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Open Access Article

1 - The Effect of Strategic Innovation on Customer’s Willingness to Buying: The Moderator role of Innovation Capabilities
esfandyar mohamadi vahid sharafi Saeid Vaisi

The purpose of this study was to study the impact of strategic innovation on the Customer’s Willingness to Buying Through the moderator role of innovation capabilities. The research method is descriptive correlational. The statistical population of the research was all More

The purpose of this study was to study the impact of strategic innovation on the Customer’s Willingness to Buying Through the moderator role of innovation capabilities. The research method is descriptive correlational. The statistical population of the research was all employees and customers of the Maskan bank of Ilam city, whose number in year 2017 was 90 and unlimited. Also The sample size was 73 and 384, which was used to obtain of them a stratified random sampling and Morgan table. To assess validity, content validity was used which was approved by 8 professors in the field of management. Cronbach's alpha coefficient was used to investigate the reliability of the research, The alpha coefficient for all variables and dimensions was higher than 0.9 which indicates a high reliability of the questionnaires. Data were analyzed using descriptive and inferential statistics using pls and spss software. In order to test the hypotheses, partial Least squares analysis was used, That Confirmatory factor analysis was performed on questionnaires and all questions had a factor load above 0.5 and significant values higher than 1.96. In the end, according to the statistical results, all the assumptions were confirmed, meaning that strategic innovation and its indicators on the on Customer’s Willingness to Buying, Through the moderator role of innovation capabilities had a significant effect. Manuscript profile

Open Access Article

2 - Enhancing Innovative and Sale Performance through Customer Knowledge Management
Nasser Asgari

In the competitive and dynamic environments of current businesses, distribution corporations attempt to utilize permanent and new resources of competitive advantage in order to improve their innovative and sale performance. Among different determinants of innovative and More

In the competitive and dynamic environments of current businesses, distribution corporations attempt to utilize permanent and new resources of competitive advantage in order to improve their innovative and sale performance. Among different determinants of innovative and sale performance this paper is to investigate the effects of customer knowledge management. For this purpose the simultaneous effects of three dimensions of customer knowledge (knowledge for, about and from customer) on the criteria of sale performance and innovative performance have been investigated. The research method is descriptive and correlational. The population of the research consists of 900 sellers of Behpakhsh Corporation. A sample of 270 subjects was selected as statistical sampling. Data collection tool is a standard questionnaire that was used for the survey. Statistical tests such as confirmatory factor analysis, path analysis and t-test are used for data analysis through the software LISREL and SPSS. The results show that all studied aspects of customer knowledge have positive and significant effects on the performance of the corporation. As well as the current status of these variables in this corporation have been appropriate. Finally, according to research findings, some suggestions are presented for improving innovative and sale performance of distribution corporations. Manuscript profile

Open Access Article

3 - Investigating the Mediating Role of Commitment and Satisfaction in Relationship between Service Quality and Customers' Retention in Banking Industry (Case Study: Post Bank Iran - Langarud Branches)
haniyeh alijani

In recent decades, the intensification of competition among enterprises/businesses for gaining a greater share of the market has led them to more accurate and deeper understanding of the needs and demands of customers. This research investigates the mediating role of co More

In recent decades, the intensification of competition among enterprises/businesses for gaining a greater share of the market has led them to more accurate and deeper understanding of the needs and demands of customers. This research investigates the mediating role of commitment and satisfaction in the relationship between service quality and customers' retention in Post Bank of Iran, Langarud branches. In terms of purpose, the present research is an applied one, and in terms of research design, it is descriptive correlation. The instrument is questionnaire answered by 119 clients Post Bank of Iran, Langarud branches. To test the research hypotheses, structural equations modeling with the partial least squares approach and Smart PLS were used. The results of the analysis showed that there is a positive and significant relationship between service quality, commitment, retention, and customers' satisfaction. Additionally, customers' commitment and satisfaction have a mediating role in the relationship between service quality and customers' retention. Manuscript profile

Open Access Article

4 - Model to improve banking by Using customer knowledge management and Mobile Banking and Its Impact on Customer Loyalty
narges rezaei malek

With progress of communication technology in the past two decades, use of ICT has become a success factor in the world of competition. To increase competition in the banking industry of Iran, many banks are willing to offer a unique service to their customers. Investmen More

With progress of communication technology in the past two decades, use of ICT has become a success factor in the world of competition. To increase competition in the banking industry of Iran, many banks are willing to offer a unique service to their customers. Investment of private banks has concentrated on the presenting special services. That has led to more successful in attracting and retaining customers. To evaluate the influencing factors on banking services improvement, information technology and knowledge management as key factors were identified. This paper is to identify the most effective indicators to assess the impact of knowledge management and information technology for improving customer service of bank on customer satisfaction.180 experts of Bank Mellat is selected as population. Sample size was calculated by using a random sampling method. 130 samples were obtained but 120 questionnaires Were returned. Data were collected through questionnaires. In order to analyze the data from the structural equation modeling and LISREL software was used. In order to ensure the accuracy of the results and sensitivity analysis, regression analysis were applied. Finally, the results show that the customer knowledge management and mobile banking have positive effect on performance of banking service, and improving this kind of services have positive effects on customer satisfaction. Manuscript profile

Open Access Article

5 - A Model for impacts of Investment in IT on customer satisfaction, using Structural Equation Modeling and Path Analysis
jafar bagherinejad behtaj rasouli

In a research, that this paper reflects its results, a model for stating the relationship between investment in IT and customer satisfaction was developed. This study starts with extensive literature review on investment in IT and customer satisfaction. Then, a conceptu More

In a research, that this paper reflects its results, a model for stating the relationship between investment in IT and customer satisfaction was developed. This study starts with extensive literature review on investment in IT and customer satisfaction. Then, a conceptual model with four criteria (including Economic, educational, diffusion of ICT and telecommunication) and one latent variable (indicator of customer satisfaction) were designed. This model’s primary validity was approved through expert opinion. Then, in a field study in the organization under study, the required data have been gathered for testing functional approval of the model. In the next stage of research, by using SEM techniques and interactive regression equation in the form of path analysis and using the software like SPSS and LISREL , we concentrated the factors of relationship between latent variable and observed variables. The finding of the research shows direct relationship between economic and educational factors of IT investment on customer satisfaction. Manuscript profile

Open Access Article

6 - Assessment of self-serving technologies according to customer’s continuous usage of self-serving banking services
behnam golshahi

This study has the goal of assessing and prioritizing self-serving technologies with a combined approach to continuous usage of electronic banking services. To achieve this goal we used literature review and interviewing banking experts to determine parameters affecting More

This study has the goal of assessing and prioritizing self-serving technologies with a combined approach to continuous usage of electronic banking services. To achieve this goal we used literature review and interviewing banking experts to determine parameters affecting continuous usage of self-serving technologies. And to prioritize these parameters we used paired comparison analysis questionnaires and fuzzy analytic hierarchy process.Validity of questionnaire was attained by content method and its stability was attained by calculating the rate of compatibility of aggregation matrix of experts’ opinions. Statistical population of this research includes 30 managers and deputy managers of selected Saman Banks’s branches in the region of northern Tehran which by snowball sampling method 12 of them were selected to participate in this study. Data analysis were done using fuzzy AHP and using MATLAB software. Analysis of data showed that self-serving services have different weighs according to three parameters of customer value, quality of service and customer readiness in which POS devices (0.662 weigh) have the most usability and importance from the view of banking experts. Other services rank as ATM (0.181). Mobile banking services (0.101) and Internet bank (0.056) respectively. In addition ranking of self-serving technologies according to 14 indexes also justifies the previous results. Manuscript profile

Open Access Article

7 - Effect of using of e-commerce on consumer behavior (Case study: Online customers of RIGHTEL company)
maryam mahmoodi

Today, customers increasingly go to the Internet to search, evaluate, buy, and in some cases use virtual products. This demand from consumers and online consumers, forces companies to manage their customers better and pay more attention to their demands. The purpose of More

Today, customers increasingly go to the Internet to search, evaluate, buy, and in some cases use virtual products. This demand from consumers and online consumers, forces companies to manage their customers better and pay more attention to their demands. The purpose of this study is to determine the effect of using e-commerce on Online consumers behavior of RIGHTEL company. The present research is descriptive in terms of research method and in terms of purpose is an applied type. The statistical population of this study is the students of Islamic Azad University of Naragh Branch. According to the Cocran formula, the size of the unlimited society is 171 people. sampling method is Simple random. In order to collect data, has been used two questionnaires including: Standard questionnaire for consumer behavior of LERMAN(2006) with 6 items and HAMDAN(2004) e-commerce standard questionnaire with 10 items, that the above questionnaires have a five-choice spectrum of Likert scale. The collected data through questionnaires were entered into the spss21 software. For statistical analysis of data, used statistical tests including Kolmogorov-Smirnov test and regression. The results of this study indicate that e-commerce has a direct impact on consumer behavior and its dimensions (customer satisfaction, trust, loyalty, positive politeness and negative politeness). Manuscript profile

Open Access Article

8 - An Analysis of Customer Behavior in online shopping of electronic products
Razieh Rouhi DEHKORDI

Technology advance has had a great influence on commerce and business, as tools advance in present era has made a new type of human relations that help them perform macro and micro transactions and businesses without physical presence, and made businesses go toward elec More

Technology advance has had a great influence on commerce and business, as tools advance in present era has made a new type of human relations that help them perform macro and micro transactions and businesses without physical presence, and made businesses go toward electronization. Current study involves identification and prioritization of factors affecting customer’s behavior of online purchase of electronic products. A method combined of attributive and survey methods was used. Indeed, data analysis was performed based on survey method. All of Students of Islamic Azad University South Tehran Branch were used as respondents. Based on Cochran formula, sample volume was 347 people. Sampling method was randomly. Questionnaire was prepared using experts comments and Delphi technique and was distributed among students. Spss software and AHP method were used in Statistical analysis. Results showed that 14 major factor affect customer’s behavior of online purchase of electronic products that Security, trust and price factors ranked as three first rank using AHP method which is confirmed by results of other researches. Finally, solutions were presented for any indicator. Manuscript profile

Open Access Article

9 - Determine the level of customer satisfaction in e-commerce by using gamification (Case Study: Customers of the Bamilo company site)
Semiramis Torabi

The concept of gamification is the use of the elements of the game on the company's business website for the purpose of e-commerce, including the sale and purchase of company' website by using of the internet, the participation of users in marketing and advertising (by More

The concept of gamification is the use of the elements of the game on the company's business website for the purpose of e-commerce, including the sale and purchase of company' website by using of the internet, the participation of users in marketing and advertising (by email or group meeting on Facebook, Instagram, etc). Due to the important of this issue, customer satisfaction in Bamilo company is being investigate. To this end, the customers' satisfaction with the site of the company is determined by the questionnaire. According to the results of this research, there is a positive relationship between the gamified company' website and customer satisfaction. There is also a positive relationship between the gamify of the company's website and customer loyalty, repeat shopping, durability and trust. There is an indirect impact between the gamify of the company's website and customer loyalty, repeat shopping, durability and trust through customer satisfaction. This research measures the level of customer satisfaction by using gamification strategy on a commercial site.The main goal of this study is "Determine the impact of implementing "gamification strategies" on increasing "customers satisfaction" in e-commerce". Manuscript profile

Open Access Article

10 - A Framework for Identifying and Ranking Criteria for Evaluating the Quality of Electronic Services (Case studies: Golestan website of Payame-noor university)
Hossein Babaee mahmood salehesfahani fateme noorani

Service quality is a concept that, due to difficulties in defining and measuring the considerable debate in the literature, no general consensus, aroused. Often, customer satisfaction and service quality as a function of perceptions and customer expectations, and resear More

