Performance appraisal, as an important means of motivating employees to create value, plays an important role in stimulating team work enthusiasm, achieving goals, improving performance, and enhancing enterprise competitiveness. C Tourism Company is an online tourism company in China. The main job responsibilities of the customer service center of C Tourism Company are to provide pre-sales consultation and reservation services for various tourism products and after-sales problem handling services for platform users online. Based on the current performance appraisal status of customer service personnel at C Tourism Company and the actual situation of the company, a performance appraisal index system has been reconstructed; By random sampling, 10 customer service personnel were selected and their work performance data was analyzed using the entropy method. The weights of the first and second level indicators were recalculated, and the original appraisal index weights were optimized. An indicator system with a focus on the assessment of employees' work process was established to provide a more reasonable and objective evaluation of the work performance of customer service personnel.

Xue Dong. Research on Performance Appraisal of Customer Service Personnel in Tourism Companies Based on Entropy Method. Academic Journal of Business & Management (2023) Vol. 5, Issue 23: 175-180. https://doi.org/10.25236/AJBM.2023.052325.

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