پیوندهای مفید
اخبار و اعلانات
آمار
| تعداد نشریات | 158 |
| تعداد شماره‌ها | 6,230 |
| تعداد مقالات | 67,764 |
| تعداد مشاهده مقاله | 115,153,830 |
| تعداد دریافت فایل اصل مقاله | 89,911,812 |
بررسی تأثیر مشتری‌گرایی مؤسسات خدماتی و بهداشتی بر نوآوری راهبردی (مطالعۀ موردی: بیمارستان نیکان) | ||
| مدیریت دولتی | ||
| مقاله 8، دوره 7، شماره 4، دی 1394، صفحه 803-818 اصل مقاله (311.74 K) | ||
| نوع مقاله: مقاله علمی پژوهشی | ||
| شناسه دیجیتال (DOI): 10.22059/jipa.2015.57356 | ||
| نویسندگان | ||
| محمد حقیقی* 1؛ سونیا عطایی سعیدی2؛ علی غفاری3 | ||
| 1دانشیار، مدیریت بازرگانی، دانشکدة مدیریت دانشگاه تهران، تهران، ایران | ||
| 2کارشناس ارشد مدیریت بازرگانی، دانشگاه تهران پردیس ارس، ایران | ||
| 3کارشناس ارشد MBA، دانشگاه تهران ، ایران | ||
| چکیده | ||
| هدف پژوهش حاضر، بررسی تأثیر مشتری‌گرایی بر نوآوری راهبردی در بیمارستان نیکان است. این تحقیق، از نظر هدف کاربردی و از نظر روش، توصیفی است که بهروش پیمایش انجام شده است. جامعۀ آماری پژوهش شامل مدیران و مشتریان بیمارستان نیکان است. تعداد مشتریان نامحدود و تعداد مدیران 20 نفر است. با استفاده از جدول مورگان، 19 نمونه برای استفادۀ آمار استنباطی و درمجموع، 349 نفر نمونه انتخاب شدند. با پخش تعداد بیشتری پرسشنامه، درمجموع 350 نمونۀ سالم تحلیل شدند. برای نمونه‌گیری، از روش نمونه‌گیری تصادفی طبقه‌ای استفاده شد. پرسشنامۀ مشتری‌گرایی داخلی توسط مدیران و سایر بخش‌ها توسط مشتریان تکمیل شد. نتایج نشاندهندۀ تأثیر مثبت و معنادار مشتری‌گرایی و انواع آن بر نوآوری راهبردی است. | ||
| کلیدواژه‌ها | ||
| بیمارستان نیکان؛ مشتری‌گرایی؛ مشتری‌گرایی داخلی؛ مشتری‌گرایی خارجی؛ نوآوری راهبردی | ||
| عنوان مقاله [English] | ||
| An Investigation of the Effect of customer orientation of service and health institutions on strategic innovation (A Case of Nikan Hospital) | ||
| نویسندگان [English] | ||
| Mohammad Haghighi1؛ Sonia Ataei Saeidi2؛ Ali Ghafari3 | ||
| چکیده [English] | ||
| The Aim of This Study is Investigation of the effect of customer orientation on strategic innovation in Nikan Hospital, which considered as an applied research and the research methodology as descriptive and based on Survey. The population consisted of hospital managers and customers of Nikan Hospital; Customers Were Unlimited and Managers Population Consisted of 20 Person and the number of managers with the Morgan Sampling Table Selected as 19 samples for use in inferential statistics, In total, 349 samples Selected So for Decreasing the number of Responses, 350 Correct Questionnaire were analyzed in total. In this study, stratified random sampling method was used, In This Research, Internal Customer Orientation Questionnaire was completed by managers and other sectors of questionnaires completed by customers, results showed significant positive effect of customer orientation on Strategic Orientation. | ||
| کلیدواژه‌ها [English] | ||
| customer orientation, Nikan Hospital, Strategic orientation | ||
| مراجع | ||
|
Abraham, J. L., & Knight, D. J. (2001). Strategic innovation: Leveraging creative action for more profitable growth. Strategy & leadership, 29(1): 21-27.
Anderson, E. W., Fornell, C. & Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: Findings from Sweden. The Journal of marketing, 58(3): 53-66.
Azar, A. & Momeni, M. (2006). Statistics and applications in management, (statistical analysis), First Vol. 10th edition. Tehran: Samt. (In Persian)
Baden-Fuller, C. & Stopford, J. M. (1992). Rejuvenating the mature business: The competitive challenge. Routledge.
