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Open Access Article
1 - Exploring the Requirement and Background of Saderat Bank Customer Insight Analysis Formation: A Grounded Theory Study
Akram Salari Seyed Alireza Afshani Shadi ZabetThe aim of this research is presenting a model of Saderat bank customer insight analysis quality by using grounded theory. Aim society is combination of marketing and public relation experts that 12 of them have chosen by using purposive and theoretical sampling. MoreThe aim of this research is presenting a model of Saderat bank customer insight analysis quality by using grounded theory. Aim society is combination of marketing and public relation experts that 12 of them have chosen by using purposive and theoretical sampling. Data collecting tool is semi structured interview and data analysis has done in three stages, open, axial and selecting coding. Findings show that to achieve Saderat bank customer insight analysis quality should provide background that cause to increase products. The background includes: 2 causal conditions (plurality of healthy/unhealthy competitive acts, lack of instrumental look necessity), 3 contextual conditions (function of social-personal component for contacts, interaction of requirement-reaction, change of customer taste), 3 intervening conditions (risks of imitative advertisement, advertising stationary, contextual success/failure of advertisement), 8 strategies (systematic using of feedback mechanisms, suitable noticing to aimed society, customer orientation, quality of advertising localization, creating empathic feeling, participatory management, producing efficient advertising and the nature of target oriented communication), 5 consequences (positive feedbacks, customer satisfaction, attraction/nan attraction financial/ non-financial references, bank and customer goal achievements and negative feedbacks). Final results show that customer insight supports the organization feedbacks to environment opportunities and threats and aids customer-concentrated growth. According to this, customer insight analysis shows itself to understand their expectations and edit a suitable model. Manuscript profile -
Open Access Article
2 - Motivational Values and their Effects on Market Attitude and Customer Attitude in Auditing Institutions
saeed amini azita jahanshad Ghodratolah Talebnia -
Open Access Article
3 - Factors Affecting Customer Orientation in Iranian Hospitals
S. Jamaledin Tabibi Amir Ashkan Nasiripour Somayeh Hessam -
Open Access Article
4 - The Effect of Market Orientation on Innovation in Esfarayne Bank's Saderat Bank Services
saeed mehri Ghadire Mehri imani maliheBackground and Objectives: The purpose of this study was to investigate the effect of market orientation on innovation in the services of Saderat Bank in Esfarayen. Materials and Methods: The statistical population of the study consisted of all the official staff employ MoreBackground and Objectives: The purpose of this study was to investigate the effect of market orientation on innovation in the services of Saderat Bank in Esfarayen. Materials and Methods: The statistical population of the study consisted of all the official staff employed in the branches of Saderat Bank, Esfarayn, 240. According to the Morgan-Krejcy table (1972), 138 people were selected as a simple random sampling. In this research, two standard Nursing and Slater market orientation questionnaires (1990) and service innovation, a combination of Jimnz-Jimens and others (2008), Pennies (2006), Pyrago and Sochell (2006) quotes Chopani (2011) is used. Descriptive statistics (demographic information) and inferential statistics were used to analyze the data. Regarding the distance-numerical variables of the research, on the other hand, the result of the Kolmogorov-Smirnov test for inferential tests of the research was linear regression test. Conclusion: The results showed that market orientation and its components (customer orientation, Competitivism, responsiveness and customer satisfaction) have a positive and significant effect on the innovation of banking services. In this regard, the role of the component of competition is the highest and the component of customer orientation is the least. Manuscript profile -
Open Access Article
5 - The Analysis Moderating Role of Job Satisfaction and Organizational Commitment in Relation Between Internal marketing and Customer Orientation Stuff (Case Study: Pharmaceutical and Food Distribution Co.)
