Table 3 Structural self-interaction matrix (SSIM).

From: Mapping service capabilities using ISM and fuzzy DEMATEL

J

(L)

(E)

(S)

(T)

(C)

(IC)

(A)

(EC)

(OM)

(MO)

(PQ)

(IQ)

(CQ)

I

             

Leadership (L)

-

A

O

V

O

V

O

V

O

A

V

A

A

Entrepreneurship (E)

 

-

O

V

O

V

O

O

O

O

A

O

A

Strategy (S)

  

-

O

A

V

O

V

X

A

O

O

O

Task (T)

   

-

A

A

O

A

O

A

A

A

A

Centralization (C)

    

-

V

O

V

O

V

V

O

O

Internal communication (IC)

     

-

A

V

X

A

X

A

A

Activities (A)

      

-

O

O

V

O

O

O

External communication (EC)

       

-

X

A

A

O

O

Operational marketing (OM)

        

-

O

O

O

O

Market orientation (MO)

         

-

V

A

A

Physical quality (PQ)

          

-

A

A

Interactive quality (IQ)

           

-

O

Corporate quality (CQ)

            

-

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