Modeling service open innovation with the approach of service quality improvement and organizational development in service organizations

Subject Areas :

Alireza Safarpour ¹ (PhD student in Public Administration, Decision Making and Public Policy, Islamic Azad University, Sari, Iran)
Rahman Ghaffari ² (Assistant Professor, Department of Public Administration, Faculty of Humanities, Islamic Azad University, Sari Branch, Sari, Iran)
Masoud Ahmadi ³ (Assistant Professor, Department of Public Administration, Faculty of Humanities, Islamic Azad University, Sari Branch, Sari, Iran)

Received: 2021-05-14 Accepted : 2021-05-16 Published : 2021-11-22

Keywords: Service Quality, Innovation, service open innovation, municipality,

Abstract :

The purpose of this study is to design a model of open service innovation, based on service quality improvement, a combined research method based on exploratory mixed research (qualitative-quantitative). Statistical population in the qualitative part of a group of experts including senior and experienced managers of municipalities and deputy mayors, senior governors, managers of municipal cooperation organizations and professors of public administration in universities and in the quantitative part; There were 500 mayors, council members, deputy mayors, university professors, the National Elite Organization, managers of the Municipal Cooperation Organization, and managers of the Science and Technology Park in Mazandaran Province; In the qualitative part, using the snowball method to reach theoretical saturation, in-depth interviews were conducted with 15 experts, and in the quantitative part, to measure the model, a researcher-made questionnaire with relative cluster sampling method was used among 217 samples. ‌ ها was distributed. The validity of the 74-item questionnaire was confirmed by face and content method and its reliability was confirmed by Cronbach's alpha method. Data were analyzed in qualitative stage with grounded theory technique with MAXqda2018 software and in quantitative stage with structural equations (heuristic and confirmatory factor analysis) with SPSS and AMOS software. The results of the quality section indicate that the open service innovation model, based on quality improvement of services with 16 dimensions in terms of causal conditions (rapid change of technologies, ability to absorb ideas, environmental dynamics), contextual conditions (organizational attitude and culture, facilities and Equipment, individual factors), intervention conditions (planning, participatory capabilities,