Peyman Akbari Reza Rostami Akbar Veismoradi Abdolalmajid Mohammadi Najaf AbadiNowadays try to take leading companies, that increase their profitability through the satisfy important factors for customers in the best way possible. This point, the most key base of success them is on base customer orientation strategy. But many of these companies ar MoreNowadays try to take leading companies, that increase their profitability through the satisfy important factors for customers in the best way possible. This point, the most key base of success them is on base customer orientation strategy. But many of these companies are Neglect In satisfaction of their employees as internal customers. Because today with the introducing the internal marketing concept, Importance of an organization's internal customers (stuff) is brighter than before in success of marketing programs external. The main purpose of this study is Analysis Moderating Role of Job Satisfaction and Organizational Commitment in Relation between Internal marketing and Customer Orientation in Pharmaceutical and Food Distribution Co. of west Country. The statistical population of this study is 1100 Marketers and marketing managers in the food and pharmaceutical distribution companies. In order to determine sample size of Cochran formula used and 285 People selected by random sampling method for the first half of 2013. This study is descriptive – survey and correlation in term of methodology. The three questionnaires Was used for data collection. Validity (content, convergent, divergent) and reliability (factor loading, composite reliability, cronbach's alpha) of questionnaire indicate that measuring instruments have good reliability and validity.The results of test hypotheses by SMART-PLS and using t-test statistics and path coefficients (β) indicate that Internal marketing have strong influence, direct and significant on Job Satisfaction, but Internal marketing have average influence, direct, indirect and significant on Organizational Commitment and Customer Orientation; the continued results indicate that Job Satisfaction have average influence, direct and significant on Organizational Commitment, but Job Satisfaction have average influence, direct, indirect and significant on Customer Orientation; Ultimately Organizational Commitment have average influence, direct and significant on Customer Orientation; As a result, Job Satisfaction and Organizational Commitment can as a moderator role, between Internal marketing and Customer Orientation. Manuscript profile -
Open Access Article
6 - Investigation of the effect of customer Orientation on the export performance of companies exporting home appliances: Betting on Trust, Communication and Behavioral Commitment by Bayesian Method
fatemeh khanmohammadi mohsen KhunSiavash Mohammad ail abdolvandStudies in the field of export performance show that the investigation of export performance reveals a wide range of factors affecting export performance and corporate success. On the other hand, the customer-Orientation consists of a set of capabilities that are not ea MoreStudies in the field of export performance show that the investigation of export performance reveals a wide range of factors affecting export performance and corporate success. On the other hand, the customer-Orientation consists of a set of capabilities that are not easily replicable and can provide a long-term competitive advantage for the companies. This study investigate the effect of customer Orientation on the export performance of companies exporting home appliances, which considering trust, communication and behavioral commitment as a mediator. In this regard, a questionnaire with 38 questions was sent to all identified companies. In this research, due to the non-normality of data and small sample size, Bayesian structural analysis method was used and the method of estimating the parameters in the structure is generalized least squares error method. The results of the analysis of 146 questionnaires obtained using Bayesian Structural Analysis showed that all three variables of trust, communication and behavioral commitment influenced the relationship between customer-orientation and export performance. Results suggest manager to use trust, behavioral commitment, and communication to develop customer orientation and enhancing firm’s export performance. Manuscript profile -
Open Access Article
7 - Investigating the Impact of Market Orientation on Innovation Strategies
faranak khodayari Behnaz Khodayari فاطمه نوریToday, in order to survive and achieve more success, organizations need to take advantage of these strategies to improve their competitive advantage. However, they have insufficient understanding of how to use this asset to improve market performance and, ultimately, ha MoreToday, in order to survive and achieve more success, organizations need to take advantage of these strategies to improve their competitive advantage. However, they have insufficient understanding of how to use this asset to improve market performance and, ultimately, have no competitive advantage. Research The present paper seeks to investigate the effect of market orientation on innovation strategies at Tehran Bourn Company. The research method is descriptive survey. The statistical population of this research includes all personnel and experts in Tehran Bourn Company. The sample size was determined using Cochran's formula of 174 people and the method of sampling was simple random. The research data were collected using library and field method and the tools used in the questionnaire. The reliability of the questionnaires was confirmed by Cronbach's alpha (0.866) and the validity of the tool was confirmed by content method. Data were analyzed using statistical software, descriptive and inferential statistics using SPSS and PLS software’s. The results of this research indicate that the impact of customer orientation and competitiveness on exploratory innovation has been positive. Moreover, the results show that the client Orbital and competing have a positive and significant impact on gradual innovation. Manuscript profile -
Open Access Article
8 - Presenting a Model for Sustainable Marketing Development Using Digital Marketing
Mohammad Bashokouh Mohmmad Bahadorinejad navid shafieiSustainability in the field of marketing is examined from different perspectives. Some writers focused on environmental or green issues and others on social issues. Therefore, analysis and evaluation of marketing strategy in terms of sustainability is also a unique goal MoreSustainability in the field of marketing is examined from different perspectives. Some writers focused on environmental or green issues and others on social issues. Therefore, analysis and evaluation of marketing strategy in terms of sustainability is also a unique goal and requires special attention. Therefore, this paper presents a model for sustainable marketing development using digital marketing in the fast fashion industry. The current research is a qualitative study and in terms of its purpose, it is an applied research. The participants in this research are experts in the field of marketing, and the theoretical saturation method was used to determine the sample size. This means that the interviews continued until theoretical saturation was reached. In this research, interviews were conducted with 8 experts, and after interviewing the 8th person, we reached theoretical saturation. For data analysis, MaxQuda software version 12 was used using open, axial and selective coding method. The results show that the research model includes two main variables that each sustainability marketing variable has 8 dimensions and 24 indicators, and the digital marketing variable has 4 dimensions and 15 indicators. Manuscript profile -
Open Access Article
9 - The Examination of the Relationship between Role Stress with Customer Orientation and Job Performance of Retail Salespeople
A. H. Ebrahimy M. Javadi The present research aimed at the examination of the relationship between role stress (role conflict and role ambiguity) with customer orientation and job performance of retail salespeople. The programming and activities of a business meet the good result by the u More The present research aimed at the examination of the relationship between role stress (role conflict and role ambiguity) with customer orientation and job performance of retail salespeople. The programming and activities of a business meet the good result by the up port of sales. Perfect salesperson has certain specifications whose role is reflected in his/ her performance. The present study reports the result of an experiment designed to test the impact of the role stress in the home furniture market. The research method was survey and descriptive-causal and data was collected in Iran Furniture Market. The Sample size consisted of 273 subjects. The research results showed that there was a significant relationship between the role conflict and customer orientation which indicated the significant relationship between the role ambiguity and job performance and customer orientation in turn. Manuscript profile -
Open Access Article
10 - The Analysis Moderating Role of Job Satisfaction and Organizational Commitment in Relation between Internal Marketing and Customer Orientation Stuff (Case Study: Pharmaceutical and Food Distribution Co.)
