شناسایی شاخص‌های قابلیت‌های خدماتی در صنایع کوچک ایران با استفاده از روش دلفی فازی: نگاشت و تجزیه و تحلیل شاخص‌ها با استفاده از میک‌مک فازی و دیمتل فازی

نوع مقاله : مقاله پژوهشی

نویسندگان

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

10.22070/cs.2021.13724.1038

چکیده

صنایع کوچک نقش قابل توجهی را در توسعه کسب و کار و در بهبود وضعیت اقتصادی دارند. با این حال مطالعات نشان می­دهد که این صنایع از قدرت رقابت­پذیری کافی برخوردار نیستند و پیچیده­تر شدن محیط رقابتی، چالش­های عمده­ای برای این صنایع بوجود آورده است. تشخیص موقعیت رقابتی منوط به شناسایی منابع ایجاد رقابت­پذیری است. از دیدگاه مبتنی برمنابع، ارائه خدمات بطور عمده به منابع و قابلیت­های سازمان بستگی دارد تا در بلندمدت مزیت رقابتی پایدار را ایجاد نماید. هدف از انجام این مطالعه، شناسایی و تعیین قابلیت­هایی است که بیشترین تأثیر را در مزیت رقابتی صنایع کوچک ایران بوجود می­آورند. براساس دیدگاه مبتنی بر منابع، ابعاد و قابلیت­های خدماتی شامل قابلیت­های مدیریتی، سازمانی، بازاریابی و کیفیت خدمات به صورت جامع از طریق مطالعه اسنادی و به کمک روش دلفی فازی و نظر 10 نفر از خبرگان شناسایی شدند. به منظور ساختاردهی به روابط بین شاخص­های قابلیت­های خدماتی و ارزیابی قدرت نفوذ و وابستگی آنها از میک­مک ­فازی و جهت شناسایی قابلیت­هایی که بیشترین مزیت رقابتی را برای صنایع کوچک به ارمغان می­آورند با ارائه رویکردی نو در محاسبه اوزانِ شاخص­ها از روش دیمتل فازی استفاده گردید. نتایج نشان داد شاخص­های "کیفیت شرکت"، "تحلیل و شکل­دهی استراتژی" و "رهبری" می­توانند جایگاه شرکت­های صنایع کوچک را در بازار رقابتی حفظ و مزیت رقابتی را ایجاد نمایند.

کلیدواژه‌ها

عنوان مقاله [English]

Identification the Service Capabilities Criteria in Iran's Small Enterprises Using Fuzzy Delphi method: Mapping and analysis of Criteria Using Fuzzy MICMAC and Fuzzy DEMATEL

نویسندگان [English]

  • davod khosroanjom 1
  • Ali Rajabzadeh Ghatari 2
  • Adel Azar 2
  • Abbas Moghbel 3

1 Ph.D. in Industrial Management of Faculty of Management & Economic, Tarbiat Modares University, Tehran, Iran

2 Professor of Faculty of Management & Economic, TarbiatModares University, Tehran, Iran

3 Associate Professor of Faculty of Management & Economic, TarbiatModares University, Tehran, Iran

چکیده [English]

Small enterprises play a significant role in business development and improving the economic situation. However, studies show that these criteria do not have enough competitiveness and the increasing complexity of the competitive environment has created major challenges for these industries. Identifying a competitive position depends on identifying the sources of competitiveness. From a resource-based view, service delivery depends largely on the organization's resources and capabilities to create a sustainable competitive advantage in the long run. The purpose of this study is to identify and determine the capabilities that have the greatest impact on the competitive advantage of small enterprises in Iran. Based on the resource-based view, service dimensions and capabilities, including managerial, organizational, marketing and service quality capabilities were comprehensively identified through documentary study and with the help of Fuzzy Delphi method and the opinion of 10 experts. In order to structure the relationships between service capability criteria and evaluate their penetration power and dependence on Fuzzy MICMAC and to identify the capabilities that bring the most competitive advantage to small industries by providing a new approach to calculating the weights of criteria by the method Fuzzy DEMATEL was used. The results showed that the criteria of "Corporate Quality", "Analysis and formulation of the strategy" and "Leadership" can maintain the position of small industries in the competitive market and create a competitive advantage.

کلیدواژه‌ها [English]

  • The Service Capabilities
  • competitive advantage
  • Fuzzy MICMAC
  • Small Enterprises
  • Fuzzy DEMATEL
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