Developing the professional competency indicators for the intellectual property service industry - an approach with the interpretive structural modeling and analytic network process

Intellectual property (IP)s' importance increases and is in a fast-developing phase. However, there is still lacking of good professional service capability indicators for guiding IP agencies and employees. This study focuses on developing the professional IP service industry framework, for evaluating the service quality. Based on the theory of service quality and IP business types, indicators of the framework were proposed and modified after experts' survey. In addition, after using interpretive structural modeling and analytic network process to explore the relationship between indicators then we suggest a comprehensive framework. These professional competency indicators can provide a guideline for evaluating the service quality offered by IP agencies, moreover for enhancing IP industry's competitive advantages.