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ارائه چارچوب طراحی خدمت با استفاده از روش فراترکیب | ||
فصلنامه علمی پژوهشی توسعه کارآفرینی | ||
دوره 16، شماره 1 - شماره پیاپی 59، خرداد 1402، صفحه 77-91 اصل مقاله (944.34 K) | ||
نوع مقاله: مقالات پژوهشی- کیفی | ||
شناسه دیجیتال (DOI): 10.22059/jed.2023.349257.654057 | ||
نویسندگان | ||
صدف سرتیپی؛ رضا محمدکاظمی* ؛ محمود احمدپور داریانی؛ کمال سخدری | ||
گروه کسب و کار جدید، دانشکده کارآفرینی، دانشگاه تهران، تهران، ایران. | ||
چکیده | ||
هدف: طراحی خدمت فرآیندی انسان محور، خلاق و تکرارپذیر است که منجر به نوآوری در خدمت می شود و از طریق درک تجربه مشتری، راه حل های عملی برای خدمت ایجاد می کند که سازمان ها را قادر می سازد از پسرفت و شکست دوری گزینند و خدمات مفیدتر، کاربردی و دلپذیرتر برای مشتری ایجاد کنند. در این پژوهش با واکاوی مطالعات طراحی خدمت، چارچوب مفهومی طراحی خدمت ارائه شده است . روش تحقیق: روش پژوهش از منظر هدف کاربردی و از نظر پژوهشی، اسنادی-فراترکیب است.پژوهش حاضر بر اساس الگوی هفت مرحلهای ساندوسکی و باروسو انجام شد که مطابق این روش ضمن مرور نظاممند طیف گستردهای از ادبیات کیفی مرتبط با طراحی خدمت با کلید واژه "Service Design"، بررسی شده اند. جامعه پژوهش مورد مطالعه در این تحقیق، 80 پژوهش از مقالات معتبر علمی بین سالهای 1982-2022 بود. یافته ها: با شناسایی 59کد باز از این مقالات، 21 کد محوری و متمایز حاصل شد که این مضامین در قالب 6 تم کلان بهعنوان ابعاد و فرایند طراحی خدمت، چالشهای آن و نتایج به کارگیری طراحی خدمت در بنگاه و برای مشتری و جامعه به شکل یک چارچوب منسجم ارائه گردید. نتایج تحقیق می تواند مبنایی برای مزایای به کارگیری طراحی خدمت در بنگاهها و در سطح جامعه باشد نتیجه گیری: این پژوهش یک چارچوب جامع برای طراحی خدمت ارائه داده است که به سازمانها کمک میکند تاز خدمات انسان محور، نوآورانه و تکرارپذیر بهرهمند شوند. این چارچوب شامل فرایند و ابعاد طراحی خدمت، چالشهای آن و نتایج به کارگیری طراحی خدمت در بنگاه و برای مشتری و جامعه است. با بهرهگیری از این چارچوب، سازمانها میتوانند از پسرفت و شکست دوری کرده و خدمات مفیدتر، کاربردی و دلپذیرتری برای مشتریان ایجاد کنند. نتایج این پژوهش میتواند به عنوان مبنایی برای بهرهمندی از طراحی خدمت در بنگاهها و سطح جامعه به کار گرفته شود. | ||
کلیدواژهها | ||
طراحی خدمت؛ فراترکیب؛ موفقیت کسب و کار؛ نوآوری | ||
مراجع | ||
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