Service quality is a concept that, due to difficulties in defining and measuring the considerable debate in the literature, no general consensus, aroused. Often, customer satisfaction and service quality as a function of perceptions and customer expectations, and research has shown that the quality of the services plays an important role in its profitability. The purpose of this study is to provide a framework for identifying and ranking criteria for evaluating the quality of services. The results showed that, all parameters of quality of service are important. Response Time is an important indicator of the rest. The trustiness, informativeness, ease of use, empathy and visual appeal are next important factors. The users are satisfied with the trustiness and informativeness, but not with empathy. User satisfaction is medium with response time, ease of use and visual appeal. Manuscript profile

Open Access Article

11 - A model for improving banking services using customer knowledge management and mobile banking and examining its impact on customer loyalty in Bank Mellat
narges rezaei Mohammad rezaei

With the development of new communication technologies, the use of information technology has been proposed as a success factor in developing organizations. One of the most important industries that must adapt to technological changes is the banking industry. The practi More

With the development of new communication technologies, the use of information technology has been proposed as a success factor in developing organizations. One of the most important industries that must adapt to technological changes is the banking industry. The practical capabilities of some private banks in attracting and retaining customers have made them a top priority for investment. The purpose of this study is to investigate the effect of customer knowledge management and mobile banking on improving banking services and customer loyalty. Bank Mellat was selected as a statistical population with 180 service management experts and 130 simple questionnaires were distributed among the sample using simple random sampling. 120 acceptable questionnaires were referred. Structural equation model was selected for data analysis. The results indicate the positive and direct impact of knowledge management and mobile banking on improving the services provided and customer loyalty. Manuscript profile

Open Access Article

12 - Investigating the effect of using various marketing strategies on social networks on gaining the trust of council customers Investigating ترجمه‌های investigate فعلفراوانی بررسی کردن investigate, check, peruse, survey, study رسیدگی کردن consider, attend, check, investigate, inspect, investigate استفسار کردن investigate وارسی کردن sift, investigate پژوهیدن investigate, inquire, research, search تحقیق کردن investigate, inquire, verify, assay, interrogate, question اطلاعات مقدماتی بدست اوردن investigate جستار کردن investigate تفتیش کردن inquire, inspect, investigate, revise باز جویی کردن examine, assay, inquire, interrogate, investigate, cross-examine تعریف‌های investigate فعل ۱ carry out a systematic or formal inquiry to discover and examine the facts of (an incident, allegation, etc.) so as to establish the truth. police are investigating the alleged beating مترادف‌ها: check outsuss outgive something the once-overscope outinquire intolook intogo intolook overprobeexplorescrutinizeconduct an investigation intoconduct an inquiry intomake inquiries abouttry to get to the bottom ofinspectanalyzestudyexamineconsiderresearchsearch/sift the evidence concerningpore overdelve intoauditevaluatefollow up مترادف investigate فعل check outsuss outgive something the once-overscope out inquire intolook intogo intolook overprobeexplorescrutinizeconduct an investigation intoconduct an inquiry intomake inquiries abouttry to get to the bottom ofinspectanalyzestudyexamineconsiderresearchsearch/sift the evidence concerningpore overdelve intoauditevaluatefollow up همچنین ببینید investigate
farzaneh milani jafari zenouzi

The aim of this study is to investigate the effect of using variety of marketing strategies in social networks to build customers’ trust. Marketing through social networks has made appropriate opportunities for companies to attract more customers. Building customers' tr More

The aim of this study is to investigate the effect of using variety of marketing strategies in social networks to build customers’ trust. Marketing through social networks has made appropriate opportunities for companies to attract more customers. Building customers' trust and attracting the customers can be mentioned as marketing challenges on these networks. So, in order to create competitive advantages, companies need to use appropriate strategies of building trust. The population of this study consists of all Iranian users of social networking sites that affected by companies advertisements. Also the sample size by using snowball sampling method is 446. The research method is descriptive survey research and data collection tool is questionnaire. To test hypotheses the partial least squares (PLS) technique and SmartPLS 3 software has been used. The results show that all four variables include: transactional, relationship, database and knowledge-based marketing strategies in social networks have a significant impact to build customers’ trust. Indeed, transactional strategy has negative impact on trust so the relation between this variable and dependent variable is reverse. knowledge-based marketing strategy has the most positive impact on customers’ trust. Manuscript profile

Open Access Article

13 - Designing a competitiveness model using strategic cognitive complexity; Investigating the mediating effect of market intelligence
gholamreza Amini Khiyabani davood feiz

Competitiveness is a complex and multidimensional concept, making it possible to get high-quality feedback from the environment. This research was designed in order to improve the competitiveness capability; because competitiveness plays a basic role in an organization’ More

Competitiveness is a complex and multidimensional concept, making it possible to get high-quality feedback from the environment. This research was designed in order to improve the competitiveness capability; because competitiveness plays a basic role in an organization’s productivity. To this end, we employed the cognitive complexity as a strategic concept using its key components including market sensation and customer psychology. Moreover, we examined three dimensions of market intelligence to develop the model. Data was collected through in library studies and interview with master students of Tehran University, school for performing arts and music. Collected data was analyzed by the system dynamics method with the aim of variables’ future behavior estimation. In doing so, 2 scenarios were simulated using Vensim PLE software. In the first scenario, market sensation led to strategic innovation through requisite infrastructure to create and disseminate intelligence. In the second scenario, customer psychology was identified as an effective factor in market accountability and competency creation. Findings showed that little improvement in customer psychology causes more customer perceptual competency. To understand and interpret the complex environment, designing an integrated and intelligence information systems is recommended. This is required to achieve both strategic innovation and organization competency simultaneously in order to increase the capacity of competitiveness. Manuscript profile

Open Access Article

14 - “Journey” in Gnostic Prose Texts
هوشنگ محمدي افشار

Islamic Gnostics/ Sufism mainly originates from the Quran and the apostolic custom; and is based on piety and pure devotion, with the flavor of love. “Journeying” is one of the issues and traditions which in two levels of external and internal (spiritual) has been of g More

Islamic Gnostics/ Sufism mainly originates from the Quran and the apostolic custom; and is based on piety and pure devotion, with the flavor of love. “Journeying” is one of the issues and traditions which in two levels of external and internal (spiritual) has been of great importance and controversy for the Sufi elders and researchers. The present article studies the external journey during a long period of time, from the early stages of the development of Gnostics and Sufism up to the end of the 8th (Islamic) century. Types of journey, its motivations, advantages, goals and objectives, and requirements are studied according to the different views of the Sufis and other great figures of each period. The research was done by a descriptive-analytic method. In addition to reliance on the holy Quran and sacred sayings, we have also made references to the theoretical works on Sufism, and the biographies of the Sufi elders from the 5th to the 8th centuries. Manuscript profile

Open Access Article

15 - Globalization and Iranian Ethnic Identity with a Focus on Language and Customs

It is believed that as a result of increasing globalization, identities of ethnic minorities will inevitably dissolve into one global culture. Others believe that globalization not only will not dismiss ethnicities but also, providing them with appropriate requisites, More

It is believed that as a result of increasing globalization, identities of ethnic minorities will inevitably dissolve into one global culture. Others believe that globalization not only will not dismiss ethnicities but also, providing them with appropriate requisites, will help to increase their ethnic consciousness and thereby strengthening ethnic movements. So, to study consequences of globalization, features of ethnic identity have to be taken into consideration. The present article studies cultures of ethnic identities, and proposes the hypothesis that globalization gives prominence to ethnic identities in short time, and may also lead to ethnic movements, but eventually it will result in assimilation of ethnic minorities with dominant cultures. Manuscript profile

Open Access Article

16 - A RFMV Model and Customer Segmentation Based on Variety of Products
Saman Qadaki Moghaddam Neda Abdolvand Saeedeh Rajaee Harandi

10.7508/jist.2017.19.002

Today, increased competition between organizations has led them to seek a better understanding of customer behavior through innovative ways of storing and analyzing their information. Moreover, the emergence of new computing technologies has brought about major change More

Today, increased competition between organizations has led them to seek a better understanding of customer behavior through innovative ways of storing and analyzing their information. Moreover, the emergence of new computing technologies has brought about major changes in the ability of organizations to collect, store and analyze macro-data. Therefore, over thousands of data can be stored for each customer. Hence, customer satisfaction is one of the most important organizational goals. Since all customers do not represent the same profitability to an organization, understanding and identifying the valuable customers has become the most important organizational challenge. Thus, understanding customers’ behavioral variables and categorizing customers based on these characteristics could provide better insight that will help business owners and industries to adopt appropriate marketing strategies such as up-selling and cross-selling. The use of these strategies is based on a fundamental variable, variety of products. Diversity in individual consumption may lead to increased demand for variety of products; therefore, variety of products can be used, along with other behavioral variables, to better understand and categorize customers’ behavior. Given the importance of the variety of products as one of the main parameters of assessing customer behavior, studying this factor in the field of business-to-business (B2B) communication represents a vital new approach. Hence, this study aims to cluster customers based on a developed RFM model, namely RFMV, by adding a variable of variety of products (V). Therefore, CRISP-DM and K-means algorithm was used for clustering. The results of the study indicated that the variable V, variety of products, is effective in calculating customers’ value. Moreover, the results indicated the better customers clustering and valuation by using the RFMV model. As a whole, the results of modeling indicate that the variety of products along with other behavioral variables provide more accurate clustering than RFM model. Manuscript profile

Open Access Article

17 - Analysis of Business Customers’ Value Network Using Data Mining Techniques
Forough Farazzmanesh (Isvand) Monireh Hosseini

10.7508/jist.2017.19.003

In today's competitive environment, customers are the most important asset to any company. Therefore companies should understand what the retention and value drivers are for each customer. An approach that can help consider customers‘ different value dimensions is the More

In today's competitive environment, customers are the most important asset to any company. Therefore companies should understand what the retention and value drivers are for each customer. An approach that can help consider customers‘ different value dimensions is the value network. This paper aims to introduce a new approach using data mining techniques for mapping and analyzing customers‘ value network. Besides, this approach is applied in a real case study. This research contributes to develop and implement a methodology to identify and define network entities of a value network in the context of B2B relationships. To conduct this work, we use a combination of methods and techniques designed to analyze customer data-sets (e.g. RFM and customer migration) and to analyze value network. As a result, this paper develops a new strategic network view of customers and discusses how a company can add value to its customers. The proposed approach provides an opportunity for marketing managers to gain a deep understanding of their business customers, the characteristics and structure of their customers‘ value network. This paper is the first contribution of its kind to focus exclusively on large data-set analytics to analyze value network. This new approach indicates that future research of value network can further gain the data mining tools. In this case study, we identify the value entities of the network and its value flows in the telecommunication organization using the available data in order to show that it can improve the value in the network by continuous monitoring. Manuscript profile

Open Access Article

18 - The Innovation Roadmap and Value Creation for Information Goods Pricing as an Economic Commodity
Hekmat Adelnia Najafabadi Ahmadreza Shekarchizadeh Akbar Nabiollahi Naser Khani Hamid Rastegari

10.7508/jist.2019.02.007

Nowadays, most books and information resources or even movies and application programs are produced and reproduced as information goods. Regarding characteristics of information goods, its cost structure and market, the usual and traditional pricing methods for such com More

Nowadays, most books and information resources or even movies and application programs are produced and reproduced as information goods. Regarding characteristics of information goods, its cost structure and market, the usual and traditional pricing methods for such commodity are not useful and the information goods pricing has undergone innovative approaches. The purpose of product pricing is to find an optimal spot for maximizing manufacturers' profits and consumers' desirability. Undoubtedly, in order to achieve this goal, it is necessary to adopt appropriate strategies and implement innovative strategies. Innovative strategies and tactics reflect the analysis of market share, customer behavior change, pattern of cost, customer preferences, quick response to customer needs, market forecast, appropriate response to market changes, customer retention, discovery of their specific requirements, cost reduction and customer satisfaction increase. In this research, 32 papers have been selected among 540 prestigious articles to create a canvas containing more than 20 possible avenues for innovations in the field of information goods pricing, which can be used in the companies producing information goods, regardless of their size, nationality, and type of information goods they produce. Introduction of some key ideas on how to increase both profits and customer satisfaction and also three open issues for future research in the field of information goods pricing is one of the achievements of this research. Manuscript profile

