Research on the Interaction in Service Industry Based on AHP and Gray Relational Analysis

Interaction is the most basic feature of service industry. After reviewing literatures and in-depth interviews, we draw out twelve main interaction factors as a set of indexes system of interaction in service industry, then establish an analytical framework of three-dimension interaction based on applying Analytical Hierarchy Process (AHP), and adopt a survey in four service industries in Guangzhou, finally combine AHP and Grey Relational Analysis (GRA) methods to analysis the construction of interaction and calculate the weights of three-dimension interactions. The results demonstrate that the manager-staff interaction is the key in all interactions, and reflect that service brand building is still in the initial beginning stage.