Critical Factors Analysis for Enterprise Active Service Mode Based on DEMATEL

Active service strategy is the key to maintain competitive advantage for enterprise. However, the research on active service mode is lack. First, according to the connotation of active service, the factors influencing the construction of active service mode were determined. Second, DEMATEL method was used to analyze the interactions among the factors. Afterwards, the relation and prominence of each factor were calculated. At last, five critical factors have been discovered, including identification of customer's personality characteristics, development of service guide, standard customers shaping, measurement of customer similarity and customer classification.