Paper Title
A Systematic Review on Performance Evaluation in the Service Sector Using MCDM and the Way Forward

Abstract
The global scenario has witnessed tremendous growth in the service sector. Given the contributions of the service sector to the economy, periodic monitoring of organizations' performance becomes necessary. The present study aims to understand the role of Multi Criteria Decision Making, an Operations Research approach, in performance evaluation in the service sector. In this study, more than 79 research-based articles were reviewed, while observing the basic guidelines of PRISMA. The examined manuscripts originated from over 24 countries and covered 20 service sectors. The literature review analyzed manuscripts dealing with the application of MADM approaches including the AHP, ANP, and the VIKOR, in addition to manuscripts related to the use of MODM approaches, such as DEA and ANN. The study indicated that the AHP and the fuzzy AHP were widely popular, whereas ANP, despite its advantages, was not widely used. It was observed that performance indicators such as knowledge and skill in the domain area, interpersonal communications, ability to manage projects and jobs, attitude, punctuality, age, quality of work, quantity of work, and teamwork capability were the most frequently adopted criteria in employee evaluations. Keywords - Performance Evaluation, Service Sector, MCDM, MODM, MADM.