Open Access Article

19 - Investigating the effect of Electronic Customer Relation Management (E-CRM) on organizational innovation in government service organizations (Case study: Semnan government counter offices)
Atefeh Falllah Seyed Mohammad Hassan Hosseini Mohsen Lotfi

In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study More

In nowadays competitive environment, achieving a competitive advantage is one of the main concerns of managers of organizations. In this way, creating innovation in products and services is one of the effective approaches in achieving a competitive advantage. This study aims to examine the role of electronic customer relationship management (E-CRM) and customer loyalty on organizational innovation with the mediating role of customer knowledge management. Therfore, the present study is considered an applied and descriptive research of the correlation type. In order to collect the required data, a standard questionnaire was used, and to verify the validity and reliability of the questionnaires, divergent validity, Cronbach's alpha indices, factor loading, and composite reliability were used, respectively. The statistical population of this research is 350 employees of Semnan province government counter offices. The number of 183 people was determined as the sample of the reseach using Cochran's formula considering the error of 0.05. The required data was collected in the second 6 months of 2019. Data analysis was done using the structural equation approach and SPSS and SMART-PLS software. Based on the results of the research, electronic customer relationship management has a positive and significant effect on the three variables of customer loyalty, customer knowledge management, and organizational innovation. In addition, the result shows the positive impact of customer knowledge management and customer loyalty on organizational innovation. Also, the mediating role of customer knowledge management in the effect of the role of managing electronic communication with customers and customer loyalty on organizational innovation is quite meaningful. Due to the impact of E-CRM on organizational innovation, it is necessery for the related managers and officials of government service organizations to implement or upgraded the electronic customer relationship management systems to use advantage of such these systems for innovation in their organization Manuscript profile

Open Access Article

20 - Propose an E-CRM Model based on Mobile Computing Technology in Pharma Distribution Industry
Alireza Kamanghad Gholamreza Hashemzade Mohammadali Afshar kazemi Nosratollah Shadnoosh

10.52547/jist.16209.10.40.287

In today’s world, the competition between all business areas and companies including pharma distributor companies has increased dramatically, so it is very important for active companies in the pharma distribution industry which deal with a large number of customers in More

In today’s world, the competition between all business areas and companies including pharma distributor companies has increased dramatically, so it is very important for active companies in the pharma distribution industry which deal with a large number of customers in a B2B market to establish a deep and long-term relationship with their customers and manage that relationship effectively. Since the CRM which now is enriched by new emerging technologies in terms of e-CRM and m-CRM is under developing rapidly, it can play a critical role for empowering these companies to strengthen their relationship with their customers. In this research it has been tried to have a complete review of mobile computing technology concept and its effect on CRM. The research methodology is basically qualitative. After a literature review, using qualitative research methods and deep interviews with a group of 8 industry experts, the whole concept of the initial model was derived using Thematic Analysis method. The Grounded Theory approach was applied to extract the main factors and sub-factors of the final model. Additionally, some of \research techniques such as Dematel, ANP and Super Decision software were used to investigate the interdependency, importance and priority of factors and sub-factors. At the last stage a new model for e-CRM in pharma distribution industry based on mobile computing technology has been proposed. The four key components of the model are Quality of Content and Services, Organizational Readiness, Quality of System and Communication, Customer Mobile App. Manuscript profile

Open Access Article

21 - Comparative study of the goals of punishment in the beliefs and beliefs of customary law and Islamic teachings
Amir Vatani Amir hasan niaz poor Farzad Askari

In general, the purpose of punishment is to punish the criminal law of intimidating, punishing, reforming, disabling, restorative justice, and satisfying the offender. In this study, based on Qur'anic verses, narrations and hadiths, we have proved that the purpose of Is More

In general, the purpose of punishment is to punish the criminal law of intimidating, punishing, reforming, disabling, restorative justice, and satisfying the offender. In this study, based on Qur'anic verses, narrations and hadiths, we have proved that the purpose of Islam is from punishment The perpetrators are nothing more than the above objectives, with the difference that the goals of Islam are more general and more extensive than the legitimate aims of the law. Islam, in addition to worldly goals that are in accordance with the goals of modern legal or criminal law, There are other goals as the afterlife goals, which is the welfare of mankind in the hereafter. Therefore, considering that God considers in his own words the expediency of society and the people, in his decrees the interest of the worldly and the future of the people has been considered. So if there was a profit in punishment, but at a certain time and place it would be a loss for profit and its implementation would not be expedient. It can no longer be the purpose of the Lord, while it is true that the punishment has lost the goals of the Lord. However, the worldly goals of punishing criminals from the point of view of Sharia and Islam are in most cases with customary and criminal law It is in harmony with the worldly happiness of mankind, except for the bliss of the afterlife, So, as long as it is punishable by the fact that it is profitable, and if, once it benefits to a corruptor or causes the worship of Islam and does not result in the above objectives, it can no longer be considered by God, otherwise The face is not compatible with God's righteousness. Manuscript profile

Open Access Article

22 - The Analysis of Love in Orfi Shirazi Lyrics with an Approach to Iran ‎ Thinking System
mohsen berahmand

In the Safavid era the Safavid kings encouraged poets to compose poems in the eulogy of the Prophet (PBUH) and had a negative reaction to the themes of love, thus poetry lost its boom and many poets emigrated from Iran to India and this gave rise to a new style nowadays More

In the Safavid era the Safavid kings encouraged poets to compose poems in the eulogy of the Prophet (PBUH) and had a negative reaction to the themes of love, thus poetry lost its boom and many poets emigrated from Iran to India and this gave rise to a new style nowadays referred to as Indian style. Orfi Shirazi is one of the first poets to play an important role in the construction and development of this style. This is a content analysis paper based on library resources. We have attempted to analyze the first one hundred lyrics of Shirazi Orfi from his book of poem to examine love in his thinking system. The results show that his lyrics are manifestations of love in the form of self-harming thoughts, expressing the hardships and pitfalls of love, the warmth of love and the burning of love, the high value of love, the mystical conduct associated with love, parting, the pain and sadness of love, the gay relationship, describing the behavioral characteristics of the lover, addressing expressions such as eye and gaze description, facial expression, lips and mouth, eyelashes, and stature. Manuscript profile

Open Access Article

23 - The effect of prototyping on the success of new product success with moderator role of customer involvement and Speed of information dissemination (case study: companies located in Khorasan Razavi Science and Technology Park)
Morteza Rojuee Morteza Ghayour Ehsan Sobhani

One of the effective factors on the success of a new product is the concept of prototyping and customer involvement that has gained importance in marketing literature in recent years. Currently, capability in the success of a new product is among the advantageous capabi More

One of the effective factors on the success of a new product is the concept of prototyping and customer involvement that has gained importance in marketing literature in recent years. Currently, capability in the success of a new product is among the advantageous capabilities and the focal point of the competitiveness of most knowledge-based companies. Moreover, newer products make the continuation of growth and profit making in today's competitive markets possible and bring about competitive advantage for companies. The success of a new product is considered as the ultimate factor for the success of the companies and even their survival. The purpose of the study was to examine the impact of prototyping and customer involvement on the success of a new product in knowledge-based companies based in Science and Technology Park of Khorasan Razavi. The study was applied in terms of purpose and the research method was descriptive-correlational where the population was 250 managers of companies in Science and Technology Park of Khorasan Razavi; and according to Morgan formula, the sample was determined to be 150 subjects. A researcher-made 33-question questionnaire was used to collect data. The validity of the questionnaire was evaluated using structural validation method by confirmatory factor analysis and its reliability was tested using Cronbach’s alpha. Hypothesis testing was performed using regression method and Lisrel. The results showed that prototyping has a significant impact on the success of a new product, and the moderating role of customer involvement in the relationship between prototyping and the success of a new product was confirmed Manuscript profile

Open Access Article

24 - The effect of customer ¬orientation and customer relationship management (CRM) infrastructure capabilities on innovative behavior
mahdi Almodarresi Hooshmand Bagheri Gara Bolagh mohammadreza gholami fateme mohammadi

In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. More

In most organizations there is a system is designed and applied for recruiting and preserving consumers which in fact is capable of managing organization-consumers relationships. Nowadays these systems have gained popularity as customer relationship management systems. The present study seeks to determine the effect of consideration of consumers and infrastructural abilities of customer relationship management on the information quality and innovative behavior. In terms of the applied results and goal, the present study is descriptive which has been conducted through survey method. The statistical population of the study was senior insurance experts and managers in branches of insurance companies of Tabriz city, Using Cochran sampling method, 85 individuals were selected as sample size. The questionnaire was used to collect filed data, and the Structural equation modelling to analyze the data.¬ The results of the study showed that infrastructural capabilities have a positive and significance effect on customer orientation, consumer information quality, and innovative behavior and as well as the results showed that customer orientation have a positive and significant effect on the consumer information quality and innovative behavior. Additionally, consumer information quality had a positive and significant effect on the innovative behavior and company performance, and finally there is a positive and significant relationship between innovative behavior and company performance. Manuscript profile

Open Access Article

25 - A dairy Products Green Supply Chain model with Emphasis on Customer Satisfaction: Combining Interpretive Structural Modeling Approach and Analytical Network Process
Ali Yousef Mahdi Homayounfar abdolaziz pagheh amir akhavanfar

The purpose of this study is to present a green supply chain model for dairy products with emphasis on customer satisfaction. The statistical population of the study consists of university professors and experts in the field of marketing and food and dairy industries of More

The purpose of this study is to present a green supply chain model for dairy products with emphasis on customer satisfaction. The statistical population of the study consists of university professors and experts in the field of marketing and food and dairy industries of Iran who have been selected by purposive sampling. Sampling continued until the theoretical saturation stage. The value of ICC coefficient was also approved to determine the reliability of the measuring instrument. Finally, 10 questionnaires and interviews with experts were used. The interpretive structural modeling approach is used to present the model and the network analysis process is used to prioritize the criteria. Findings showed that the factor of customer satisfaction in relation to the research topic and the presentation of the green supply chain model of dairy products is more effective In contrast, the factors of green innovation have the most, green entrepreneurship, green performance, internal green actions and external green participation have the most impact and the least impact. Also, the results of Mick Mac analysis showed that 7 factors related to the presentation of the green supply chain pattern of dairy products in terms of permeability and dependence are divided into three categories of infiltrators, dependent and autonomous. Finally, the prioritization of criteria showed that customer satisfaction has the highest weight among the criteria of the green supply chain of dairy products Manuscript profile

Open Access Article

26 - Developing Customer Knowledge Management Process Model Using Customer Relationship Management Systems
Maryam Ashoori Mona Sharif khani Mohammad Jafar Tarokh

In recent years, many companies have integrated the activities of customer relationship management with knowledge management together as one concept. In fact, the principal reason for the mentioned integration is that the knowledge management plays a key role in the cus More

In recent years, many companies have integrated the activities of customer relationship management with knowledge management together as one concept. In fact, the principal reason for the mentioned integration is that the knowledge management plays a key role in the customer relationship management. The potential of bilateral relationship between these two fields and also the critical function of knowledge management in success of customer relationship management, has attracted the attention of researchers to this matter recently. The term of “customer knowledge management” is the combination of knowledge management and customer relationship management. The customer knowledge management requires applying different approaches through considering wide variety of key variables in these fields. The considered key variables for each customer knowledge management model are different according to its model. Generally, many models have been presented for customer knowledge management, including conceptual, process and system model. In this paper, we intend to develop process model which achieved from combination of business engineering model, six business processes based on customer relationship management systems, and four aspects of knowledge management in principle business activities, namely marketing, sales and services. Manuscript profile

Open Access Article

27 - The Role of Knowledge Management on Improvement of Marketing Activities Case Study of Active Company in Medical Equipment
Peyman Akhavan Maryam dehghani

