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شناسایی و اولویت بندی معیارهایی برای ارزیابی عملکرد زنجیره تامین خدمات | ||
| مدیریت صنعتی | ||
| مقاله 9، دوره 7، شماره 1، فروردین 1394، صفحه 151-174 اصل مقاله (998.59 K) | ||
| نوع مقاله: مقاله علمی پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22059/imj.2015.50683 | ||
| نویسندگان | ||
محمود رضا مستقیمی1؛ محمد رحیم رمضانیان2؛ محمد اسماعیل زاده  3
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| 1استادیار گروه مدیریت دانشکدة ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران. | ||
| 2استادیار گروه مدیریت دانشکدة ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران | ||
| 3دانشجوی کارشناسی ارشد مدیریت صنعتی دانشکدة ادبیات و علوم انسانی، دانشگاه گیلان، رشت، ایران. | ||
| چکیده | ||
| بحث مدیریت زنجیرة تأمین و ارزیابی عملکرد زنجیرة تأمین در شرکت‌های خدماتی در مقایسه با شرکت‌های تولیدی بسیار کم و محدود است؛ بنابراین ضرورت مطالعات بیشتر در این حوزه وجود دارد. از این‌رو، هدف از این مقاله شناسایی و اولویت‌بندی شاخص‌های ارزیابی عملکرد زنجیرة تأمین خدمات است؛ بنابراین در ابتدا با مرور ادبیات موضوع به تعریف فرایندهای زنجیرة تأمین پرداخته شد. سپس معیارهای اندازه‌گیری این فرایندها تشریح شد. بعد از استخراج معیارهای ارزیابی عملکرد، این معیارها با شاخص‌های مدل اسکور و سروکوال دسته‌بندی شدند و درخت تصمیم‌گیری طراحی شد. در ادامه، پرسشنامه تهیه و در بین مدیران هتل‌های پنج ستارة شهر تهران، به‌عنوان خبرگان صنعت خدمات، توزیع شد. بعد از جمع‌آوری پرسشنامه از روش AHP فازی برای اولویت‌بندی معیارها استفاده شد. درنهایت، تحلیل‌ها انجام گرفت و معیارها دسته‌بندی شد. نتایج نشان می‌دهد شاخص قابلیت اطمینان دارای بالاترین اولویت و شاخص ملموس‌بودن دارای کمترین اهمیت در زنجیرة تأمین خدمات است. | ||
| کلیدواژه‌ها | ||
| ارزیابی عملکرد زنجیرة تأمین؛ زنجیرة تأمین خدمات؛ مدل اسکور؛ مدل سروکوال | ||
| عنوان مقاله [English] | ||
| Identifying and prioritizing measures for evaluating the performance of services supply chain | ||
| نویسندگان [English] | ||
| Mahmoodreza Mostaghimi1؛ Mohammadrahim Ramezanian2؛ Mohammad Esmailzadeh3 | ||
| 1Assistant Prof., Faculty of Literature and Human Sciences, University of Gilan, Rasht, Iran | ||
| 2Assistant Prof., Faculty of Literature and Human Sciences, University of Gilan, Rasht, Iran | ||
| 3MSc. Student in Industrial Management, Faculty of Literature and Human Sciences, University of Gilan, Rasht, Iran | ||
| چکیده [English] | ||
| Compared to industrial companies, we have neither enough related literature nor available researches concerning the issue of evaluating the supply chain management as well as supply chain performance. Therefore, the current article aims to identify and prioritize measures of evaluating the performance of services supply chain. Thus, we first review the related text and define the processes of supply chain. Also, we explain the measures of evaluating the mentioned processes; finally, we sort the measures in accordance with Score and Seroquel models and we design the respected decision tree. The prepared questionnaires were distributed among the managers who are considered as the experts in service industries. Then, after gathering the completed questioners, we used fuzzy AHP for prioritizing and sorting the measures. The results show that the reliability indicator has the highest importance while intangibility has the least importance in supply chain services. | ||
| کلیدواژه‌ها [English] | ||
| evaluating the performance of services supply chain, Seroquel model, service supply chain, score modelb | ||
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