nl frm he rganizain bu frm he cusmer perspecive. Since his sud fcuses n esimaing he relaive efficienc f ne hel cmpared hers he ms apprpriae mehd be used is he Daa Envelpmen Analsis (DEA). This mehd invlves he use f linear prgramming ls cnsruc a nn-parameric surface ver he available daa. Efficienc measures are hen calculaed in relain his surface. DEA is a ver gd apprach when muliple inpus and upus are epressed in differen measuremen unis as eacl ccurs in his case. The DEA efficienc indicar which was develped and used invlves quaniaive (e.g. sales rm capaci) as well as qualiaive (e.g. cusmer saisfacin) daa. The daa used were gahered frm hireen hel enerprises peraing in Greece and having a prven eperience in e-business. The applicain f he DEA apprach in e-urism ffers an efficienc ranking rder f hese firms. This prvides he pssibili idenif high perfrmance firms and use hem as reference unis in rder analze heir cases and develp he bes e-business pracices in he urism secr. Kewrds: e-urism efficienc perfrmance Daa Envelpmen Analsis Infrmain and Cmmunicain Technlgies Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 7

5 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 8. Inrducin Efficienc and prducivi are w f he ms cmmnl used erms in academic and business cnes. The reasn is ha heir imprvemen is ne f he ke cmpeiive advanages f a firm r a whle ecnm. The erms efficienc and prducivi are fen used inerchangeabl bu in fac he d n have precisel he same meaning. Bh are measured b he rai f he upus prduced he inpus used. Hwever prducivi is he amun f upus prduced relaive he amun f inpus used in he prducin prcess while efficienc is he value f upus relaive he cs f inpus. Hence prducivi imprves when he quani f upus increases in relain he quani f inpus. On he her hand efficienc imprves when he cs f inpus is reduced r he value f upus increases. Fr insance a change in he price f inpus migh lead a firm aler he mi f inpus used in rder reduce he cs f inpus and imprve efficienc wihu acuall increasing he quani f upus relaive he quani f inpus. The efficienc f a firm cnsiss f w cmpnens: a) echnical efficienc defined as he abili f he firm bain maimum upu frm a given se f inpus and b) allcaive efficienc which reflecs he abili f he firm use he inpus in pimum prprins given heir cs and he prducin echnlg. Frm he ecnmic perspecive all he pins n a prducin frnier are echnicall efficien bu n equall prducive. There is a pin (B) n he prducin frnier (PP ) a which a ra frm he rigin is angenial he frnier (in he simple case f ne inpu and ne upu) and his is he pin f maimum prducivi (Figure ). In ha wa anher sr f efficienc namel scale efficienc culd be calculaed indicae he amun b which prducivi is increased b mving he pin f maimum prducivi. Cnsequenl efficienc and prducivi d n reflec he same hings. Neverheless heir cmmn basis and indispuable similariies have driven researchers develp he same mehds fr heir inerpreain measuremen and imprvemen. Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 8

6 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 9 Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 9 Figure : Efficienc and Prducivi. Measuring Efficienc and Prducivi in Turism Barrs and Alves (00) have measured urism prducivi b using he Malmquis prducivi inde. This inde was firs inrduced b Caves Chrisensen and Diewer (98) wh defined he al facr prducivi inde using Malmquis inpu and upu disance funcins. The upu-rienaed Malmquis prducivi inde m is given as he gemeric mean f he w Malmquis indices based n perid and perid echnlgies: / )] ( ) ( [ ) ( = m m m where and represen inpu and upu vecrs f a firm respecivel. The perid Malmquis inde is calculaed b he fllwing equain: ) ( ) ( ) ( d d m = Hence his means ha he Malmquis prducivi inde requires he calculain f fur disance funcins namel ) ( d ) ( d ) ( d and ) ( d. In rder calculae hese disance funcins we need have sufficien daa describe he prducin echnlgies in perids and. Wha is acuall ineresing in his apprach is ha he upu-rienaed (r he inpu-rienaed) 0 Β Α C P P