10.7508/jstpi.2015.01.004

Nowadays, Knowledge is considered as a competitive key factor in global economy. Marketing departments in each organization are the most important consumers of knowledge and generally, many effective insights in marketing are hidden in the characteristics of customers a More

Nowadays, Knowledge is considered as a competitive key factor in global economy. Marketing departments in each organization are the most important consumers of knowledge and generally, many effective insights in marketing are hidden in the characteristics of customers and their purchasing patterns. Therefore, development of knowledge management systems in businesses can improve decision making, enhance creativity, help compatibility with changes and cause the competitive advantage for businesses and marketing strategies. In this paper, using descriptive-survey method and questionnaire, applications of knowledge management in factors of marketing in Medical Equipment Company is considered. Evaluation is carried out through a random sampling. The quantity of the sample was determined by Kokaran formulation containing 98 individuals. Variables were normal according to kolmogorov-smirnov test. Therefore, community average test (t student) was used for data analysis. The result showed knowledge management has significant influence on most of factors in marketing. Therefore, due to increasing knowledge in organizations; managers should implement knowledge management in organization especially in marketing. But, there isn’t any relationship between knowledge management and pricing policy improved, market offering standardized, common product development and common strategy of business expansion. Manuscript profile

Open Access Article

28 - Integration of Customers in Front-End of Innovation (FEI) by Open Innovation Approach: Generation and Selection of Innovative Product Ideas
Ali Asghar Molaie Babak Shirazi Javad Soltanzadeh

10.7508/jstpi.2016.03.005

Innovation is a key element for the success of companies in a competitive environment. Innovations begin with innovative ideas that form in the early stages of the innovation process, called the front-end of innovation (FEI). Therefore, to access information from differ More

Innovation is a key element for the success of companies in a competitive environment. Innovations begin with innovative ideas that form in the early stages of the innovation process, called the front-end of innovation (FEI). Therefore, to access information from different sources, especially external sources, the early activities of the innovation process should be organized as a systematic approach. Customers are as the most important source of innovative ideas in new product process that companies can use them. To benefit from the idea of customers, there needs to be a model for integrating them with internal organization resources. In this paper, a model is presented for integration of customers derived from open innovation paradigm in the FEI based on simultaneous integration of customers, competitors, fringe industries in order to Increase creativity and innovation success. This proposed model is obtained by development of Ulwick’s model that implemented in Agricultural implements industry for “drip irrigation system”. The main objective of this paper is to generate innovative product ideas and then selection of more innovative idea (real and unmet need) of customers in the FEI phase by proposed model, in order to reduce the failure rate of new products in the market. Data were obtained from a survey of 30 customers, as a research sample. The results suggest that opening the FEI phase and the subsequent integration of different customers in this phase, in order to generate innovative ideas, will have a positive impact on the success of the new product. Manuscript profile

Open Access Article

29 - The relation between organizational learning culture and customer satisfaction: The mediating role of job satisfaction
مهدی حقیقی کفاش زهره دهدشتی شاهرخ حسن غریبی

The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2 More

The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2013) model. In this model the relation between organizational learning culture and customer satisfaction with considering job satisfaction mediating role is investigated. For research investigation a sample size containing 234 people, working in Parsian bank branches in Tehran is taken in cluster random of sampling type. Collecting data of standard questionnaire with 21 questions which its validity and reliability is confirmed is done by distributing it among statistical population. Analyzing of data is done by descriptive statistics and statistical inference. In descriptive statistics section indexes including frequency index and percentage of frequency index and in statistical inference section, indexes including correlation methods and structural equation model are used respectively for path analysis. In this regard SPSS and LISREL software are used. The results of analysis shows the relation among organizational learning culture and customer satisfaction and job satisfaction. Generally, Parsian bank ability directly or indirectly to satisfy its customers is linked through its employees' effective and continuous effort and their job satisfaction. (p<0.05) Manuscript profile

Open Access Article

30 - Investigating the influential factors in the creation of brand equity in higher education (A study of Payame Noor University)
میرزا حسن حسینی رومينا فرهادي نهاد

The purpose of this study is examining the influential factors in the creation of brand equity in higher education. The population of the present research is students at the under graduate level at the university of Payame Noor at Tehran campus. Self-administered questi More

The purpose of this study is examining the influential factors in the creation of brand equity in higher education. The population of the present research is students at the under graduate level at the university of Payame Noor at Tehran campus. Self-administered questionnaire was utilized for data collection from 423 students and ultimately the data gained from 304 students by applying Spss18 and Amos18 software was analyzed. The research findings indicate that among the elements of brand awareness dimension in research model, publicity has a direct and significant effect on university brand equity. Further, among brand image dimensions, perceived value and after sale services belonging to service attributes, brand personality belonging to symbolic attributes and finally international reputation element from provider attributes have the positive effects on Payame Noor University brand image. Thus, with regard to the results, service attributes and provider attributes have the most as along with the least influence on brand equity respectively. Moreover, some practical implications in order for promoting the brand equity of Payame Noor University are presented. Manuscript profile

Open Access Article

31 - Identify factors affecting Internet Banking Service Quality Case Study: Mellat Bank customers
maryam akhavan مجید باقری

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of More

Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of Internet banking through careful investigation of the main studies as well as different models provided for quality assessment of electronic services. Based on the findings, an optimal model for the quality assessment of Internet banking services provided by Mellat Bank was designed. The statistical population included customers of the Internet banking services provided by Mellat Bank in Isfahan. Data collection was done using a questionnaire whose validity was confirmed according to experts' opinions and the reliability of the test was assessed using Cronbach's alpha for the initial sample and for the main test performed on all subjects in the statistical population, showing a high reliability. The second-order factor analysis was used to test the research hypotheses and prioritize the factors affecting the quality of electronic banking services. The findings showed that website design, responsiveness, empathy, guarantee, efficiency, security/trust, and compensation for damage were the most effective factors (in the order of significance) in the quality of Mellat Bank on-line Internet banking services. Manuscript profile

Open Access Article

32 - The Impact of Customer’s Emotion upon Product Features with Kansei Engineering Approach
gholamreza hashemzade khorasegani Mohammad Reza Bahrami

Abstract Despite the intense competitions to increase the quality, live up to the expectations of the customers, and decrease the costs, nowadays manufacturers need to design and make products in which customer’s real emotions and feelings should be taken into account. More

Abstract Despite the intense competitions to increase the quality, live up to the expectations of the customers, and decrease the costs, nowadays manufacturers need to design and make products in which customer’s real emotions and feelings should be taken into account. Paying due attention to customer’s feelings about the product, Kansei engineering is one of the most appropriate methods to improve the quality of product and customer’s satisfaction. In addition to introducing Kansei engineering and its relevant techniques, this paper was aimed at translating feelings and emotional impacts on the design parameters. Reviewing the literature through interviewing Merident Toothpaste customers, 83 Kansei words representing customer’s feelings about the product were identified. After screening, 23 words influencing customer’s feelings were divided into three parts including natural features, apparel ones, and controllable factors in order to obtain more rational coefficients of importance in ANP method. Using ANP and DIMATEL methods, then the Kansei words were graded by the experts of organization; consequently, natural features were considered more important. Employing ANP method in the next step, Merident Toothpaste was compared with the similar products manufactured by 3 main competitors to investigate the advantages and disadvantages with respect to the opinions of customers. Eventually, the final weight and importance of criteria were determined. Manuscript profile

Open Access Article

33 - The effect of good character of managers on organizational commitment of employees (Case study: Islamic Republic of Iran’s Customs Administration)

Abstract This study aims to review related literature about good character and organizational commitment to design a structural model to investigate the effect of good character of managers on organizational commitment of employees. The research model has been develope More

Abstract This study aims to review related literature about good character and organizational commitment to design a structural model to investigate the effect of good character of managers on organizational commitment of employees. The research model has been developed based on relationships among research variables and previous studies and has been tested by using regression analysis. The population was all personnel of Iran’s Customs Administration. To collect data, a field survey was performed on 106 people. Data was analyzed using SPSS software. Results indicated that dimensions of good character of manger (passion, humor, compassion, humility, courage, integrity, and wisdom) have positive and significant impact on organizational commitment. Finally, it was indicated that passion, compassion, humility, humor, integrity, courage, and wisdom, respectively, had the higher effects. Manuscript profile

Open Access Article

34 - Modeling of the Factors affecting customer loyalty on internet brand using Fuzzy DEMATEL technique Mobin Net company
شادی پارسایی منش Ali Bonyadi Naeini

Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importan More

Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importance because of having high competition in this age. The Internet has caused many changes in companies and costumers' behavior for buying. On the other hand, the brand is also important for companies. For this reason, it is important to study and create an online brand. In this thesis using an evaluation method to find out Factors affecting customer loyalty on internet brand by DEMATEL technique in Mobin Net company for modeling internet brand. In this study, we use DEMATEL technique for evaluating Factors affecting customer loyalty, regard to the wide growth of world wide web this method propones a new vision to increase internet brand loyalty. In this study, two series of questionnaires were distributed, and after identifying the primary factors, matrix questionnaires were designed, and sent those for 14 loyal expert Individuals who familiar with the marketing and branding in this company. In this thesis, after identifying and evaluation of the primary factors, the most effective factors on Internet brand loyalty are including trust, satisfaction, brand credibility, Brand evaluation, Brand Personality, customer care, responsiveness, brand loyalty ,that they have the most strong relationship with loyalty, finally we modeling of the factors affecting customer loyalty on internet brand Manuscript profile

Open Access Article

35 - The effect of service brand dimensions on brand loyalty with the mediating role of customer satisfaction and brand attitude: A case study of Keshavarzi Bank branches in Torbat-e Heydarieh
وجیهه هوشیار Mohammad rostampour

Today, research on brand has acquired a special position in business, because the issue, through its impact on customer satisfaction and loyalty, can be very influential in the survival and life of a service entity. Accordingly, the purpose of this research is to invest More

Today, research on brand has acquired a special position in business, because the issue, through its impact on customer satisfaction and loyalty, can be very influential in the survival and life of a service entity. Accordingly, the purpose of this research is to investigate the effect of service brand dimensions on customer loyalty to a brand. The study was conducted in the population of customers of Keshavarzi Bank branches in Torbat-e Heydarieh. We tested the effect of brand dimensions (brand evidence, brand hearsay) on customer satisfaction and brand attitude as well as the effect of brand attitude on customer loyalty through seven hypotheses. For this purpose, we used structural equation modeling and LISREL software. Hypothesis testing was conducted on a sample of 322 subjects that were selected by random sampling method. Confirmatory factor analysis was used to assess the validity of research instrument (questionnaire), and the results showed an acceptable validity for each variable in the questionnaire (test statistic for all variables was higher than 4%). The reliability of the questionnaire was measured using Cronbach’s alpha test and the test statistic for all variable was higher than 7%, which indicates that the questionnaire has a good reliability. Moreover, all the seven hypotheses of the study were confirmed. Manuscript profile

Open Access Article

36 - The effect of risk and resources on Firm's growth strategies in high tech industries
mohsen Parsajam Bahman Hajipour Esmaeil Fadaei Nejad

During the last decade there was a well known strategy to support startups and enterprenuers to stabilish firms in high tech industries. despite the position of high-tech industries has been weakened especially in export share. Growth strategies utilized by high-tech fi More

During the last decade there was a well known strategy to support startups and enterprenuers to stabilish firms in high tech industries. despite the position of high-tech industries has been weakened especially in export share. Growth strategies utilized by high-tech firms can improve the position. Growth strategies help firms to increase their market share and sale revenues. Hence, current study aims to designate and validate growth strategies of high-tech firms. Research model has been proposed based on the extended literature, the situation of high-tech industry, and experts' views. Data is gathered by a self-administrated questionnaire and would be analyzed by structural equation modeling using SPSS 18 and LISERL 8.54. Population is managers of high-tech firms in Iran. A convenience sampling approach is employed to collect estimated sample. Data achieved from 451 respondents was analyzed. Results indicated that: 1) growth strategies of high tech firms affect their outputs, 2) resources affect growth strategies of high-tech firms, 3) multiple risks affect the utilization of resources by the high tech firms, and 4) high tech firms provide the needed resources for their growth based on the outcomes in terms of profit and/or attractiveness Manuscript profile