R. Rostami P. Akbari A. Veismoradi A. Mohammadi Najaf AbadiNowadays try to take leading companies, that increase their profitability through the satisfy important factors for customers in the best way possible. This point, the most key base of success them is on base customer orientation strategy. But many of these companies ar MoreNowadays try to take leading companies, that increase their profitability through the satisfy important factors for customers in the best way possible. This point, the most key base of success them is on base customer orientation strategy. But many of these companies are Neglect In satisfaction of their employees as internal customers. Because today with the introducing the internal marketing concept, Importance of an organization's internal customers (employees) is brighter than before in success of marketing programs external. The main purpose of this study is Analysis Moderating Role of Job Satisfaction and Organizational Commitment in Relation between Internal marketing and Customer Orientation in Pharmaceutical and Food Distribution Co. of west Country. The statistical population of this study is 1100 Marketers and marketing managers in the food and pharmaceutical distribution companies. In order to determine sample size of Cochran formula used and 285 People selected as sample members by random sampling method for the first half of 2013. This study is descriptive – survey and correlation in term of methodology. The Rastegar Mohammadi Internal marketing (13 items), Organizational Commitment (7 items) and Customer Orientation (8 items) questionnaires (2012), Smith et al Job Satisfaction questionnaire (1969) was used to gather data. Validity (content, convergent, divergent) and reliability (factor loading, composite reliability, cronbach's alpha) of questionnaire indicate that measuring instruments have good reliability and validity. The results of test hypotheses by SMART-PLS software and using t-test statistics and path coefficients (β) indicate that Internal marketing have strong influence, direct and significant on Job Satisfaction, but Internal marketing have average influence, direct, indirect and significant on Organizational Commitment and Customer Orientation; the continued results indicate that Job Satisfaction have average influence, direct and significant on Organizational Commitment, but Job Satisfaction have average influence, direct, indirect and significant on Customer Orientation; Ultimately Organizational Commitment have average influence, direct and significant on Customer Orientation; As a result, Job Satisfaction and Organizational Commitment can as a moderator role, between Internal marketing and Customer Orientation. Manuscript profile -
Open Access Article
11 - The role of communication skills of managers in business development with emphasis on customer orientation
somayeh sadat mahdavi Seyyed Vahid Aghili norooz hashemzehiServing the oldest customer And at the same time, the most recent issue is for every business.The purpose of this article, Investigating the role of communication skills of managers in development And their business success is emphasized by customer orientation. Theoret MoreServing the oldest customer And at the same time, the most recent issue is for every business.The purpose of this article, Investigating the role of communication skills of managers in development And their business success is emphasized by customer orientation. Theoretical discussions are based on theories of communication, sociology and management. Dimensions of communication skills; self-awareness, empathy skills, Social support, social skills, artistic and inspirational influence, Self-discipline, stimulation of self-esteem, positivism. Customer Management Dimensions: Transparency and Information, Speed, Accuracy, Flexibility, Compliance with Service Delivery, The beauty of the service space and the value of customer feedback. The statistical population is the managers of moderate business enterprises in Kerman. This paper is based on qualitative and analytical-theoretical method and documentary methods, In-depth and in-depth interviews were gathered and analyzed in 1396.According to the results of the research, the nature of the job requires a manager It communicates with employees, colleagues and customers and uses communication skills. Sometimes the director's inability to communicate properly with employees in the workplace Because of lack of communication skills, there are negative attitudes, impulsivity and job dissatisfaction among employees. They are not able to perform their duties to the optimum level, Ultimately, staffing is not suited to customers, and they are faced with reduced productivity. Manuscript profile -
Open Access Article
12 - The Role of Communication Skills of Managers in Business Development with Emphasis on Customer Orientation
Somayeh Sadat Mahdavi Seyed Vahid Aqili Norouz Hashemzehi Aliakbar FarhangiServing the oldest customer and at the same time, the most recent issue is for every business. The purpose of this article is investigating the role of communication skills of managers in development and their business success emphasized by customer orientation. The the MoreServing the oldest customer and at the same time, the most recent issue is for every business. The purpose of this article is investigating the role of communication skills of managers in development and their business success emphasized by customer orientation. The theoretical discussion is based on the theories of communication, sociology and management. Dimensions of communication skills include self-awareness, empathy skills, Social support, social skills, artistic and inspirational influence, Self-discipline, stimulation of self-esteem, positivism. Customer Management Dimensions: Transparency and Information, Speed, Accuracy, Flexibility, Compliance with Service Delivery, The beauty of the service space and the value of customer feedback. The statistical population is the managers of moderate business enterprises in Kerman. This paper is based on qualitative and analytical-theoretical method and documentary methods, in-depth interviews are gathered and analyzed in 2017. According to the results of the research, the nature of the job requires a manager it communicates with employees, colleagues and customers and uses communication skills. Sometimes the director's inability to communicate properly with employees in the workplace Because of lack of communication skills, there are negative attitudes, impulsivity and job dissatisfaction among employees. They are not able to perform their duties to the optimum level, ultimately, staffing is not suited to customers, and they are faced with reduced productivity. Manuscript profile -
