نوآوري در خدمات (مفاهيم، ویژگی‌ها، رويکردها، دیدگاه‌ها و سیاست‌ها)
الموضوعات :مصطفی صفدری رنجبر 1 , سید سروش قاضی نوری 2 , غلامرضا توکلی 3
1 - دانشگاه علامه طباطبایی تهران
2 - علامه طباطبایی
3 - دانشگاه صنعتی مالک اشتر تهران
الکلمات المفتاحية: خدمات نوآوري رويکردها دیدگاه‌ها سیاست‌ها,
ملخص المقالة :
امروزه کليد کاميابي بسياري از شرکت‌هاي پيشرو و کشورهاي پيشرفته، توجه ويژه به بخش خدمات و نوآوري در کسب و کارهاي خدماتي است. به گزارش سازمان همکاري و توسعه اقتصادي (OECD)، امروزه بخش خدمات بيش از 60 درصد از اقتصاد چهل کشور مطرح دنيا را شامل مي‌شود. همچنين، سهم خدمات در اقتصاد کشور ما نيز در سال‌هاي گذشته رشدي شتابان داشته و از مجموع سهم بخش‌هاي صنعت و کشاورزي فراتر رفته است. عليرغم جايگاه کليدي خدمات در رشد و توسعه اقتصادي کشورها، اين موضوع در کشور ما از دیدگاه نظري مورد بي‌توجهي قرار گرفته است. لذا، با توجه به شواهد ارائه شده که همگي دلالت بر اهميت و جايگاه کليدي خدمات در اقتصاد کشورها دارد، لازم است تا موضوع نوآوري در خدمات مورد مطالعه و بررسي قرار گيرد و سياست‌ها و راهبردهايي براي ارتقاي آن در سطح کشور ارائه گردد. بنابراين، هدف اين مقاله آن است که ابتدا به مرور مفاهيم خدمات و نوآوري خدمات، ویژگی‌های نوآوري خدمات، برخي پژوهش‌های انجام شده در زمينه نوآوري خدمات و رويکردهاي موجود در رابطه با موضوع نوآوري در خدمات بپردازد. علاوه بر این، به سیاست‌های مطرح شده توسط دانشگاه کمبریج و برخی پژوهشگران به منظور ارتقای نوآوری در بخش خدمات اشاره شده است. در پايان نيز برخي سياست‌هاي پيشنهادي در راستاي ارتقاي نوآوري در بخش خدمات ارائه می‌گردند که شامل پیشنهاداتی برای پژوهشگران، نوآوران و سیاستگذاران می‌شود. شرکت‌ها و سازمان‌های فعال در حوزه‌های خدماتی می‌توانند با اجرای پیشنهادهای ارائه شده، نرخ نوآوری‌های خدماتی را افزایش دهند.
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