Designing a service quality management paradigm model: a foundational data theory approach
Subject Areas : Futurologyseyed 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 faculty of Tehran Islamic Azad University of Science and Research
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: The success of organizations depends on identifying the current and future expectations of customers and integrating them into decisions to face the uncertain future. Adapting the service features to the changing demands shows the need for future study in service quality for all organizations that are in contact with customers. Objective: The purpose is to provide a paradigmatic Providing service quality management model with a future research approach (case study: active industries of Khuzestan province) Methods: The research method is mixed and exploratory, and according to the future research approach, the scenario writing method was used. The statistical population in the qualitative phase of the research was the experts of industrial companies in Khuzestan province. The sampling method was the snowball sampling technique, which reached 18 samples for modeling. The statistical population in the quantitative section consisted of 400 heads and managersand 182 people were selected by random sampling. Findings: Based on the analysis of the qualitative data obtained from the interviews and the coding using MAXQDA software, 103 codes and 20 categories were identified. Tthe relationship between variables was tested and confirmed based on a causal structure with PLS software. Also, eight scenarios for the future were compiled using the mutual impact analysis matrix, and selected three acceptable scenarios (optimistic, probable and pessimistic). Conclusion: According to each scenario, appropriate suggestions were presented to help managers to make strategic decisions in order to grow and develop the quality of services related to the industry and a favorable future.
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