Open Access Article
13 - New Customer Oriented Banking: Approaches, Challenges and Patterns
Seyed Ali Jalali Nazari Kambiz Heidarzadeh Hamid Reza SaeedniaAs an industry operating in the money market, banks and banking have gone through a paradigm shift due to the digitalization of business. Thus, the industry has to pay attention to potential and actual customers for sustainability in the age of the digital economy. This MoreAs an industry operating in the money market, banks and banking have gone through a paradigm shift due to the digitalization of business. Thus, the industry has to pay attention to potential and actual customers for sustainability in the age of the digital economy. This has led it to be considered as one of the knowledge and professional topics in studies.In this study, the researcher focused on the issue of new customer-oriented banking. Accordingly, he concentrated on approaches and challenges aimed at identifying components effective on the banks' customer orientation such as their confusion using the in-depth interview approach. Ultimately, an appropriate model was presented as the outcome.Based on summarizing the research results, out of the total identified factors resulting from axial coding, a limited number of factors like the competitiveness of banks had a significant impact in this regard. Hence, banks may need to pay attention to such factors and invest in them to strengthen the durability of their activity, profitability, and value-creation. Moreover, reducing the customer’s confusion was found to be an effective factor in competitiveness.Keywords: New Banking, Digital Economy, Investment, Banks’ Competitiveness, Customer-Orientation, Customers’ Confusion. Manuscript profile -
Open Access Article
14 - Providing a model of value creation with customers in the banking industry from a phenomenological perspective
Amirali koushki Fataneh ALIZADEHMESHGANI Nasser Fegh-hi FarahmandCreating value with customers is the current and future model of the banking industry that combines environmental, social and governance factors in the public interest. It seems that in the context of the country's banking industry, achieving value creation with custome MoreCreating value with customers is the current and future model of the banking industry that combines environmental, social and governance factors in the public interest. It seems that in the context of the country's banking industry, achieving value creation with customers is achievable. The present study aimed to provide a model of value creation with customers in the banking industry (Case study: Bank Mellat). This research is an exploratory research from the perspective of the purpose, which has been mixed with research method and based on deductive-inductive reasoning. The statistical population of this study includes theoretical experts (marketing professors) and experimental experts (banking industry managers). Sampling was done in a non-probabilistic and purposeful manner. Data collection tools are semi-structured interviews and questionnaires. Qualitative phenomenological analysis has been used to analyze specialized interviews. Also, the identified indicators have been validated by fuzzy Delphi method. Finally, the final research model is presented by fuzzy dimtel method. Research data analysis was performed in the qualitative phase with MaxQDA software and in the quantitative phase with Matlab software. Based on the results of this study, based on the designed initial model, it was found that value creation strategy has an effect on organizational knowledge management and human resource management. Manuscript profile -
Open Access Article
15 - A Study of the Relationship between Market Orientation and Customer Satisfaction with Service Quality in Kerman's Body Building Gyms
Milad Eskandari Damaneh Majid Jalali Farahani Amin Dehghan GhahfarokhiThe purpose of the present study is to review the relationship between market orientation and customer satisfaction with service quality of Kerman's body building gyms. The research method is descriptive and it is considered practical research in terms of purpose. The r MoreThe purpose of the present study is to review the relationship between market orientation and customer satisfaction with service quality of Kerman's body building gyms. The research method is descriptive and it is considered practical research in terms of purpose. The research population consists of all customers in Kerman’s body building gyms among whom 250 members were chosen by convenience sampling. The research instruments were 2 questionnaires including Narver & Slater Market Orientation (1999) and Rajabi et al. Customer Satisfaction (2003). The questionnaires' validity was confirmed by 11 professors in sport management and their reliability was determined to be 0.76 and 0.84 by Cronbach's Alpha Coefficient Test. Data analysis was conducted by Kolmogorov Smirnov Test, Pearson Correlation Test, and Regression analysis using SPSS 23. The results showed that there is a significantly positive relation between components of market orientation (customer orientation, competitor orientation, and inter-functional coordination) and customer satisfaction. Therefore, gym managers can set goals to value their customers and assess their satisfaction by providing suitable services such as physical and environmental equipment, good staff, trustworthy coaches, regular workout plans, and easy access to the services. Manuscript profile -
