ارائه چارچوب طراحی خدمت با استفاده از روش فراترکیب

نوع مقاله : مقالات پژوهشی- کیفی

نویسندگان

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

موضوعات

عنوان مقاله [English]

Presenting a service design model with meta-synthesis approach

نویسندگان [English]

  • sadaf sartipi
  • Reza Mohammadkazemi
  • Mahmood Ahmadpour daryani
  • kamal Sakhdari
Department of New Business, Faculty of Entrepreneurship, University of Tehran, Tehran, Iran.
چکیده [English]

Purpose: Service design, which is a human-centered, creative and, repetitive process, leads to service innovation. It creates practical service solutions and high quality ideas through understanding the customer experience that enable organizations to avoid failure and helps to create and improve more useful, practical and pleasant services for the customers. As the main purpose of this research, the conceptual framework of service design has been presented by analyzing the studies of service design.
Methodology:  The research method is considered applied in terms of the purpose in which a meta-synthetic approach based on documents has been used. According to seven-step model of Sandelowski and Barroso, we reviewed a wide range of qualitative papers then we scrutinize 80 papers from valid scientific articles from 1982-2022.
Findings: By identifying 59 open codes from these articles, 21 central and distinct codes were obtained, afterwards 6 macro themes presented as a coherent framework. The extracted themes are elements of service design, process of service design, its challenges and, its results for company, its results for customer and, finally its conclusions for society. The consequence of this research can be a basis for the application of service design in companies and at the community level.
Conclusion: In conclusion, the research provides a comprehensive framework for service design that can help organizations create human-centered, innovative, and repeatable services. The framework includes the process and dimensions of service design, its challenges, and the results of service design application in the enterprise and for customers and society. By applying this framework, organizations can overcome setbacks and failures and create more useful, practical, and enjoyable services for customers. The findings of this research can be used as a basis for the benefits of service design implementation in enterprises and at the societal level.

کلیدواژه‌ها [English]

  • Business success
  • innovation
  • meta synthesis
  • service design

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