بررسی قابلیت های خدماتی در صنایع کوچک ایران با استفاده از ادغام فرآیند تحلیل سلسله مراتبی فازی و دیمتل فازی: دیدگاه مبتنی بر منابع

نوع مقاله : علمی پژوهشی

نویسندگان

1 دانشجوی دکتری گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد،دانشگاه تربیت مدرس،تهران،ایران

2 استاد گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد، دانشگاه تربیت مدرس، تهران، ایران

3 استاد گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد، دانشگاه تربیت مدرس، تهران،ایران

4 دانشیار گروه مدیریت صنعتی، دانشکده مدیریت و اقتصاد، دانشگاه تربیت مدرس، تهران،ایران

چکیده

براساس دیدگاه مبتنی بر منابع، قابلیت‌های خدماتی موقعیت رقابتی را ارتقا می‌بخشند که ابعاد قابلیت‌های مدیریتی، سازمانی، بازاریابی و کیفیت خدمات را شامل می­شوند. با توجه به اهمیت بررسی این قابلیت‌ها از حیث اینکه به‌صورت مجزا و مستقل از عملکرد موردبررسی قرار بگیرند، در این مقاله از ترکیب AHP فازی و دیمتل فازی برای ارزیابی ابعاد و شاخص‌ها و همچنین تعیین و تجزیه و تحلیل شدّت روابط بین شاخص‌هایقابلیت‌های خدماتی استفاده شد. در تحقیقات پیشین، نحوه تعیین اوزان در روش دیمتل فازی مشخص نشده است. اما در این تحقیق رویکردی نو در تعیین اوزان دیمتل فازی ارائه گردید. بر اساس فرآیند پنج مرحله‌ای تحقیق، نتایج از طریق پرسشنامه‌های مجزا و نظرخواهی از 10 نفر از خبرگان بدین‌صورت حاصل گردید که قابلیت‌های مدیریتی و سازمانیاز دیگر ابعاد مهم‌تراند و همچنین شاخص "تحلیل و شکل‌دهی استراتژی" از دیگر شاخص‌هامهم‌تر بوده، به‌عنوان یک نتیجه کلی در صنایع کوچک ایران، شاخص "کیفیت شرکت" به نسبت دیگر شاخص‌ها از اولویت بیشتری برخوردار است.

کلیدواژه‌ها


عنوان مقاله [English]

Integrating Fuzzy Analytic Hierarchy Process and Fuzzy DEMATEL to Investigate Service Capabilities in Iranian Small Enterprises: A Resource-Based Perspective

نویسندگان [English]

  • davod khosroanjom 1
  • Ali Rajab Zadeh Qatari 2
  • adel azar 3
  • abbas moghbel 4
1 PhD Candidate, Department of Industrial Management, Faculty of Management & Economic, Tarbiat-e Modares University, Tehran, Iran.
2 Professor, Department of Industrial Management, Faculty of Management & Economic, Tarbiat-e Modares University, Tehran, Iran.
3 Professor, Department of Industrial Management, Faculty of Management & Economic, Tarbiat-e Modares University, Tehran, Iran
4 Associate Professor, Department of Industrial Management, Faculty of Management & Economic, Tarbiat-e Modares University, Tehran, Iran
چکیده [English]

Based on a resource-based perspective, the service capabilities comprisemanagerial, organizational, marketing, and service quality components that can enhance the competitive position. Owing to the key roles these capabilities may play in isolation and independent of the performance, the current study aimed to investigate the dimensions and criteria of service capabilities in Iranian Small Enterprises (ESs) employing a combination of fuzzy AHP and fuzzy DEMATELand to analyze and delineate the intensity of relationships among them.Alarge gap in existing research on fuzzy DEMATEL weights concerns determination of weights. Hence, the present five-phase study set out to bridge this gap by proposing an innovative approach to determine weights. The research data were collected through a questionnaire and a survey of the views of 10 experts in the field and the analyses of the data underscored the paramount importance of the managerial and organizational capabilities. In addition, the "analysis and formulation of the strategy" criterion was found to be more important than the others. Overall, the criterion of "Corporate Quality" can be considered as the most important criterion in Iranian ESs which should be prioritized.

کلیدواژه‌ها [English]

  • Fuzzy AHP
  • Fuzzy DEMATEL
  • Corporate Quality
  • Managerial capabilities
  • Service Capabilities
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