7 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 0 Malmquis prducivi inde can be decmpsed in he w main surces f prducivi change efficienc change and echnical change. A similar apprach is adped b Pepch (007) wh presens efficienc and prducivi measures fr he French urism indusr. He uses he Luenberger indicar prpsed b Chambers and Ppe (996) in rder evaluae prducivi change. This indicar is based n he recenl inrduced in prducin her direcinal disance funcins (Chambers e al. 996) which prjec he inpu and/r upu vecr frm iself he echnlg frnier in a pre-assigned direcin. The Luenberger indicar is given b he arihmeic mean f w cmpnens reflecing he prducivi change wih respec he echnlg frnier in perids and. Like eacl he Malmquis inde he Luenberger indicar decmpses in ne erm measuring efficienc change and anher ne epressing echnical change. The mehd which was chsen be applied in his sud is Daa Envelpmen Analsis. I is cnsidered as an apprpriae mehd since i can handle muliple inpus and upus measured in differen unis. These are basic assumpins fr he urism prduc. Furhermre his wrk fcus n esimaing he relaive efficienc f a urism firm cmpared hers and his is acuall he primar purpse f he DEA mehdlg. 3. Daa Envelpmen Analsis Alhugh he principles f DEA were given b Farrell (957) he erm Daa Envelpmen Analsis was firs used b Charnes e al. (978). Since hen a significan number f sudies have eended he DEA mehdlg (Seifrd 996; Celli 998; Thanassulis 00). DEA is empled measure efficienc a a firm level. I invlves he use f linear prgramming mehds cnsruc a nn-parameric piece-wise surface (r frnier) ver he daa. Efficienc measures are hen calculaed relaive his surface (Celli e al. 005). A brief uline f he DEA mehdlg having an inpu rienain and assuming cnsan reurns scale (CRS) fllws: suppse we have daa n n inpus and m upus fr each f k firms. Thus he daa fr all k firms referred as decisin making unis (DMUs) are represened in he nk inpu mari X and he mk upu mari Y. An efficienc measure f a DMU fr eample he uni is given b he rai f all upus ver all inpus such as u / v where u is an m vecr f upu weighs and v is an n vecr f inpu weighs. The DEA prblem is frmulaed as fllws (Fuchs 00): find pimal values fr u and v such ha he efficienc measure fr he firm be Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 0

8 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη maimized subjec he cnsrains ha he efficienc measures f all her firms mus be less han r equal ne. The pimal values are bained b he sluin f he mahemaical prgramming prblem: ma u v m r = n j = u v r j r j m u s r ri r = n v j = j ji fr each i=...k u r v j 0 () Since his prblem has an infinie number f sluins a refrmulain f he DEA mdel is required aiming cnver he bjecive funcin a linear funcin. Hence we can arbiraril cnsider ha he sum f inpus fr he decisin making uni equals ne: n j = v j j = he muliplier frm :. The DEA mdel is refrmed a linear prgramming prblem knwn as ma u v m r = m u r r s u v 0 fr each i=...k r = n j = v n r ri j ji j = j j = u r v j 0 () I is knwn ha in linear prgramming a dual mdel crrespnds he primal linear mdel. Insead f slving he primal mdel man imes he dual mdel is much easier be slved. The dual frm in he case f DEA ( envelpmen frm ) is presened belw: The nain s sands fr subjec Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη

9 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη min θ θ s 0 θ k r i ri i= k j i ji i= 0 0 fr each i=...k (3) i Where: θ he efficienc scre fr he DMU ( θ ) a k vecr f cnsans. If he sum f inpus and upus is less han he number f firms plus ne (nm < k) he envelpmen frm invlves fewer cnsrains and is easier be slved han he muliplier frm (Charnes e al. 996). Of curse he abve linear prgramming prblem mus be slved k imes ne fr each f he DMUs. The inerpreain f he DEA prblem is cnrac radiall he inpu vecr i f he firm i as much as pssible while sill remaining wihin he feasible inpu se. The inner-bundar f his se is he piece-wise linear isquan II depiced in Figure. The radial cnracin f he inpu vecr i prduces a prjeced pin n his frnier. This prjeced pin is a linear cmbinain f he bserved daa pins (Celli e al. 005). Figure : The Daa Envelpe / I 3 3 Daa Envelpe I 0 / Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη

10 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 3 The abve presened mdel has an inpu rienain and assumes cnsan reurns scale. The chice f inpu r upu rienain has n influence n he se f firms esimaed as efficien and a minr influence upn he efficienc scres bained. On he her hand he assumpin f CRS is nl apprpriae when all firms perae a an pimal scale. If his assumpin is n valid as usuall ccurs he CRS DEA mdel shuld be adjused accun fr variable reurns scale (VRS). The linear prgramming prblem hen is refrmed as fllws b adding he cnvei cnsrain I = i = where I is a k vecr f nes: k i= min θ θ s 0 θ k i= k r i ri i= k j i ji i= = i 0 0 fr each i=...k () i I is a fac ha sme issues cncerning he DEA mehdlg need be furher cnsidered. Fr eample he pins 3 and n he secins f he frnier which are parallel he aes (Figure ) are n efficien pins since he amun f inpus ( fr 3 and fr ) culd be reduced and sill he same amun f upu is prduced. T avid hese inefficiencies (referred as slacks) ne culd slve addiinal linear prgramming prblems idenif efficien pins wih similar inpu and upu mies hse f he inefficien pins. Despie is weaknesses DEA is acuall a ver ineresing apprach in efficienc measuremen.. Daa Cllecin Mehdlg In his sud DEA is applied n he urism secr and mre specificall hireen hel enerprises lcaed in Greece wih a bradl apprved eperience in e-business. This applicain area is accuned fr he fllwing reasns: hels represen a significan par f he urism secr as being direc suppliers f he urism prduc. A his pin i shuld be ned ha urism firms are classified in hree majr caegries namel direc Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 3

11 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη suppliers suppring and inermediar services and develpmen rganizains and insiuins (SETE and SEPE 007). Mrever accrding he NACE classificain ssem hels cnsiue ne f he majr business aciviies f he urism secr (Secral e-business W@ch 006). Regarding e-business par f his applicain i shuld be kep in mind ha nwadas man effrs have been made furher enhance he adpin and use f Infrmain and Cmmunicain Technlgies (ICTs) wihin he Greek urism indusr. I is a fac ha he level f ICTs adpin in he Greek urism secr is ver lw. The majri f urism firms paricularl he small and medium-sized nes make lile use f ICTs. Onl markeing amng business funcins is digiized a remarkable een. Bu urism firms can benefi frm ICTs in numerus was ne f which is bs heir efficienc since human resurces can deve heir ime mre value adding sraegic aciviies. Therefre he rle and significance f ICTs n he enhancemen f efficienc a a firm level is pined u hrugh he applicain f DEA n hel enerprises wih an e- business acivi. Afer deciding n he applicain area f DEA he ne sep was cnsruc an apprpriae efficienc indicar. The numerar f he efficienc rai was defined b he sum f w variables which are sales urnver and cusmer saisfacin. Sales urnver being a quaniaive variable is a main cmpnen f a hel enerprise s (as an her cmpan s) upu. The daa have been available frm he laes financial direcr f a Greek privae business infrmain firm (ICAP 008). Cusmer saisfacin (qualiaive variable) is als an impran upu f a hel s perain alhugh i is mre difficul be measured raher han sales. In rder bain cusmers daa a surve n Greek urism which was being carried u during his sud was used. The respndens his surve (individuals 8-55 ears ld) were asked answer amng her relevan issues he fllwing w quesins: Which f he hels menined belw (a lis f he hels belnging he hel enerprises f he sample was given) have u had a persnal eperience frm ver he las five ears? and if u had a persnal eperience frm a hel wha was he degree f he verall saisfacin a he end f ur sa a his hel? accrding a 7-pin Liker scale where 7 crrespnded he maimum pssible saisfacin. These quesins were all answered b 387 individuals in w mnhs perid frm earl Februar lae March 008. The denminar f he efficienc rai cmprised w variables as well i.e. rm capaci and salaries and wages (bh quaniaive variables). Rm capaci refers he al number f rms bungalws NACE (Revisin.) is a -digi classificain f business aciviies in he Eurpean Unin Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη

12 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 5 suies as well as her ldgings available cusmers. Since he ccupanc raes are alms 00% during he high uris seasn in Greece i was unnecessar ake as an inpu facr he acual vernighs insead f he rm capaci. The daa were gahered hrugh he websies f he sampled hels. Finall salaries and wages cnsiue a majr inpu cmpnen f he efficienc rai paricularl fr a service rganisain like a hel enerprise. These daa were given b managers f he hels. In ver few cases ha sme daa were n available he figures were esimaed aking in accun he number and ccupain f he persnnel and he cllecive agreemen f he Greek hspiali indusr (006). T summarize he DEA efficienc indicar is calculaed as fllws: E ( u SalesTurnver) ( u CusmerSaisfacin) = ff ( v RmCapaci) ( v SalariesAndWages) The effeciveness f DEA is n influenced b he fac ha he abve inpu and upu variables are measured in differen unis. This is a majr advanage f he applicain f he DEA mehdlg n measuring efficienc in e-urism rganizains. The sample used in his sud cnsiss f hireen hel enerprises peraing in Greece and having an e-business acivi. Fr cmparabili reasns he sample was seleced frm a lis including he leading hel enerprises (S.A.) ranked b 006 prfis (ICAP 008). These enerprises wn and 5 sar hels nl accrding he raing ssem (frm ne five sars) adped b he Greek Nainal Turism Organizain. This means ha he daa analsis led cmparable resuls. All he daa clleced and prcessed hrugh DEA are presened in Table. T ensure he annmi f he hel enerprises f he sample as lng as he nl purpse f he paper is demnsrae he applicain f he DEA mehdlg he enerprises are menined arihmeicall. Table : Daa f Hel Enerprises fr DEA (Year 006) N Sales Turnver ( 000) Cusmer Saisfacin (- 7) Rm Capaci Salaries and Wages ( 000) Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 5

13 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη Resuls Firsl i has be ned ha he assumpin f variable reurns scale has been acceped in his apprach. This is quie reasnable since a dubling fr eample f ne f he inpus wuld cerainl n resul in he dubling f ne f he upus. Based n he linear prgramming mdel () he fllwing prblem fr he firm has be slved (he prblem will be slved 3 imes nce fr each firm f he sample): min θ θ s 8 ( ) θ 8 θ 8 ( 8 ( 8 ( ) 0 7 ) 0 = ) 0 0 (5) i Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 6

14 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 7 I is reminded ha he efficienc scre θ is less han r equal b definiin. Thus anher cnsrain (θ ) is added his mdel. Replacing he values f inpus and upus given in Table (fr sake f simplici sales urnver and salaries-wages daa are divided b 0 3 and rm capaci b 0 ) he linear prgramming prblem (5) akes he frm belw: min θ s θ 37 ( ( ) ) 0 θ 83 ( ) θ 5307 ( ) 0 i = θ (6) All he resuls (values fr θ and i ) derived frm he sluin f he linear prgramming prblem (6) fr he decisin making uni and fllwing ha he sluin f he prblem () fr he remaining unis are presened in Table. Table : DEA Resuls uni θ E Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 7

15 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη E E E E Accrding Table si u f hireen hel enerprises are full efficien (r simpl efficien) decisin making unis (heir efficienc scre θ equals ne). These unis are: and. As we can see a grup f efficien unis crrespnds each ne f he inefficien unis. Fr eample efficien unis 3 7 and 8 crrespnd inefficien uni. These efficien firms ac as reference unis s as he inefficien firms furher imprve heir efficienc scres. Perusal f Table shws ha hel enerprise 3 is used seven imes as a reference uni. Hence hel enerprise 3 culd be cnsidered he bes perfrmance uni in he whle se f he eamined unis. Table 3 summarizes he required percenage fr full efficienc f all he inefficien unis. Table 3: Required Percenage fr Full Efficienc f Inefficien Unis Uni Required Percenage fr Full Efficienc 59% 35% 5% 5 353% 9 58% 0 05% 3 809% 6. Discussin Appling he DEA mehdlg n he sample f hel enerprises i was pssible make useful cmparisns based n heir relaive efficienc measuremens. In his apprach he ineres was fcused n he applicain f a pwerful echnique like DEA n a paricularl ineresing business area like e-urism. Bu in pracice he ineres is n nl Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 8