Bei, L. T. & Shang, C. F. (2006). Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality. Journal of retailing and consumer services, 13(1): 1-13.
Chan Kim, W. & Mauborgne, R. (2004). Value innovation: The strategic logic of high growth. Harvard business review, 82(7-8): 172-180.
Cho, H. J. & Pucik, V. (2005). Relationship between innovativeness, quality, growth, profitability, and market value. Strategic management journal, 26(6): 555-575.
Desouza, K. C., Awazu, Y., Jha, S., Dombrowski, C., Papagari, S., et al. (2008). Customer-driven innovation. Research-Technology Management, 51(3): 35-44.
Drucker, P. F. (1994). The theory of the business. Harvard business review, 72(5): 95-104.
Eggert, A. & Ulaga, W. (2002). Customer perceived value: A substitute for satisfaction in business markets? Journal of business & industrial marketing, 17(2-3): 107-118.
Fecikova, I. (2004). An index method for measurement of customer satisfaction. The TQM magazine, 16(1): 57-66.
Fuller, C. B. & Pitt, M. (Eds.). (1996). Strategic Innovation: An International Casebook on Strategic Management. Chapman & Hall.
Gilbert, G. R. & Veloutsou, C. (2006). A cross-industry comparison of customer satisfaction. Journal of services marketing, 20(5): 298-308.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management, 7(4): 27-42.
Hamel, G. (1998). Opinion: strategy innovation and the quest for value. MIT Sloan management review, 39(2): 8.
Hanan, M., & Karp, P. (1989). Customer satisfaction: How to maximize, measure, and market your company's ultimate product. American Management Association.
Hawkins, D. I., Best, R. J. & coney, K. A. (2006). Consumer Behavior: Building Marketing Strategy, 9th Edition. Translated by: Rousta, A. & Bathaii, A. Tehran: Sargol. (In Persian)Kanousi, A. (2005). An empirical investigation of the role of culture on service recovery expectations. Managing service quality: An international journal, 15(1): 57-69.
Khoshdahan, A. (2002). Understanding the concepts and measurement of customer satisfaction. Tehran: Khoshdahan. (In Persian)
Kim, W. C., & Mauborgne, R. (1999). Creating new market space. Harvard Business Review, 77(1): 83-93.
Kotler, Ph. (2008). marketing management. Translated by: Forouzandeh, B. Isfahan: Amoukhteh.(In Persian)
Lau, W. J. & Lu, W. (2004). How enterprise make strategic innovation? Productivity research, 7: 143-146.
Lin, H. (2008). Strategic innovation models of transformated enterprise. China Collective Economy.
Markides, C. (1997). Strategic innovation. Sloan Management Review, 38: 9-24.
Markides, C. (1998). Strategic innovation in established companies. MIT Sloan management review, 39(3): 31.
Moingeon, B. & Lehmann-Ortega, L. (2006). Strategic moingeon innovation: How to grow in mature markets. European Business Forum, 24: 50-54.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of marketing research, 17: 460-469.
Palmer, D., & Kaplan, S. (2007). A framework for strategic innovation. Innovation Point LLC. San Francisco.
Peppers, P. & Rogers, M. (2002). The one to one manager: Real world lessons in customer relationship management. Translated by: Ayari, A. Tehran: Afra. (In Persian)
Peter, D. (2001). The discipline of innovation. Harvard Business Review, 95-98.
Philpott, K., & Doley, L. (2009). Channel innovation in the retail banking sector: Best practice initiatives, Customer-orientation and emerging strategic Foci. International Journal of Arts and Sciences, 3 (2): 66-82 (2009). CD-ROM, ISSN: 1944, 6934.
Rajagopalan, N. & Spreitzer, G. M. (1997). Toward a theory of strategic change: A multi-lens perspective and integrative framework. Academy of management review, 22(1): 48-79.
Rangan, V. K. & Bowman, G. T. (1992). Beating the commodity magnet. Industrial marketing management, 21(3): 215-224.
Schlegelmilch, B. B., Diamantopoulos, A. & Kreuz, P. (2003). Strategic innovation: the construct, its drivers and its strategic outcomes. Journal of strategic marketing, 11(2): 117-132.
Stephen, P. R. (1979). Organizational behaviour [M]. China Renmin University Press. | ||
|
آمار تعداد مشاهده مقاله: 1,802 تعداد دریافت فایل اصل مقاله: 1,014 |
||