Open Access Article
16 - The Impact of International Marketing on Improving the Export Performance of Agricultural Exporting Companies
Mitra Tavassoli Naser AZAD -
Open Access Article
17 - Investigating the Impact of Foreign Trade on Economic Development (with Emphasis on Crops Marketing)
Hossein Vahidi Iry Sofla -
Open Access Article
18 - Indigenous model of market orientation (MO) for Iranian knowledge-based companies
Kazem Mohammaddoost Hamid Reza Saeedniya Ahmad RahchamaniThe purpose of this research is to discover and introduce an indigenous model and a specific market orientation approach for Iranian knowledge-based companies during a qualitative research and hypotheses test and model fitness by conducting a quantitative research.The p MoreThe purpose of this research is to discover and introduce an indigenous model and a specific market orientation approach for Iranian knowledge-based companies during a qualitative research and hypotheses test and model fitness by conducting a quantitative research.The present study is a mixed research method and includes both qualitative and quantitative approaches. In the qualitative part of the research, while studying the documents, reviewing the theoretical literature, conducting library studies and interviewing experts and owners of knowledge-based companies in Iran, the capabilities of MAXQDA 2020 software were used to encode the interviews and then with using grounded theory (GT) is designed and presented special model Market orientation for such companies. In quantitative part, the capability of SPSS software to analyze descriptive statistics and SmartPLS3 software to analyze inferential data has been used for test research hypotheses, determine the validity and fitness of the conceptual model. The substantive, theoretical and core codes of these interviews have been extracted in an open, axial and selective coding process. Since all research studies are based on a theoretical framework, conceptual model or mind map that explains the research variables and possible causal relationships between them, the present study uses a pragmatic theoretical lens and a pluralistic approach to show that has been a positive and significant interactive link between the structure of market orientation and the structures of market turbulence, technological turbulence and the competition intensity as a antecedents of market orientation and also with business performance as a consequence of market orientation. Manuscript profile -
Open Access Article
19 - Explaining the effective factors on Strategic customer - oriented human resource management and the managers' competencies in Iran's banking system .
Tahereh Marzdashti nasrin jazani Javad MehrabiThere are different approaches to strategic human resource management. One of the latest approaches for businesses in today’s competitive era , is customer orientation alongside raising the competencies of managers. However , human resource management with custome MoreThere are different approaches to strategic human resource management. One of the latest approaches for businesses in today’s competitive era , is customer orientation alongside raising the competencies of managers. However , human resource management with customer-oriented approach and raising manager’s competencies has not been given much attention to . Therefore this study has taken place with the goal of designing a strategic customer-oriented human resource model and also raising managers’ competencies in Iran’s banking system. This is an applied research regarding its goal and its using a mixed method which has an exploratory approach. The community of the qualitative sector is university professors in the field of human resource management as well as experts in the state banking system in Keshavarzi Bank and the statistical population .To collect data, the method of library review and interviews with experts and finally distribution of questionnaires has been used .The analysis of findings in the qualitative stage was performed with the thematic analysis approach and Nvivo 12 software, and the results showed that there are 250 sub-themes in 7 main-themes and in the quantitative stage, confirmatory factor analysis and structural equation modeling with LISREL software was performed. The results showed that five main factors including customer-oriented human resource functions and relationship,customer-oriented organizational culture , external factors , customer-oriented strategic resource and customer-oriented human resource results , characteristic individual and interpersonal components are effective in designing a customer-oriented strategic human resource model and raising managers’ competencies . Manuscript profile -
Open Access Article
20 - The effect of employees’ customer orientation and service orientation on service quality, satisfaction and loyalty of Hyperstar customers
Sahar Ershad Nazanin Jarideh Ali Badizadeh The purpose of this research is to determine the effect of employees’ customer orientation and service orientation on service quality, satisfaction and loyalty of Hyperstar customers. This research, regarding the purpose is applied and regarding the More The purpose of this research is to determine the effect of employees’ customer orientation and service orientation on service quality, satisfaction and loyalty of Hyperstar customers. This research, regarding the purpose is applied and regarding the nature is descriptive-survey. The statistical population was the Hyperstar customers in Tehran city. The sample size by using Krejcie and Morgan table, 384 people considered. For data analysis, about demographic used the SPSS 21.0 software and about hypothesizes test used the Lisrel 8.5 software and Path analysis method. The results showed, that employees’ customer orientation positively affected on their service orientation, customer perceived service quality, customer satisfaction and customer loyalty. Employees’ service orientation positively effected on their customer perceived service quality and customer satisfaction. Perceived service quality positively effected on customer satisfaction and customer loyalty. Customer satisfaction positively effected on customer loyalty. Therefore, store managers hyperstar is suggested focus and attention to the role customer-oriented and service-oriented their employees. Manuscript profile -
