شناسایی و تجزیه و تحلیل شاخص های قابلیت های خدماتی در صنایع کوچک ایران با استفاده از ادغام رویکردهای مدلسازی ساختاری تفسیری و میک مک فازی
محورهای موضوعی : مدیریت صنعتیداود خسروانجم 1 , علی رجب زاده قطری 2 , عباس مقبل 3
1 - دانشجوی دکتری دانشگاه تربیت مدرس
2 - Information Technology Management, School of Management and Economics, Tarbiat Modares University, Tehran
3 - استادیار دانشگاه تربیت مدرس
کلید واژه: قابلیت های خدماتی, مدلسازی ساختاری تفسیری, صنایع کوچک, میک ¬مک فازی,
چکیده مقاله :
از دیدگاه مبتنی برمنابع، ارائه خدمات بطور عمده به منابع و قابلیت های سازمان بستگی دارد تا در بلندمدت مزیت رقابتی پایدار را ایجاد نماید. با بررسی ادبیات موضوع مشخص شد که هیچ نوع تحقیقی درباره ارتباط بین ابعاد و شاخص های قابلیت خدماتی جدا از عملکرد شرکت صورت نگرفته و شبکه ارتباطی و میزان اثربخشی آنها نیز تجزیه و تحلیل نشده و تمرکز بررسی ها بیشتر برروی ارتباط بین ابعاد با عملکرد شرکت بوده است. هدف از این پژوهش، استفاده از مدلسازی ساختاری تفسیری جهت ساختاردهی به روابط بین شاخص های قابلیت های خدماتی و استفاده از تحلیل میک مک فازی جهت خوشه بندی شاخص ها می باشد. لذا براساس دیدگاه مبتنی برمنابع، ابعاد و قابلیت های خدماتی شامل قابلیت های مدیریتی، سازمانی، بازاریابی و کیفیت خدمات به صورت جامع از طریق ادبیات موضوع و مصاحبه با 11 نفر از خبرگان شناسایی و استخراج شدند. نتایج نشان داد که براساس مدل ISM شاخص های "کیفیت شرکت"، "کیفیت تعاملی"، "برنامه ریزی، کنترل و ادغام فعالیتها" و "تفکیک فعالیتها و سطح متمرکزسازی" شاخص های مهم و حیاتی هستند که به عنوان مبنا و پایه ساختار قابیلت های خدماتی محسوب می شوند و همچنین باتوجه به تحلیل میک مک فازی شاخص های "تجزیه و تحلیل و شکل دهی استراتژی"، "برنامه ریزی، کنترل و ادغام فعالیتها" و "کیفیت فیزیکی" در زمره «مهمترین» شاخص های قابلیت های خدماتی قرار گرفتند که قدرت بالایی در تأثیرگذاری بر سایر شاخص ها دارند لذا صنایع کوچک ایران باید گام -های اساسی به منظور تقویت این شاخص ها بر دارند.
From a resource-based view, service delivery relies heavily on the resources and capabilities of the organization to create sustainable competitive advantage over the long term. In reviewing the literature, no research has been conducted on the relationship between dimensions and criteria of the service capability apart from firm performance and the relationship network and their effectiveness have not been analyzed and the focus of the research has been on the relationship between dimensions and firm performance. The purpose of this study is identify the service capability criteria and use interpretive structural modeling to structure the relationships between these criteria as well as the use of the fuzzy MICMAC analysis to cluster the criteria. Therefore, based on a resource-based view, the service dimensions and capabilities including management, organizational, marketing and service quality were comprehensively identified and extracted through subject literature and interviews with 11 experts. The results showed that according to ISM model "Corporate quality", "interactive quality", "planning, control and integration of activities" and "differentiation of activities and level of centralization" are important criteria that are the basis of the structure of capability services are considered and also with respect to the fuzzy MICMAC analysis the criteria of "analysis and formulation of the strategy", "planning, control and integration of activities" and "physical quality" were classified as the "most important" criteria of service capabilities that have high power to influence they have other criteria, so Iran's small enterprises need to take major steps to strengthen this criteria
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