Open Access Article

37 - Using Meta-Synthesis Method to Proposing a Comprehensive Model of Effective Factors in Persuasive Advertising
sahar mashhadi Tahmours Hasangholi Pouryasouri Soheila Bourghani Farahani abdolhossein karam pour

Persuasive advertising is one of the effective ways of advertising, especially in the competitive business environment. Persuasive advertising is a technique that attracts customers by building trust and incentive to buy a product. Considering the necessity of attractin More

Persuasive advertising is one of the effective ways of advertising, especially in the competitive business environment. Persuasive advertising is a technique that attracts customers by building trust and incentive to buy a product. Considering the necessity of attracting and increasing demand from the customer in the competitive business environment, it is necessary to identify the factors affecting convincing advertising. For this purpose, in this research, we try to define the phenomenon by explaining the dimensions and components of each dimension of effective factors on persuasive ads. In this research, using the meta-synthesis approach, we have analyzed the results and findings of previous researchers. By doing this, the factors influencing persuasive advertising in the business world were classified in six dimensions, twenty below. Finally, based on the abundance of number of codes related to the following dimensions, the conceptual framework of the research was presented. Manuscript profile

Open Access Article

38 - Provide a Model for Customer Advocacy (Detergents Customers in Tehran
mirza hasan hosseini Mohammad MahmoodiMeymand علی اکبر جوکار Farzane sadat hosseiny

Because social media is becoming more and more interactive, consumers can also affect other consumers more than past and make them aware of their views and experiences. By influencing this broad spectrum, customers can stop, control, and manage marketing efforts; this m More

Because social media is becoming more and more interactive, consumers can also affect other consumers more than past and make them aware of their views and experiences. By influencing this broad spectrum, customers can stop, control, and manage marketing efforts; this means that customers are getting power on the market. One of a variety of powerful customers that can help the organization and support the organization without any expectations is customer advocacy. The goal of this research is to study the antecedents of customer advocacy. A descriptive survey design was used in this research. Based on its goal this research was an applied one. The target population of this research was the customers of detergents product in Tehran. To collect data 336 questionnaires were distributed among customers by using simple random sampling method. For data analysis and testing research hypotheses, structural equation modeling (SEM) method was applied by using LISREL software. The results revealed that both Customer assessment and self-motivators dimentions and their factors have a strong positive effect on Customer Advocacy Manuscript profile

Open Access Article

39 - Investigating the relationship between customer satisfaction and customer complaints and trust in the municipality of Tehran
hamidreza fouladgar abbas saghaee

In all new models of quality, customer satisfaction is a prerequisite for achieving financial goals. A reliable indicator to measure customer satisfaction and analysis of its results can provide a comprehensive picture of the company's performance and timely planning fo More

In all new models of quality, customer satisfaction is a prerequisite for achieving financial goals. A reliable indicator to measure customer satisfaction and analysis of its results can provide a comprehensive picture of the company's performance and timely planning for managers. In different models of customer satisfaction measurement, there are different evaluations between complaints; customer trust and customer satisfaction. Municipalities are the important organizations in municipal services and management of each city. In this study, the relationship between customer satisfaction and customer complaints and trust in the municipality of Tehran has been investigated. The statistical pool of the current research is divided in two groups; first, are deep interview with 38 managers and connoisseurs to assessing and measuring customer satisfaction level in municipality's activities. Second, are 450 questionnaires that distributed in customers. 420 questionnaires were returned with usable data. The method of data analysis is using Structural Equations and their evaluation by confirmatory Factor Analysis method using Lisrel software and also, comparative studies were performed using SPSS software. The results showed that customers' expectations, perceived quality of services and their mental image had a positive and significant effect on customer satisfaction in Tehran municipality. Also, customer satisfaction has a positive and significant effect on trust and negative relation with complaints. Manuscript profile

Open Access Article

40 - Explaining a model for sacrifice based on customer experience in the hotel industry (four and five stars in Shiraz)
jahanbakhsh rahimi baghmalek seyed abolghasem mira Mohammad Haghighi

The purpose of this study was to explain the loyalty model based on customer experience in the tourism industry, especially in the hotel industry, in order to conceptualize loyalty, to examine how the factors of the loyalty model based on customer experience on each oth More

The purpose of this study was to explain the loyalty model based on customer experience in the tourism industry, especially in the hotel industry, in order to conceptualize loyalty, to examine how the factors of the loyalty model based on customer experience on each other and practical solutions to improve the customer loyalty process in the service sector Especially hospitality. In this research, using the exploratory hybrid design, the concept of loyalty of conceptualization and in the form of a model, the process is explained and extracted. In the first research, the foundation data strategy was used in the form of open, axial and selective coding in the first stage of the design of the model.For this purpose, raw data of deep interviews was gathered with 25 managers, experienced clients and university professors..The results of this research phase, the explanation of 21 categories in 8 categories, describe the quality of hotel staff, the quality of the environment and physical space of the hotel, the quality of hotel service functions, empirical marketing, internal marketing, relationship marketing, customer development, customer empowerment , Tourism industry capabilities, customer perceptions and expectations of the services and provider, multiple value creation for customers, customer reset, customer support from the hotel brand, profit making, improved communication capabilities with customers, increased forecasting power in Future, upgrading service quality, reducing competitors' threats, improving brand credibility, improving quality of service Life, economic and social capital that model paradigm is presented. Manuscript profile

Open Access Article

41 - Math Modeling Customer Satisfaction with Dynamic Planning Approach (Case Study: Saipa Automobile Companies, Iran Khodro and Pars Khodro(
kamran jalilian kameleh nasiri

Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is fo More

Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is formulated based on indicators after sale services, sale process, initial quality study, initial quality study, automotive performance execution and layout of the automobile industry. Also, by presenting an optimization model, the optimum customer satisfaction path from 1395 to 1404 is presented as a perspective for Iran Khodro, Saipa and Pars Khodro companies using an optimized control methodology, which is used to solve the MATLAB software. Finally, the cost of upgrading the customer satisfaction of the products of these companies for two consecutive years is 1396-1395. The results of the research show that the number of initial quality study has the most impact on customer satisfaction, which should be given more importance in the future planning of automobile companies as the most important control variable in order to improve the optimum route of customer satisfaction over the years to come. Manuscript profile

Open Access Article

42 - Investigating the behavior of bank customers after the merger of branches with the development of a cluster analysis model; Case Study: Mellat Bank
رضا قسمتی

The emergence and expansion of new service channels in banks, the large number of branches in the service network of banks, and the high cost of the branch, on the one hand, led the banks to reduce the number of branches and the integration of smaller branches in other More

The emergence and expansion of new service channels in banks, the large number of branches in the service network of banks, and the high cost of the branch, on the one hand, led the banks to reduce the number of branches and the integration of smaller branches in other branches, but factors such as the loss of customers , Brand coverage, social security deprivation, etc., have created considerations for banks in integrating branches. In this paper, a comprehensive overview of the literature on mergers of bank branches and similar issues was first discussed and influential variables were identified in the problem. Then, the behavior of customers influenced by the merger of branches as one of the key variables affecting the problem has been investigated. For this purpose, a five-step model has been developed in this paper, with its main core of cluster analysis techniques. Finally, in order to demonstrate the effectiveness and applicability of the developed model, a case study of Mellat branches has been used in the country. Manuscript profile

Open Access Article

43 - Assessing the impact of passion on social media on intention of revisit tourists with a mediating role of customer interaction with customer (Case study: Tourists of Isfahan city)
Yazdan Shirmohammadi Ramadan Gholami Awati Maryam Mohammadi Moghaddam

Today, social media has become an opportunity for organizations and tourism destinations and regarding to the importance of Customer Loyalty, Organizations are always looking for ways to reach this kind of customers. Including; Customer-to-customer interactions are very More

Today, social media has become an opportunity for organizations and tourism destinations and regarding to the importance of Customer Loyalty, Organizations are always looking for ways to reach this kind of customers. Including; Customer-to-customer interactions are very important to marketers. To the extent that some researchers believe that positive interactions between customers with each other is one of the most effective and efficient ways to create loyalty to the organization. The present study seeks to evaluate the impact of passion on social media on the intention to revisit tourists with the mediating role of customer interaction with customer. The present research is practical in terms of purpose and descriptive survey in terms of method. The statistical population of the study is the tourists of Isfahan City in the first six months of 1398, whose number was estimated to be 210 by simple sampling method and through Cochran's formula. A researcher-made questionnaire was used in order to gathering information. Statistical analyzes were performed using SPSS and Amos software and the regression method was used in the hypothesis path analysis test. The findings show that, in general, the desire to work on the Facebook social media affects the intention of visiting tourists. And when the mediating role of the interaction of the tourist with each other is also considered, this effect still exists and in some cases this effect will be even greater. Among the research components; Customer satisfaction, perceived enjoyment, sense of usefulness and extraversion has a greater impact on the tourist's revisitability. Manuscript profile

Open Access Article

44 - The effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction (Case study: Razi Insurance customers)
hamid reza masoudi

The purpose of this study is to investigate the effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction among Razi Insurance customers in Qazvin. A questionnaire with a five-point Likert scale was used to col More

The purpose of this study is to investigate the effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction among Razi Insurance customers in Qazvin. A questionnaire with a five-point Likert scale was used to collect data, Cronbach's alpha coefficient and combined reliability were used to measure its reliability, and the extracted mean variance (AVE) was used to measure its validity. The statistical population of the study is Razi Insurance customers in Qazvin. The available sampling method and statistical sample size using Cochran's formula is 384 people. In order to describe the findings, the frequency distribution table as well as bar graphs and central indicators such as mean as well as dispersion indices such as standard deviation and variance have been used. To answer the research questions and conclude from statistical methods and different tests using SPSS22 and LISREL8.54 software, to check the normality of the data from Kolmogorov-Smirnov test, confirmatory factor analysis test to confirm Validity of the questions and structural equation modeling technique were used to evaluate the fit of the research model with the collected data. The results showed that the main services provided by employees at a rate of 0.23 on customer satisfaction, communication services provided by employees at a rate of 0.42 on customer satisfaction and also 0.36 customer on the behavioral intention of customers (behavioral intentions). . Also, 14.5% of the total effect of the main services provided by employees on customer behavioral goals and 28.5% of the total effect of communication services provided by employees on customer behavioral goals are indirectly explained by the mediating variable of customer satisfaction. Manuscript profile

Open Access Article

45 - Comprehensive Design Of Empowering Human Resources Using Knowledge Management (Case Study I.R.I Customs)
محمد سعید پوررضا mohamadAli sarlak Ali Jamshidi

Summary Human resources are the most valuable resource of an organization that can shape the competitive advantage of today's organizations to cope with widespread environmental changes. Powerful human resources are the winners of today's organizations. The purpose of More

Summary Human resources are the most valuable resource of an organization that can shape the competitive advantage of today's organizations to cope with widespread environmental changes. Powerful human resources are the winners of today's organizations. The purpose of this research is to achieve and design a comprehensive human resource empowerment model with the help of knowledge management in the Islamic Republic of Iran Customs. In this study, the qualitative research method (Delphi) was used and the opinion of Islamic Republic of Iran Customs experts and academic experts in the fields of knowledge management and human resources empowerment were used. This method was performed in three rounds and two dimensions, ninety components and sixty-six indices were identified. Also, Delphi process was extracted after removing two-dimensional low-average components, nineteen components and forty-six indices for model design. After determining the weights of each of the components and indices, the highest ranked indices in each component were selected to design the final model and the final model was designed. Manuscript profile

Open Access Article

46 - Investigating the Relationship between Knowledge Management Processes and Factors Affecting Human Resources Empowerment
mohammadsaeed POUR REZA mohamadAli sarlak Ali Jamshidi