16 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 9 hereical since man benefis migh arise fr he rganizains adping his echnique. Firsl hese rganizains wuld be capable f deermining feasible bjecives in heir efficienc imprvemen effrs. The wuld als idenif he rganizains which culd be used as reference r benchmarking unis. Mrever if DEA is used n a regular basis he rganizains will have he daabase required develp a self-evaluain mdel. Measuring efficienc in urism rganizains wih an e-business acivi is acuall a challenge n nl fr his sud bu fr fuure research endeavurs as well. ICTs and e- business are riggering significan changes in he urism indusr. There is nwadas a grwing cnsensus ha ICTs are psiivel assciaed wih efficienc and prducivi grwh a he firm level such as a hel enerprise a cruise cmpan a ravel agenc ec. The inense use f ICTs in cmbinain wih a high level f emplees skills can lead a subsanial efficienc imprvemen in urism firms. Of curse a urism rganizain is primaril a service rganizain hus a echnlgical change even a majr ne wuld n have he epeced resul wihu he cnribuin f he human facr. T summarize ICTs will cninue be a basic enabler fr efficienc imprvemens in he fuure. Therefre i is impran fr urism rganizains cninue mniring and analzing he impac f new echnlgies n heir efficienc. References Barrs C.P. and Alves F.P. (00) Prducivi in he urism indusr Inernainal Advances in Ecnmic Research 0(3) 5-5. Caves D.W. Chrisensen L.R. and Diewer W.E. (98) The ecnmic her f inde numbers and he measuremen f inpu upu and prducivi Ecnmerica Chambers R.G. Chung Y. and Färe R. (996) Benefi and disance funcins Jurnal f Ecnmic Ther 70() Chambers R.G. and Ppe R.D. (996) Aggregae prducivi measures American Jurnal f Agriculural Ecnmics 78(5) Charnes A. Cper W. Lewin A.Y. and Seifrd L.M. (996) Daa Envelpmen Analsis: Ther Mehdlg and Applicains Kluwer Academic Publishers Bsn. Charnes A. Cper W. and Rhdes E. (978) Measuring he efficienc f Decisin Making Unis Eurpean Jurnal f Operainal Research 9-. Celli T.J. (998) A muli-sage mehdlg fr he sluin f rienaed DEA mdels Operains Research Leers Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 9

17 Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 30 Celli T.J. Prasada Ra D.S. O Dnnell C.J. and Baese G.E. (005) An Inrducin Efficienc and Prducivi Analsis (nd ediin) Springer New Yrk. Cllecive Agreemen f he Greek Hspiali Indusr (006) hp:// (accessed March 008). Farrell M.J. (957) The measuremen f prducive efficienc Jurnal f he Ral Saisical Scie Series A CXX Par Fuchs M. (00) Sraeg develpmen in urism desinains: A DEA apprach Pznan Ecnmics Review () ICAP (008) Greek Financial Direcr: Greece in Figures hp://sup.kahimerini.gr/ra/media/files/fin/gif_008.pdf (accessed 7 Februar 008). Pepch N. (007) On measuring urism prducivi Asia Pacific Jurnal f Turism Research (3) 37-. Secral e-business W@ch (006) ICT and e-business in he Turism Indusr Secr Repr N. 8/006 Eurpean Cmmissin hp:// (accessed 6 April 008). Seifrd L.M. (996) Daa Envelpmen Analsis: The evluin f he sae f he ar ( ) Jurnal f Prducivi Analsis SETE / The Assciain f Greek Turis Enerprises and SEPE / The Federain f Hellenic Infrmain Technlg and Cmmunicains Enerprises (007) Develping a cperain framewrk beween ICT and Turism prviders in Greece hp:// (accessed 6 April 008). Thanassulis E. (00) Inrducin he Ther and Applicain f Daa Envelpmen Analsis: A fundain e wih inegraed sfware Kluwer Academic Publishers Bsn. Ενοτητα - Επιχειρησιακή Έρευνα και Τουριστική Ανάπτυξη 30