Hata Yönetimi Kültürü ve Hizmet Yenilikçiliği İlişkisi

Öz

Günümüzde şirketler sürdürülebilir rekabet üstünlüğü sağlamak için daha yenilikçi olma çabasındadır. Hatalar ise örgütler için öğrenme ve yenilik yapma gibi önemli sonuçlar doğurabilmektedir. Bu kapsamda çalışmanın amacı, kurumlardaki hata yönetimi ve hizmet yenilikçiliği ilişkisi ile ilgili olarak kavramsal bir çözümleme yapmaktır. Çalışmanın ilk bölümünde hata yönetimi ve hizmet yenilikçiliği kavramlarının detaylı olarak tanımlamalarına yer verilmiş olup, ilerleyen bölümlerinde ise söz konusu kavramların arasında bulunan ilişkinin teorik olarak incelemesi yapılmaktadır. Sonuç olarak çalışma hata yönetimi kültürünün hizmet yenilikçiliğine olan etkisi ile ilgili olarak teorik bir çerçeve oluşturmaktadır. Çalışmada ekonomik gelişmede önemli bir rol oynayan finans sektöründeki yenilikçilik faaliyetlerine de değinilmektedir.

Anahtar Kelimeler

• Hata Yönetimi, Hata Yönetimi Kültürü, Hizmet Yenilikçiliği

The Relationship of Error Management Culture and Service Innovativeness

Öz

Today companies strive for being more innovative to be able to provide sustainable competitive advantage. Errors can lead to significant results such as learning and innovation for organizations. Within this scope, the purpose of this study is to make a conceptual analysis on the relationship of error management and service innovativeness in organizations. The first section of the study includes the detailed definition of the concepts error management and service innovativeness while the other sections cover the analysis of the relationship between the concepts in a theoretical framework. As a result, the study provides a theoretical framework for the effect of error management culture on service innovativeness. Additionally, innovative activities within financial sector that play a crucial role in economic development are also touched upon in this study

Anahtar Kelimeler

• Error Management, Error Management Culture, Service Innovativeness

Kaynakça

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