Volume 23, Issue 3 (11-2024)
jhosp 2024, 23(3): 337-351 |
Back to browse issues page
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
Goodarzi M, Torabi M, Ahmadi M, Hamidi H, Elmi S, Karimi R S, et al . The Role of the Electronic Service Desk in Enhancing Structural Capital at Tehran University of Medical Sciences During the COVID-19 Pandemic. jhosp 2024; 23 (3) :337-351
URL: http://jhosp.tums.ac.ir/article-1-6710-en.html
URL: http://jhosp.tums.ac.ir/article-1-6710-en.html
Maryam Goodarzi1 
, Mashallah Torabi * 2, Maryam Ahmadi3 , Hamideh Hamidi3 , Samira Elmi3 , Reyhaneh Sadat Karimi4 , Fatemeh Golmahi3 , Samira Mortezaie3 , Parisa Nezari3
, Mashallah Torabi * 2, Maryam Ahmadi3 , Hamideh Hamidi3 , Samira Elmi3 , Reyhaneh Sadat Karimi4 , Fatemeh Golmahi3 , Samira Mortezaie3 , Parisa Nezari3
1- Ph.D, Tehran University of Medical Sciences, Tehran, Iran.
2- Assistant Professor, Research Center for Science and Technology in Medicine, Head of Service Desk and Office Automation, Tehran University of Medical Sciences, Tehran, Iran. ,mtorabi@tums.ac.ir
3- MSc, Service Desk and Office Automation, Tehran University of Medical Sciences, Tehran, Iran.
4- Responsible of Service Desk of Education Deputy, Tehran University of Medical Sciences, Tehran, Iran.
2- Assistant Professor, Research Center for Science and Technology in Medicine, Head of Service Desk and Office Automation, Tehran University of Medical Sciences, Tehran, Iran. ,
3- MSc, Service Desk and Office Automation, Tehran University of Medical Sciences, Tehran, Iran.
4- Responsible of Service Desk of Education Deputy, Tehran University of Medical Sciences, Tehran, Iran.
Abstract: (46 Views)
Background and purpose: In the current decade, the development of intellectual capital has emerged as a key driver for enhancing both individual and organizational performance. The deployment of electronic service desks can contribute significantly to this development, particularly in strengthening structural capital. This study aimed to examine the impact of implementing an electronic service desk on the structural capital of Tehran University of Medical Sciences during the COVID-19 pandemic.
Methods: This qualitative study employed a multi-case research approach. Data were collected through semi-structured interviews with managers and experts in the domains of service desk operations and university education. Additional data were gathered by reviewing institutional documents and client feedback reports. Identified factors were subsequently validated through focus group discussions. Content analysis was used to analyze the data.
Results: The most prominent impact of the electronic service desk was improved management of client-related statistics and enhanced reporting capabilities to relevant authorities. Other significant effects included easier user access, the ability to refer documents to other departments or organizations, improved resolution of requests during initial user contact, and enhanced interactions with clients.
Conclusion: The electronic service desk played a vital role in sustaining and enhancing the quality of educational services during the pandemic, while aligning with public health protocols. Furthermore, it laid the foundation for managerial innovation within the university’s educational service delivery system.
Methods: This qualitative study employed a multi-case research approach. Data were collected through semi-structured interviews with managers and experts in the domains of service desk operations and university education. Additional data were gathered by reviewing institutional documents and client feedback reports. Identified factors were subsequently validated through focus group discussions. Content analysis was used to analyze the data.
Results: The most prominent impact of the electronic service desk was improved management of client-related statistics and enhanced reporting capabilities to relevant authorities. Other significant effects included easier user access, the ability to refer documents to other departments or organizations, improved resolution of requests during initial user contact, and enhanced interactions with clients.
Conclusion: The electronic service desk played a vital role in sustaining and enhancing the quality of educational services during the pandemic, while aligning with public health protocols. Furthermore, it laid the foundation for managerial innovation within the university’s educational service delivery system.
Type of Study: Original Article |
Subject:
سایر
Received: 2024/12/10 | Accepted: 2025/03/8 | Published: 2025/03/30
Received: 2024/12/10 | Accepted: 2025/03/8 | Published: 2025/03/30
Send email to the article author
| Rights and permissions | |
 |
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