Summary Human resources are the most valuable resources of an organization that collect and store in their minds as experiences, experiences, trends, solutions, initiatives, etc. as a knowledge base. When this knowledge was implicitly and explicitly taken out of the ha More

Summary Human resources are the most valuable resources of an organization that collect and store in their minds as experiences, experiences, trends, solutions, initiatives, etc. as a knowledge base. When this knowledge was implicitly and explicitly taken out of the hands of the organization and managed, It can be fruitful and can help achieve organizational goals. This happens during the knowledge management process. The process of identifying, producing, disseminating, integrating, and applying the right knowledge at the right time by the right person in the knowledge management organization. This article attempts to describe and define knowledge management and the relationship between knowledge management and human resource empowerment while explaining the impacts of knowledge management on human resource empowerment. Summary Human resources are the most valuable resources of an organization that collect and store in their minds as experiences, experiences, trends, solutions, initiatives, etc. as a knowledge base. When this knowledge was implicitly and explicitly taken out of the hands of the organization and managed, It can be fruitful and can help achieve organizational goals. This happens during the knowledge management process. The process of identifying, producing, disseminating, integrating, and applying the right knowledge at the right time by the right person in the knowledge management organization. This article attempts to describe and define knowledge management and the relationship between knowledge management and human resource empowerment while explaining the impacts of knowledge management on human resource empowerment. Manuscript profile

Open Access Article

47 - Investigating the Factors Affecting the Performance Evaluation of Social Security Brokers in Isfahan Province
seyedhamid Ghoreishi seyedalireza ebrahimi

Abstract Background: Any organization needs to be evaluated for awareness of the desirability and quality of its activities, especially in complex and dynamic environments. On the other hand, the lack of a system of evaluation and control in a system means that it isn' More

Abstract Background: Any organization needs to be evaluated for awareness of the desirability and quality of its activities, especially in complex and dynamic environments. On the other hand, the lack of a system of evaluation and control in a system means that it isn't communicating with the inner and outer environment, which implies that is aged and ultimately the death of the organization. In this regard, the present study was conducted with the aim of designing a performance evaluation model for social security agencies in Isfahan province. The purpose of this research is application and developmental type. Methodology: The population of the present study consisted of all experts and experts in the field of social security, managers, staff and clients of social security agencies of Isfahan province, which reported about 10,300 people in 1398. The research sample was determined using the Morgan table of 373 individuals. Data were gathered by field method and a researcher-made questionnaire was used for data collection. SmartPLS software was used for data analysis and analysis. Results:The findings showed that customers'viewpoint had a significant effect on the evaluation of the overall performance of the brokerage (t=2.291,p<0.01). Also, the effect of headline managers'view on evaluating the overall performance of the brokerage firm (t=1.988,p<0.05) is significant. However, the effect of employee's view on performance evaluation (t=0.242) wasn't significant. Conclusion: According to the results of the research, it can be said that in evaluating the performance of the organization, in addition to employees and management, customers have a significant role. Manuscript profile

Open Access Article

48 - Investigating the Factors Affecting the Performance Evaluation of Social Security Brokers in Isfahan Province
seyedalireza ebrahimi seyedhamid Ghoreishi

Background: Any organization needs to be evaluated for awareness of the desirability and quality of its activities, especially in complex and dynamic environments. On the other hand, the lack of a system of evaluation and control in a system means that it isn't communic More

Background: Any organization needs to be evaluated for awareness of the desirability and quality of its activities, especially in complex and dynamic environments. On the other hand, the lack of a system of evaluation and control in a system means that it isn't communicating with the inner and outer environment, which implies that is aged and ultimately the death of the organization. In this regard, the present study was conducted with the aim of designing a performance evaluation model for social security agencies in Isfahan province. The purpose of this research is application and developmental type. Methodology: The population of the present study consisted of all experts and experts in the field of social security, managers, staff and clients of social security agencies of Isfahan province, which reported about 10,300 people in 1398. The research sample was determined using the Morgan table of 373 individuals. Data were gathered by field method and a researcher-made questionnaire was used for data collection. SmartPLS software was used for data analysis and analysis. Results:The findings showed that customers'viewpoint had a significant effect on the evaluation of the overall performance of the brokerage (t=2.291,p<0.01). Also, the effect of headline managers'view on evaluating the overall performance of the brokerage firm (t=1.988,p<0.05) is significant. However, the effect of employee's view on performance evaluation (t=0.242) wasn't significant. Conclusion: According to the results of the research, it can be said that in evaluating the performance of the organization, in addition to employees and management, customers have a significant role. Manuscript profile

Open Access Article

49 - Modeling of Electronic Word of Mouth Marketing Based on text mining User comments, A new approach On social commerce
Elham Ramezani Ali Rajabzadeh Ghatary Vahid Baradaran Maryam Shoar

The purpose of this article is to present an Electronic Word of Mouth marketing model in social commerce Based on text mining User comments in sale sites. Due to the new research in this field and using the text mining method of user comments to express the variables of More

The purpose of this article is to present an Electronic Word of Mouth marketing model in social commerce Based on text mining User comments in sale sites. Due to the new research in this field and using the text mining method of user comments to express the variables of this type of marketing model, this research is a kind of Exploratory Developmental Research. The method used in this research Is combination of qualitative and quantitative. In this regard,by studying previous researches As well as receiving, preprocessing and analyzing 11thousand Customers Online Comments In the case of digital products, Repetitive words with a positive label were selected Then, using Word2vec algorithm The variables of the Electronic Word of Mouth marketing model Were extracted using text mining technique. Fitting the model extracted, based on the comments of experts and users of internet sales sites in Iran with the help of a Questionnaire and analysed with statistical tools of least squares. The statistical sample of the second phase Due to the unlimited statistical population it was estimated according to Cochran's formula 384. In order to review and present the final model from the structural equations approach with SmartPLS software was used. The results show that customer interaction, message quality and Customer mental image will have positive and significant impact on the Platform and channel attractiveness of Electronic word of mouth marketing channel, Finally, these two variables will have a positive and significant impact on the Customer behavior and business brand. This model emphasizes new dimensions of variables of the Electronic Word of Mouth marketing model that can be helpful for business owners and marketers. Manuscript profile

Open Access Article

50 - Designing an evaluation model of the effective factors on customers’ satisfaction with a system dynamics approach in the ceramic tile industry of Yazd province
amir ehsan Ishaqiyeh Firouzabadi

Abstract IntroductionTherefore, the purpose of this study is to present a simulated model of factors affecting customer satisfaction based on dynamic methodology in order to analyze the factors and also improve customer satisfaction. Method:This research is applied More

Abstract IntroductionTherefore, the purpose of this study is to present a simulated model of factors affecting customer satisfaction based on dynamic methodology in order to analyze the factors and also improve customer satisfaction. Method:This research is applied in terms of purpose and analytical-descriptive in terms of data collection from the survey branch. First, the initial and proposed model was drawn based on the research background and literature. The statistical population in the present study includes three groups of experts and specialists, information and data and personnel of the ceramic tile industry in Yazd province. At first, a panel of experts (15-20) people were selected and dynamic and key variables affecting the model were identified through semi-structured interviews.While collecting statistical data and financial information, a questionnaire was prepared using the opinion of experts and measured using factor analysis. Results: through simulation by Vensim, show that factors that increase customer satisfaction include quality, product diversity, and on-time delivery and factors that decrease customer satisfaction include ceramic tile import from other countries, low quality, high price, and lack of on-time delivery. Conclusion: Therefore, companies' attention to the model presented in this study can have a significant effect on increasing customer satisfaction. Managers can also play an effective role in increasing customer satisfaction by adopting strategic and creative policies. Manuscript profile

Open Access Article

51 - Intelligent Bargaining in Market Using Reinforcement Learning
M. A. Saadatjoo V. Derhami فاطمه سعادت جو

Using Information Technology techniques have been increased complication and dynamicity of supply-and-demand systems like auctions. In this paper, we introduce a novel method by applying Reinforcement Learning (RL) price offer as one of the robust methods of agent learn More

Using Information Technology techniques have been increased complication and dynamicity of supply-and-demand systems like auctions. In this paper, we introduce a novel method by applying Reinforcement Learning (RL) price offer as one of the robust methods of agent learning which can be used in interactive conditions with minimum level of information in auction and reverse auction. Negotiation as one of the challengeable and complicated behaviors is caused an agreement on price in auctions. The main aim of our method is maximizing seller’s and customer’s profits. We formulate seller and customer selection in form of two different RL problems. All of the RL parameters like states, actions, and reinforcement function are defined. Also, we describe an experimental method to compare with our proposed method for proving advantages of our method. Manuscript profile

Open Access Article

52 - Identification and evaluation of factors influencing the culture of E-learning for adoption of IT and implementation of SCRM
میثم کیوانی Mehdi Zrak hossein momeni mahmouei Ali Hosseinzadeh

The purpose of this study was to identify and evaluate the effective factors of e-learning culture for IT adoption and SCRM deployment in Shargh Cement Company. The qualitative and objective research approach is a thematic exploratory study in which 25 managers of sharg More

The purpose of this study was to identify and evaluate the effective factors of e-learning culture for IT adoption and SCRM deployment in Shargh Cement Company. The qualitative and objective research approach is a thematic exploratory study in which 25 managers of shargh cement and experts in this field were selected through semi-structured interviews through simple random sampling method. Findings The research identifies seven major themes, or factors, affecting e-learning culture for IT adoption and SCRM deployment. The seven themes are structural factors, behavioral factors, environmental factors, processes, outputs, effects and outcomes. 146 codes were extracted from these main themes in the context of the interviews.From these main themes, 75 concepts were extracted based on conceptual similarity, categorization, and composition. Then, the role of each of the subcategories in creating an e-learning culture for IT adoption and SCRM deployment was examined. Manuscript profile

Open Access Article

53 - A Study Of Pass Of Risk And Its Review In Case Of Customer-Specific Options
ziba mirzaaqazadeh Reza Maghsoody

In case of contract of sale until the receipt is made, the guarantee will be the responsibility of the seller and in case of loss, the seller guarantee will be an example of the rule of loss of the seller before the receipt, but the rule of loss in the optional land wil More

In case of contract of sale until the receipt is made, the guarantee will be the responsibility of the seller and in case of loss, the seller guarantee will be an example of the rule of loss of the seller before the receipt, but the rule of loss in the optional land will not be optional. This is a challenge because according to this rule, despite the possibility of a bill, but under certain conditions, in case of customer-specific options, the loss will still be the responsibility of the seller, ie the party that does not have the option and the right to cancel will be responsible for the loss. The rule is contrary to the requirements of ownership. It should be sufficient with certainty and it should be considered as only three animal options, a condition and a parliament. Manuscript profile

Open Access Article

54 - Relationship between organizational citizenship behavior and customer citizenship behavior and its effect on the performance of Kohgiluyeh and Boyer-Ahmad Gas Company
sajad mousaviabad

The present study belongs to the category of exploratory-applied research. The statistical population of this research consists of employees and customers of Kohgiluyeh and Boyer-Ahmad Gas Company. The number of employees of Kohgiluyeh and Boyer-Ahmad Gas Company is 100 More

The present study belongs to the category of exploratory-applied research. The statistical population of this research consists of employees and customers of Kohgiluyeh and Boyer-Ahmad Gas Company. The number of employees of Kohgiluyeh and Boyer-Ahmad Gas Company is 1000 people, which corresponds to each employee selected by one customer, and the number of samples was selected using Cochran's formula of 280 people. Preliminary information about the mentioned variables was collected in the field by three samples of a questionnaire, one with 16 questions for gas company employees and the other with 17 questions for customers, which was compiled based on the Likert scale and EFQM questionnaire to evaluate performance. The collected data in this study have been reviewed and analyzed using SPSS software. Findings indicate that there is a relationship between organizational citizenship behavior and customer citizenship behavior and these two behaviors affect the performance of Kohgiluyeh and Boyer-Ahmad Gas Company. Manuscript profile

