PROVIDING A SERVICE PRODUCTIVITY PROMOTION MODEL IN PUBLIC ORGANIZATIONS BASED ON THE SERVICE COMPLEXITY

Objective: This research aims at providing a service productivity promotion model in public organizations based on the service complexity. Methods: This research is applied based on its objective, descriptive-surveying based on inferential method, and qualitative and quantitative based on data nature. 16 experts of the productivity field in university were selected in the qualitative part for semi-structured interviews and the managers of the governmental organizations of Tehran province were selected by the theoretical sampling method. Then, the interviews were analyzed using the grounded theory approach and NVivo Plus 2020 software. The sampling was multi-stage relative stratified in the quantitative part of research that totally 384 samples are acceptable based on Cochran formula. Therefore, the questionnaires were distributed in 5 districts of the state, and data of 390 questionnaires was filled and then analyzed by data analysis algorithm in PLS software. Findings: 143 items were obtained in the qualitative part of research during open coding, about as basic concepts from the text of the interviews, which were classified in the form of 31 sub-indexes and 11 main indexes as well as five dimensions. Later, the model was confirmed after testing in the quantitative part of research. Conclusion: According to the research findings, the public organizations should mention that the only attention to the effective factors on productivity is not enough, but considering a hybrid model are essential to decrease and control the complexity for service productivity promotion.