Open Access Article
21 - A proposed model for promoting innovation at service-based companies: Evidences of banks and financial institutes
Seyyedeh Shima Nemati Babak Shirazi Javad SoltanzadehThe objective of present study is to investigate the effect of firm size merge with three main components, technological capacity, suppliers’ cooperation and customer-oriented in services organizations. The number of population are selected from experts and techni MoreThe objective of present study is to investigate the effect of firm size merge with three main components, technological capacity, suppliers’ cooperation and customer-oriented in services organizations. The number of population are selected from experts and technicians service-oriented organizations, as important service-oriented organizations representing the number of banks and financial institutions. It is noteworthy that to get data, and distribute questionnaire between samples. To describe the data it has been used frequency tables and diagrams with central limit indexes. Using the software SPSS and Excel to normality and Kolmogorov –Smirnov test, firstly data and analytical findings, regression analysis has been done to determine the significance of hypotheses. The findings showed a significant relationship between all four variables. Regression model consists of three independent variables and a fit model so that dependent and independent variables could explain innovation standardized beta coefficient of the company , co- suppliers, customers , R & D capacity and a significance level of their technology shows. As a result that customer with a beta coefficient of 0.54 is the highest share in explaining innovation and firm size with a beta coefficient of 0.09 lowest share in explaining the importance of innovation. Due to importance of factors, it has been found that service-oriented medium and large organizations have better performance and stability. Finally, this paper provides a conceptual model and hopes that usefulness for managers to make appropriate strategic decisions. Manuscript profile -
Open Access Article
22 - Presenting an Efficient Model for the Selection of Marketing Managers in the Tile and Ceramic Industry (Regarding strategic thinking, innovation orientation, customer focuse and internet knowledge)
Soleyman Iranzadeh hossein Emare Management in the modern age requires different skills including strategic thinking, customer-orientation and so on. Of course, these skills are prioritized taking into account the type of the activity of the organization and its environment. In this research, More Management in the modern age requires different skills including strategic thinking, customer-orientation and so on. Of course, these skills are prioritized taking into account the type of the activity of the organization and its environment. In this research, by studying the focus group the skills effective on the success of the marking manager are determined in the Tile and ceramic industry, and after a survey in this industry, the necessary modifications are made in the variables. Finally, considering the optimal combination of skills, a suitable model is offered for the selection of marketing managers in this industry. Manuscript profile -
Open Access Article
23 - Analyzing the Approaches of Experts and Personnel Concerning the Components of Total Quality Management (TQM) in Order to Offer a Conceptual Frame for High Schools of Ahar in the Academic Year 2006-2007
sadegh malekiavarsin OmidAli Hossein zadeh This research was done with the title of examining the staff and experts’ view points about total quality management categories in order to represent a proper conceptual framework for high schools in Ahar in 2006-2007 (academic year).This subjec More This research was done with the title of examining the staff and experts’ view points about total quality management categories in order to represent a proper conceptual framework for high schools in Ahar in 2006-2007 (academic year).This subject was examined with a heterogeneous statistical population of three determined classes including professors, authorities and experts, and managers and assistant managers totaling 217 people and with a sample size of 140 people. This research employed field study (survey), and descriptive and inferential analysis including factor analysis tests and one-way variance analysis as well as SPSS,and a questionnaire including 42 questions with reliability index and also with a validity confirmed by experts, and simple random sampling and stratified sampling method. In the research the need was felt at a very high level (more than 80 percent) for the components of TQM, and on this base a proper conceptual framework has been drawn for TQM in high schools that includes five components regarding their significance: cooperation and participation, education, continuous improvement, customer orientation, and commitment. Furthermore, there wasn’t any significant difference between the professors, managers and assistant managers’ viewpoints about the suggested conceptual framework, but there was a significant difference between the two mentioned groups’ viewpoints and authorities and experts’ views.The first two mentioned groups have estimated TQM for the optimal situations more than the latter group. Manuscript profile -
Open Access Article
24 - The effect of knowledge Management on customer Orientation: Case Study of Insurance companies in Tehran
M. M. Movahedi M. Moradi -
Open Access Article
25 - The Identification of Components of Customer Orientation Culture in Iranian Educational System
Aysuda Goldehan Fariba Karimi Mohammad Ali Nadi -
Open Access Article
26 - the relationships among internal marketing, job satisfaction, relationship marketing, customer orientation and organizational perfomance .