Open Access Article

55 - The Impact of Co-branding Elements on Customers’ Satisfaction and Loyalty in Chain Restaurants in Tehran
Jafar Ahangaran رضا اصلاني

Restaurant management is one of the important subsets of the tourism industry that makes tourist destinations more attractive. Additionally, food can be a cultural signifier and promote different cultural perspectives. Emerging concepts like co-branding can develop and More

Restaurant management is one of the important subsets of the tourism industry that makes tourist destinations more attractive. Additionally, food can be a cultural signifier and promote different cultural perspectives. Emerging concepts like co-branding can develop and improve the status of restaurant management in Iran. This research surveyed the impact of co-branding elements on customers’ satisfaction and loyalty in chain restaurants in Tehran. This is an applied research. Data are qualitative. Methods of data collection are documentary and survey. The statistical population was chain restaurants in Tehran. Data were collected through 268 questionnaires with convenience sampling. The Kolmogorov-Smirnov test, Pearson correlation coefficient, confirmatory factor analysis, and structural equation modeling have been used for data analysis. Research conceptual model evaluation has been done through partial least square path analysis with PLS software. The results indicated the impact of 3 elements of co-branding strategy on customers’ satisfaction and loyalty. The elements are “Price advantage, rewards-based advertising, and support services.” Co-branding can be an effective marketing strategy for restaurant managers to increase their customers’ satisfaction, and to make a better policy to achieve their goals. Manuscript profile

Open Access Article

56 - Investigating the Effect of Organizational Citizenship Behavior on Service Quality, and Customers' Satisfaction and Loyalty in the Hotel Industry: A Case Study of Mazandaran Province’s Parsian International Hotels
jafar bahari mehdi karoubi Shahla Bahari

10.52547/journalitor.35756.10.20.157

This study sought to investigate the effect of organizational citizenship behavior on service quality offered to and the satisfaction and loyalty of customers in the hotel industry, selecting the Parsian International Hotels in Mazandaran province, including the Parsian More

This study sought to investigate the effect of organizational citizenship behavior on service quality offered to and the satisfaction and loyalty of customers in the hotel industry, selecting the Parsian International Hotels in Mazandaran province, including the Parsian Azadi Hotel in Ramsar, Iran (four-star) and the Parsian Azadi Khazar Hotel in Namakabroud, Chaloos, Iran (five-star) as the cases of the study, which was conducted in summer 2017. The study is regarded as applied in terms of purpose, descriptive in terms of research method, and survey in terms of data collection method, using Structural Equation Modeling and the Smart PKS Software to analyze the collected data. The study’s statistical population comprised all employees and visitors of Persian International Hotels in Mazandaran province, out of which the sample size was selected via random sampling and the Cochran. Moreover, a standard questionnaire was administered to collect the required data, whose reliability was measured using Cronbach's alpha. The study’s results indicated that organizational citizenship behavior had a significant positive influence on service quality offered to and the satisfaction and loyalty of the customers. It was also found that the customers’ satisfaction had a significant positive effect on their loyalty and that the customers’ satisfaction had the greatest path coefficient value, exerting the highest influence on the customers’ loyalty compared to other variables. Finally, necessary recommendations were offered based on the results of the data analysis. Manuscript profile

Open Access Article

57 - Investigating the Influence of Human Resources Management Activities on Customer Loyalty in the Hoteling Industry Using a Multilevel Approach
zahra Nikkhah-Farkhani Mohammad shaykhzade

10.52547/journalitor.36121.11.21.1

Considering the fact that customer loyalty is regarded as one of the most important concerns of hotel managers, this study sought to investigate the influence of human resources management activities on customer loyalty using a multi-level approach. The statistical popu More

Considering the fact that customer loyalty is regarded as one of the most important concerns of hotel managers, this study sought to investigate the influence of human resources management activities on customer loyalty using a multi-level approach. The statistical population of the study comprised of managers, staff, and customers of four-star and five-star hotels in Mashhad. Moreover, the statistical sample size of the research at the organization level consisted of thirty-four, one-hundred and forty, two-hundred and forty managers, staff, and customers at organizational, staff, and customer levels, respectively. On the other hand, Sam’s 12-item questionnaire (2008) and the 17-item questionnaire developed by Al-Rafiei et al. (2013) were used to measure the human resources management activities and the staff’s satisfaction and loyalty, respectively, whose validity and reliability was tested using the Content validity method and Cronbach's alpha, respectively. Finally, HLM 7.02 and the SPSS software were used to analyse the collected data. The results proved the positive influence of human resources management activities on the staff’s satisfaction and loyalty, and in turn, on the satisfaction and loyalty of the customers. Therefore, it could be argued that hotel managers can increase the loyalty of their customers by emphasizing human resource management activities and improving their staff’s satisfaction and loyalty, which would increase the profitability of hotels in the long term by reducing marketing costs. Manuscript profile

Open Access Article

58 - Investigating the Relationship between Service Quality and Customer's Satisfaction, Loyalty, and Trust: A Case Study of Tehran's Enghelab and Laleh Hotels
jafar bahari Shahla Bahari

10.52547/journalitor.36165.9.18.0

Today's business environment requires organizations to find new strategies to compete with their rivals. Therefore, maintaining customer satisfaction and loyalty is an important goal to achieve by organizations. In a world where competition among companies is constantly More

Today's business environment requires organizations to find new strategies to compete with their rivals. Therefore, maintaining customer satisfaction and loyalty is an important goal to achieve by organizations. In a world where competition among companies is constantly increasing, the immediate solution to achieve a sustainable competitive advantage is to improve the quality of services, which in turn leads to customer satisfaction. Many organizations have recognized that customer satisfaction can bring about their long-term success, and the entities involved in the tourism industry, especially the hotels, are no exception. Furthermore, many studies conducted in various industries have shown that providing quality services is a key factor in building customer loyalty. In other words, offering superior services to customers leads to customer satisfaction, which is necessary to establish customer loyalty. This functional survey study set out to investigate the relationship between service quality and customer satisfaction, loyalty, and trust in the Enghelab and Laleh hotels in Tehran city. To collect the required data, some questionnaires were administered to the hotels' guests who were selected via the available non-random sampling method. The data were then analyzed via structural equation modeling using SMART PLS software. The results showed that service quality had a significant positive effect on customer satisfaction, trust, and loyalty. It was also found that customer satisfaction had a significant positive effect on customer's trust and loyalty. The impact of customer's trust on customer's loyalty was also proved to be positive and significant. Manuscript profile

Open Access Article

59 - Investigating the effect of Servicescape on Customer Dysfunction Behaviors respect to the Moderating Role ‎ of Customer Vulnerability
Alireza Rajabipoor Roghaye Quchani Maryam Ahmadi Zahrani

The purpose of this study is to identify the effect of servicescape on dysfunctional customer behavior‎ with respect to the moderating role was customer vulnerability in restaurants in Yazd. The statistical population in the present study is the customers of a collectio More

The purpose of this study is to identify the effect of servicescape on dysfunctional customer behavior‎ with respect to the moderating role was customer vulnerability in restaurants in Yazd. The statistical population in the present study is the customers of a collection of selected restaurants in Yazd in 1399. The sample size of 250 participants was considered and selected by the available sampling method. Measurement tools were standard questionnaires. The results related to the direct effects of the components of the servicescape with the customer vulnerability showed the direct paths of the layout and design component to the vulnerability and the direct path of the restaurant's interior component to be significant. The results related to indirect effects showed that the indirect path of the layout and design component to the customer dysfunction behaviors ‎ is significant due to the mediating role of vulnerability, but the indirect path of the exterior environment component to the customer dysfunction behaviors is not significant due to the mediating role of vulnerability. The results related to the moderating effects of customer vulnerability in predicting customer dysfunction behaviors‎ concerning environmental components with customer dysfunction behaviors ‎are not significant. it can be said that the servicescape leads to customer satisfaction with the services received and at the same time can reduce the vulnerability that is caused by the loss of well-being in receiving services and the satisfaction that reduces the sense of loss of well-being can lead to a reduction in customer dysfunction behaviors. Manuscript profile

Open Access Article

60 - Designing a model for creating a company's value set, taking into account the customer's ethical value and social ethical value
Keyvan Mohbed Hashem NikouMaram Karim Hamdi

The overall purpose of this study is to provide a model for creating a set of company value, customer ethical value and social ethical value with a positive marketing approach. Data is in the category of exploratory (qualitative-quantitative) research and is done in two More

The overall purpose of this study is to provide a model for creating a set of company value, customer ethical value and social ethical value with a positive marketing approach. Data is in the category of exploratory (qualitative-quantitative) research and is done in two phases. In the first phase, using the opinion of 15 experts and relying on study sources, the model framework was presented and validated. The statistical community in the second phase is the group of customers of entrepreneurial insurance services. In order to collect information and analyze the data, in the qualitative phase, the method based on data theory was used and in the quantitative phase, the method of structural equation modeling was used. Likert spectra were used. According to the results in the first and second part, social marketing has the greatest impact and role on positive marketing and positive marketing has the greatest impact and role on the value of the company. Manuscript profile

Open Access Article

61 - Investigating the effect of salespeople’s personal interaction on customers word- of - mouth with mediating role affective customer experience and moderating role of customer ethnocentrism and foreign product affinity (Case study of: customers of Janbo chain stores in Tabriz)
Ramin Bashirkhodaparasti Nasrin Nemati

The purpose of this study was to investigate the effect of personal interaction of sellers on the tendency of customers to word-of-mouth marketing by considering the mediation of effective customer experience and moderation of customer ethnicity and the desire for forei More

The purpose of this study was to investigate the effect of personal interaction of sellers on the tendency of customers to word-of-mouth marketing by considering the mediation of effective customer experience and moderation of customer ethnicity and the desire for foreign product among customers of Janbo chain stores in Tabriz. The statistical population is the customers of Janbo chain stores in Tabriz. To determine the sample size, considering that the target population is unlimited, the Cochran sample size determination formula was used and the sample size was 382 people. Sampling method is available in the present study. Data were collected through a questionnaire and to calculate the reliability of the questionnaire we used Cronbach's alpha coefficient, the value of which was calculated for the whole questionnaire 0.874. Also, SPSS software version 25 was used for data analysis and Smart PLS software was used for inferential statistics and hypothesis testing. The results of the study indicate a positive and significant effect of personal interaction of sellers on the desire to market word of mouth to customers and in this regard the effective customer experience has a mediating role and also the moderating effect of customer's ethnicity and desire for foreign product on effective customer experience. Took. Therefore, the main question of this research is whether the personal interaction of sellers affects the desire for word-of-mouth marketing through the mediation of effective customer experience and moderation of customer ethnicity and desire for foreign products among customers of Janbo chain stores in Tabriz? Manuscript profile

Open Access Article

62 - Designing a dynamic model of brand equity with a focus on fake news and customer knowledge at Coca-Cola
Davood ariannejad Alireza Pouya Hadi Bastam Ali Hosseinzadeh

Objective: The purpose of this research is to design a dynamic model of brand equity focusing on fake news and customer knowledge. Methodology: The research approach used is mixed and the time period of simulation in this research was (from 2025-2020). Library sources More

Objective: The purpose of this research is to design a dynamic model of brand equity focusing on fake news and customer knowledge. Methodology: The research approach used is mixed and the time period of simulation in this research was (from 2025-2020). Library sources have been used to collect information in the stages of identifying variables, expressing dynamic hypothesis, conceptualizing the system, and forming initial cause and effect diagrams; In order to clarify how the variables affect each other, formulating relationships and verifying the validity of the final model of system dynamics from interviews with experts in the food industry and Mashhad Co. ¬ Production of behavior was used. Findings: According to the results of the research, brand equity has a dynamic nature, and all the dimensions and components affecting it can be changed over time based on different policies, and also the repetition and spread of fake news about an organization and its products can reduce brand equity. and the amount of trust of customers and the credibility of the organization decreases with the repetition of fake news. Conclusion: The investment of the organization in order to increase the customer's knowledge about the products and remove the misconceptions caused by fake news can increase the trust in the brand and lead to the neutralization of the effect of fake news on the brand value. Manuscript profile

