Designing a service quality management paradigm model: a foundational data theory approach
Subject Areas : Public Policy In Administrationseyed esmail Mostafavi 1 , قنبر امیرنژاد 2 , , Aboutrab Alirezaei 3
1 - Department of Industrial Management, South Tehran branch, Islamic Azad University, Tehran, Iran
2 - Member of the scientific faculty of Islamic Azad University, Tehran Science and Research Unit
3 - Department of Industrial Management, School of Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
Keywords: Service quality management, paradigm model, foundational data theory, active industries of Khuzestan province,
Abstract :
Background: Quality is a key factor for survival and future development of any organization and an important factor for gaining competitive advantage. One of the basic tasks of management is choosing a combination of service quality characteristics that is optimal for customers. Purpose: This research was conducted with the aim of identifying effective factors in service quality management of industrial companies active in Khuzestan province with the approach of foundational data theory. Methods: This research presented the service quality management model in the active industries of Khuzestan province by using the qualitative research method and data-based theory derived from the theory of Strauss and Corbin (1998). Data analysis was done using the open, central and selective three-step coding method using MaxQuda software. The selection of the sample size using the snowball sampling method reached 18 samples through theoretical saturation. Findings: Based on the analysis of the qualitative data obtained from the interview, 103 open codes and 20 categories were determined. Conclusion: According to the results of the research, managers of industrial companies can develop their efficiency and effectiveness in the field of service quality management by using the paradigm model presented in this research.
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