Bozorgmehr Khanduzi Ali ArabAbstract The aim of this contribution is to investigate the relation between internal marketing, customer satisfaction, customer orientation, relationship marketing and organizational performance in Golestan Telecommunication Company in northern Iran.The present researc MoreAbstract The aim of this contribution is to investigate the relation between internal marketing, customer satisfaction, customer orientation, relationship marketing and organizational performance in Golestan Telecommunication Company in northern Iran.The present research in terms of goal is an applied type and the methodology is descriptive survey and correlational research. The statistical society was about 300 contact customers, managers and experts of marketing division in Golestan Telecommunication Company. According to the Krejcie and morgan table along with random sampling method 170 persons were selected as sample society and a questionnaire was used to collect the initial data. The validity of the questionnaire was measured by experts and its reliability was confirmed by Cronbach's alpha.The results of this study show that internal marketing has positive effect on customer satisfaction, customer orientation and relationship marketing. also the positive effect of customer satisfaction on organizational performance and relationship marketing was confirmed. In addition to the results show that customer orientation has positive effect on relationship marketing and finally the positive effect of relationship marketing on organizational performance was confirmed.Keywords: Internal Marketing, Job Satisfaction, Relationship Marketing, Customer Orientation, Organizational Performance Manuscript profile -
Open Access Article
27 - Measuring the quality of customer relationship management for the development of digital marketing strategies in Shahr Bank
Mohammad Reza Javid Sina Nematizadeh Behrouz GhasemiAbstract With the transition from the traditional economy and increasing competition in new dimensions, the customer has become the main pillar and the center of all organizational activities. From a competitive perspective, the survival and continuity of organizations MoreAbstract With the transition from the traditional economy and increasing competition in new dimensions, the customer has become the main pillar and the center of all organizational activities. From a competitive perspective, the survival and continuity of organizations depend on identifying and attracting new customers and maintaining existing ones. Moreover, acquiring new customers costs five times more than retaining existing ones. This means that instead of differentiating products, organizations should identify their customers and shift their focus from increasing market share to increasing customer share. According to the 20/80 rule, 20% of customers contribute to 80% of the organization's sales. This indicates the necessity of maintaining long-term profitable relationships with customers to maximize profits. This research aims to measure the quality of customer relationship management for developing digital marketing strategies at Shahr Bank. The statistical population of this study included all experts and senior managers of Shahr's Bank headquarters and stakeholders. Using Cochran's formula, 125 individuals were selected as the statistical sample. Sampling was done as a random cluster. The collected data were analyzed using SPSS software. The results of the study showed that the infrastructure variables, organizational environment, customer orientation, human resources, relationship management, service quality, management and planning, strategic management, marketing, and performance in Shahr Bank are in a desirable state. The use of up-to-date technologies and the implementation of an appropriate organizational structure for managing customer relationships were identified as reasons for this desirability. Manuscript profile -
Open Access Article
28 - The effect of international marketing on the improving export performance of exporting companies (case study: exporting companies)
MItra Tavassoli Naser AzadThe effect of international marketing on improving export performance of exporting companies (case study: exporting companies).An improving export performance is one of the methods that ensure continued growth and survival in international markets. The aim of this study MoreThe effect of international marketing on improving export performance of exporting companies (case study: exporting companies).An improving export performance is one of the methods that ensure continued growth and survival in international markets. The aim of this study is effect of the international marketing on the consumer orientation and improving the export performance of exporting companies. The statistical population of managers, deputies, administrators and experts of the exporting companies were in Tehran city, 168 of whom participated in a random sampling method in the study.. The study methodology is descriptive-survey. The measures of study are customer orientation, behavioral commitment, communication, export performance (profit, payment and complaint), firm size, environmental ambiguity and communication duration. The reliability, face, content and construct validity are evaluated using Cronbach’s alpha and confirmatory factor analysis. The results showed acceptable validity and reliability. For data analysis, path analysis with LIsrel software is used. The effect of customer orientation on behavioral commitment ,communication was positive and significant. The effect of communication on behavioral commitment and export performance (profit, payment, complaint) was positive and significant. The behavioral commitment and behavioral commitment had positive and significant mediating role in customer orientation and improvement of export performance (profit, payment and complaint).. Manuscript profile -
Open Access Article
29 - The Effects Of Corporate Accountability , Customer-oriented And Innovativeness Strategy On Marketing Information System In Service-oriented Companies