Open Access Article

63 - Investigating the effect of employees' perceptions of corporate social responsibilities on organizational pride and customer service commitment
elahe Maneshdavi seyed mehdi mirmehdi فتانه یاراحمدی

In organizations today, lack of sense of responsibility towards customers prevents effective service to them.The purpose of this study was to investigate the effect of employees' perceptions of corporate social responsibilities on organizational pride and customer servi More

In organizations today, lack of sense of responsibility towards customers prevents effective service to them.The purpose of this study was to investigate the effect of employees' perceptions of corporate social responsibilities on organizational pride and customer service commitment in Ahvaz Social Security Organization. This research is applied and descriptive. The statistical population of this research is 210 employees of the Social Security Organization of Khuzestan province. Cochran's formula was used to determine the sample size and the number of samples was estimated to be 126. Sampling in this study was simple random. The data collection tool in this study is a questionnaire. The validity of the questionnaires was confirmed by using the content validity method and their reliability was confirmed by calculating Cronbach's alpha. In this study, to investigate and test the hypotheses and conceptual model, the structural equation approach and Smart Pls2 and Spss 19 software were used. The results of examining the hypotheses showed that social responsibility has a positive and significant effect on organizational pride. It also showed that among the dimensions of social responsibility, legal responsibility and humanitarian responsibility are of the highest importance. The results also show that social responsibility and customer service commitment have a positive and significant effect and finally organizational pride has a positive and significant effect on customer service commitment. Manuscript profile

Open Access Article

64 - The position of legal rules in international environmental law
mahnaz farajpoor

The increasing growth of environmental pollution and destruction and the formation of successive environmental crises caused governments to seriously think of a solution almost four decades ago, based on this, international environmental law as one of the branches of in More

The increasing growth of environmental pollution and destruction and the formation of successive environmental crises caused governments to seriously think of a solution almost four decades ago, based on this, international environmental law as one of the branches of international law. Public was formed by the international community through the establishment and implementation of binding and non-binding legal rules and in recent decades it has developed in terms of content, form and structure considering that the importance and fundamental role of the environment in human life and development is undeniable. Therefore, the basis of the global decision to protect the environment became concrete with the formation of the first United Nations World Conference on Man and the Environment named "Stockholm Convention" in Sweden in 1972, so that the human right to enjoy a healthy environment is equal to Human rights were recognized. Based on this, in the present study, we intend to answer this basic question by using the analytical descriptive method with the help of library tools, what is the position of legal rules and especially customs in international environmental law? The research hypothesis states that customs had an important impact on the formation of rules and agreements resulting from international environmental law. Manuscript profile

Open Access Article

65 - Presenting a model of structural equations, The effect of brand sensory experience on brand equity with emphasis on the mediating role of customer cognitive, emotional and behavioral attachment in cosmetic products
Abolghasem Gholamreza Tehrani Houshang Asadollah Serajoddin Mohebbi Shahriar Azizi

The purpose of this study is to provide a model of structural equations for the effect of brand sensory experience on brand equity with emphasis on the mediating role of customer cognitive, emotional and behavioral attachment in the cosmetics market. In the present stud More

The purpose of this study is to provide a model of structural equations for the effect of brand sensory experience on brand equity with emphasis on the mediating role of customer cognitive, emotional and behavioral attachment in the cosmetics market. In the present study, a descriptive-survey method has been used. The statistical population of the study was the customers of cosmetic products in Greater Tehran who were selected by random cluster sampling. Based on Cochran's formula, 384 cosmetics customers in Tehran were selected as the statistical sample of the study. In the present study, the Hipula et al. (2017) questionnaire was used. Findings showed that brand sensory experience has a positive and significant effect on brand equity by emphasizing the mediating role of cognitive, emotional and behavioral attachment of the customer in the cosmetics market. The results showed that the proposed model has a good fit with the data of this study and can explain 50% of the variance of cognitive attachment, 40% of emotional attachment, 36% of behavioral attachment and 62% of the variance of brand equity. Manuscript profile

Open Access Article

66 - A comparative study of the opinions of clients and managers of non-governmental employment agencies regarding the relationship between service marketing factors and customer attraction
Fereydon omidi

Organizations with whatever purpose they are formed, are required to satisfy their customers. This requirement comes from the divine commands to preserve the dignity of human beings, from the law and social motivations, as well as from the necessity of providing organiz More

Organizations with whatever purpose they are formed, are required to satisfy their customers. This requirement comes from the divine commands to preserve the dignity of human beings, from the law and social motivations, as well as from the necessity of providing organizational benefits to obtain appropriate profits. The purpose of this research is to compare the opinions of clients and non-governmental recruitment managers regarding the relationship between service factors and location in order to improve the performance of non-governmental recruitment to obtain more satisfaction from clients and attract more of them. The research sample includes managers and clients of non-governmental employment agencies in Khuzestan province (N=260), according to available sources and special questionnaires on the effect of mixed marketing factors. The service by attracting customers and the characteristics of non-governmental employment services, a researcher-made questionnaire has been used. In this research, two types of tests have been used, the sum of ranks test and the Faridman test, considering that there were two types of independent statistical population (statistical population of managers and statistical population of customers), these tests were used to test the hypotheses. . The obtained results show. There is a significant difference between the opinions of clients and non-government recruitment managers regarding the mixed factors of service marketing and location. Manuscript profile

Open Access Article

67 - The Effect of Relationship Marketing On Customer Retention through Customer Engagement Considering Customer Citizenship Behavior
Reza Pourmohammad morad rezaei dizgah

In these years due to intense competition companies have forced to use tools and methods for enhancing their customer retention. There effective and common strategies for improving this issue. One of these significant and important strat More

In these years due to intense competition companies have forced to use tools and methods for enhancing their customer retention. There effective and common strategies for improving this issue. One of these significant and important strategies is relationship marketing. This research accomplished in order to investigate the effect of relationship marketing on customer retention through customer engagement considering customer citizenship behavior within broiler manufacturers in province of guilan (north of Iran) . This is descriptive survey research based on data collecting. Statistical population were selected among consumers of broiler industry’s products by non-probability sampling method. Data collecting tool were questionnaire and sample size were 150. For testing reliability cronbach’s alpha test was used. For analyzing dates used Amos Graphic and SPSS. Results showed that trust and conflict handling as relation marketing elements have positive and significant effect on customer retention through customer engagement , and also results showed that customer citizenship behavior has no significant effect on relationship of customer engagement and customer retention. Manuscript profile

Open Access Article

68 - From Introduction to Consumer Behavio: Investigating the Moderator Role od OLE Aesthic Risk and Percived Economic
omid behboodi Zahra Mohamadzadeh Tayebeh Ramezani

The purpose of this study is to investigate the role of intention to use electronic banking services on the actual behavior of using these services and the moderating role of economic risk and perceived aesthetics on the relationship between intention and behavior in th More

The purpose of this study is to investigate the role of intention to use electronic banking services on the actual behavior of using these services and the moderating role of economic risk and perceived aesthetics on the relationship between intention and behavior in the future bank.The descriptive research method is an applied goal,and in terms of implementation method,a descriptive survey and a questionnaire were used to collect data.In the present study,the statistical population includes customers and depositors of Ayandeh Bank who use the electronic services on the Internet of this bank. Data analysis of250 questionnaires collected from Ayandeh Bank customers in Mashhad was performed using structural equation modeling technique and PLS statistical software. The results showed that the structural model of the present study has sufficient predictive power.It was also found that the intention to use e-services affected their behavior of such services.The results showed that the perceived economic risk negatively affects consumers' intention to use the e-services of Ayandeh bank on their usage behavior.It was finally determined that perceived aesthetics risk does not affect the relationship between our sample's intention to use e-banking services' behavior.In general,the intention to use motivational factors affects the behavior of actual use of technology, and this study depicts e-banking and shows the number of efforts people are willing to make Manuscript profile

Open Access Article

69 - Compilation of Customer Purchase Behavior Management Model in Insurance Industry
Mohammad Mahmoudi Maymand Taibeh Ramezani Mohammad Mehdi Parhizgar Hadi Movludian

<p>Increasing competition in the insurance market has made managers of this industry think of a solution for a lasting presence, and finding new customers and maintaining existing customers is a very important success factor for today's businesses. Therefore, the curren More

<p>Increasing competition in the insurance market has made managers of this industry think of a solution for a lasting presence, and finding new customers and maintaining existing customers is a very important success factor for today's businesses. Therefore, the current research was conducted with the aim of developing a model of customer purchase behavior management in the insurance industry using a mixed method in two qualitative and quantitative sections. The statistical population of the research in the quantitative part included 25 experts from university professors active in the field of insurance, managers and high-ranking specialists of insurance companies who were selected by purposeful sampling. In the first part, 99 identifiers were extracted as factors of customer purchase behavior management with the library study tool, and then they were analyzed and categorized through the Clark and Brown coding method and Max Kyuda software. After screening and measuring their validity using the fuzzy Delphi method and distributing the questionnaire among the group of experts, 85 identifiers were extracted in the form of 19 sub-factors. Validity of Delphi questionnaire questions using content validity analysis with CVI coefficient equal to 0.91 and CVR equal to 88. It has been confirmed. The research results showed that the research model has three main behavioral, structural and contextual variables as the management factors of customer buying behavior</p> Manuscript profile

Open Access Article

70 - Consumer Rights Of Food Products
Mahvash Abolghasem Kashani

10.61186/ahrar.45869.4.7.1

manufacturers produce unhealthy and defected works that not only wastes our resources but also makes a poor economy that leave us in a vulnerable state in this ever-Due to the uncompetitive economic status of our country, some food developing world. The most important m More

manufacturers produce unhealthy and defected works that not only wastes our resources but also makes a poor economy that leave us in a vulnerable state in this ever-Due to the uncompetitive economic status of our country, some food developing world. The most important matter to be considered is that it inflicts damage on the community health, while it distorts the public discipline and change the balance between production and consumption. Introduction of basic customer rights across Europe, triggered formulation of a special law for protecting customers in Iran. However, it is imperfect due to the ambiguous method of compensating for losses. Hence, based on the principle of no harm, this essay tends both to find a legally protective umbrella for customers and develop a robust economy as a remedy for the inefficient laws enacted regarding civil liability and protecting customers against the complications of market. For this purpose, this essay introduces a food manufacturer as a sufficient and primary cause that inflict harm, and specifies that the manufacturer’s failure plays role only in ascertaining of the causal link; It also set asides the liability resulting from food production failures and substitute it with manufacturers’ sense of responsibility for the final results , safety assurance, and a perfect responsibility based on legal and jurisprudential principles. Manuscript profile

Open Access Article

71 - Islamic world and Iranian customs and celebrations
Hossein salehi Masomeh Gharadaghi ahad ebadi Hossein Raissadat

The arrival of Islam in Iran marked the beginning of a new era for Iranians and the Islamic world. This period had many ups and downs. The religious influence of Islam was widespread and the influence of Iranian culture and civilization was undeniable. The current resea More

The arrival of Islam in Iran marked the beginning of a new era for Iranians and the Islamic world. This period had many ups and downs. The religious influence of Islam was widespread and the influence of Iranian culture and civilization was undeniable. The current research seeks to answer this question: to what extent have Iranian customs and celebrations continued to exist and to what extent has the Islamic world accepted and governed with it? Did all aspects of Iranian life change with the fall of the Sassanids? The main hypothesis of the research is the survival of various aspects of Iranian customs and traditions after Islam, which became comprehensive during the period of the first Abbasid caliphate and expanded in other areas of civilization. Historical evidence shows us that many of these customs remained in force at least in the first three centuries, and even Muslim rulers accompanied them. Manuscript profile

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