نوآوري در خدمات (مفاهيم، ویژگی‌ها، رويکردها، دیدگاه‌ها و سیاست‌ها)
محورهای موضوعی : مديريت تکنولوژيمصطفی صفدری رنجبر 1 * , سید سروش قاضی نوری 2 , غلامرضا توکلی 3
1 - دانشگاه علامه طباطبایی تهران
2 - علامه طباطبایی
3 - دانشگاه صنعتی مالک اشتر تهران
کلید واژه: خدمات نوآوري رويکردها دیدگاه‌ها سیاست‌ها,
چکیده مقاله :
امروزه کليد کاميابي بسياري از شرکت‌هاي پيشرو و کشورهاي پيشرفته، توجه ويژه به بخش خدمات و نوآوري در کسب و کارهاي خدماتي است. به گزارش سازمان همکاري و توسعه اقتصادي (OECD)، امروزه بخش خدمات بيش از 60 درصد از اقتصاد چهل کشور مطرح دنيا را شامل مي‌شود. همچنين، سهم خدمات در اقتصاد کشور ما نيز در سال‌هاي گذشته رشدي شتابان داشته و از مجموع سهم بخش‌هاي صنعت و کشاورزي فراتر رفته است. عليرغم جايگاه کليدي خدمات در رشد و توسعه اقتصادي کشورها، اين موضوع در کشور ما از دیدگاه نظري مورد بي‌توجهي قرار گرفته است. لذا، با توجه به شواهد ارائه شده که همگي دلالت بر اهميت و جايگاه کليدي خدمات در اقتصاد کشورها دارد، لازم است تا موضوع نوآوري در خدمات مورد مطالعه و بررسي قرار گيرد و سياست‌ها و راهبردهايي براي ارتقاي آن در سطح کشور ارائه گردد. بنابراين، هدف اين مقاله آن است که ابتدا به مرور مفاهيم خدمات و نوآوري خدمات، ویژگی‌های نوآوري خدمات، برخي پژوهش‌های انجام شده در زمينه نوآوري خدمات و رويکردهاي موجود در رابطه با موضوع نوآوري در خدمات بپردازد. علاوه بر این، به سیاست‌های مطرح شده توسط دانشگاه کمبریج و برخی پژوهشگران به منظور ارتقای نوآوری در بخش خدمات اشاره شده است. در پايان نيز برخي سياست‌هاي پيشنهادي در راستاي ارتقاي نوآوري در بخش خدمات ارائه می‌گردند که شامل پیشنهاداتی برای پژوهشگران، نوآوران و سیاستگذاران می‌شود. شرکت‌ها و سازمان‌های فعال در حوزه‌های خدماتی می‌توانند با اجرای پیشنهادهای ارائه شده، نرخ نوآوری‌های خدماتی را افزایش دهند.
The attention to service sector and innovation in service organizations is the key factor effective on many leading companies and developed countries successes. According to Organization for Economic Cooperation and Development (OECD) report, today service sector comprises 60 percent of economy of forty superior economic countries in the world. Also, evidences show that, the share of service sector in our economy in recent years has increased and it is more than the total shares of industry and agriculture sectors. Despite the key role of service in the economic development of countries, this issue has been ignored in terms of theory in our country. Evidences that imply the importance and essence of service sector in the economy of many countries show the necessity of studying the issue of services innovation and presenting several related policies and strategies in order to enhancing service innovation in our country. In order to filling this gap, this paper aims at reviewing the concepts of service and service innovation, service innovation features, some researches in the field of service innovation and existing approaches about service innovation. Furthermore, some proposed policies by Cambridge University and several researchers were presented regarding to service innovation. At the end some recommended policies toward enhancing innovation in service sector are presented that encompass some suggestions for researchers, innovators and policy makers. Companies and organization in service sectors can enhance rate of innovation by implementing the proposed suggestions in this paper.
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