文章基本信息

标题：Analyzing the Critical Success Factors in New Service Development (NSD) Using Structural Equations Model (Case Study: Region 1 of Municipality of Tehran)
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作者：Seyed Habib Allah Mirghafoori ; Maysam Shafiee Roodposhti ; Fatemeh Malekshahi 等
期刊名称：Iranian Public Administration
印刷版ISSN：2008-5877
电子版ISSN：2423-5342
出版年度：2015
卷号：6
期号：2
页码：375-400
出版社：University of Tehran Electronic Journals Database
摘要：Globalization and high pace of technological processes, achieved by information technology, increase the pressure on private and public organizations to compete for providing new services. The service sector accounts for the largest employment growth and value-added in developed economies. Therefore, extensive studies on developing new services and their success factors have become more important. In this regard, the present study is carried out with the purpose of investigating critical success factors and presenting a model for new service development. The population of this study consists of two groups; the first group includes managers and experts of municipality for identifying CSFs and the second group includes citizens of region 1 of Tehran in order to evaluate the performance of municipality in NSD. For collecting data, two questionnaires of identifying CSFs and evaluating the performance are used. Structural equations model and Topsis and Vikor decision making techniques are employed to examine the questions. For presenting obvious and practical results, CSFs that are confirmed in the model are included in importanceperformance matrix and are divided into 4 sections the most important of which are those located in the second quarter. Therefore, municipality must improve its performance in these items to successfully develop its services.
关键词：Critical Success Factors;Municipal Services;New Service Development;Service