Atiyeh Khojasteh Khosro Ehsaneh Nejad Mohammad Nosratolah ShadnoushAbstractBackground: Accountability is what people expect from organizations and it is seen as a tool to control power and get things done betterObjective: To investigate the effect of the role of organizational accountability, customer orientation and innovation strateg MoreAbstractBackground: Accountability is what people expect from organizations and it is seen as a tool to control power and get things done betterObjective: To investigate the effect of the role of organizational accountability, customer orientation and innovation strategy on marketing information system in service-oriented companies Method: Present study is practical and has descriptive-correlational nature.data collection tools;Survey analysis was conducted in this study Results: The results of hypothesis testing showed that the variables of organizational accountability, innovation in products and services of the company and customer orientation have a significant and positive effect on the variable of marketing information system Conclusion:The significant impact of organizational accountability variable makes executives take responsibility for what they do and the services they provide, ensure the quality of their work, and always seek to improve their functions, missions and work.Keywords: Organizational Accountability, Customer Orientation, Innovation Strategy, Marketing Information System . Manuscript profile -
Open Access Article
30 - Representing a model for measuring social responsibility in Tejarat Bank by brand orientation approach
Reza Jafari Afshar Seyyed Abbas HeidariAbstract Nowadays social responsibility is key factors for organizations. Because it effects on lots of organizational outputs and most ones try to develop their social responsibilities for improving their reputation. In the current research, a model for measuring socia MoreAbstract Nowadays social responsibility is key factors for organizations. Because it effects on lots of organizational outputs and most ones try to develop their social responsibilities for improving their reputation. In the current research, a model for measuring social responsibility was represented. The research was done by mix method (qualitative and quantitative). Statistical society in qualitative part includes 10 experts and in quantitative one contains 213 employees and managers in levels of Tejarat bank from which 213 ones were selected by Cochran sampling formula. First of all, emphasizing views of Tejarat Bank experts, preliminary model includes three dimensions, nine components and 45 indices was extracted. Continuously applying structural equation model in LISREL software environment the extracted model was tested and finally final definitive model of social responsibility includes customer orientation (contains accountability and service quality), legal and ethical factors (contains stakeholders, employees, members of society and organizational activities) and attending to environment (contains environmental factors, internet marketing and representing internet services) was gained. Regarding high influence of legal and ethical factor on Tejarat Bank brand development, legal and ethical approach is suggested for the bank. Keywords: marketing capabilities, customer orientation, legal and ethical factors, attending to environment Manuscript profile -
Open Access Article
31 - A strategy for performance enhancement of Iranian knowledge-based companies
Kazem Mohammaddoost Hamid Reza Saeednia Ahmad RahchamaniThe early models of economic growth were mostly based on hardware factors of production such as physical capital, but in the new models of growth, other soft factors such as capital of knowledge are located in front of leading organizations. Knowledge-based companies co MoreThe early models of economic growth were mostly based on hardware factors of production such as physical capital, but in the new models of growth, other soft factors such as capital of knowledge are located in front of leading organizations. Knowledge-based companies consider knowledge and technology as an integral part of their core assets and they use the process of creating, distributing and applying knowledge to advance their business This research is a mixed method and includes both qualitative and quantitative approaches. In the qualitative part of the research, while studying the documents, theoretical literature review, conducting library studies and interviewing experts and owners of knowledge-based companies in Iran, has been used from capabilities of MAXQDA 2020 software and then grounded theory (GT) method to encode the interviews is designed and presented special model Market orientation for such companies. In quantitative part, the capability of SPSS software to analyze descriptive statistics and Smart PLS3 software has been used for analyze inferential data, test of research hypotheses, and determine the validity and fitness of the conceptual model. Manuscript profile -
Open Access Article
32 - Identify the dimensions of the business system in the re-engineering model in the public banking industry with emphasis on customer orientation
Mohsen Fallah Farideh haghshenaskashani Ali RezaeianThe purpose of this study is to identify the dimensions of the business system in the re-engineering model in the public banking industry with emphasis on customer orientation. The present study was qualitative and used grounded theory. Therefore, the research method is MoreThe purpose of this study is to identify the dimensions of the business system in the re-engineering model in the public banking industry with emphasis on customer orientation. The present study was qualitative and used grounded theory. Therefore, the research method is fundamental in terms of purpose. The population studied in this study includes bank managers and experts working in different sectors of the banking industry in Tehran. Sampling is unlikely and will continue until theoretical saturation is reached, based on which 11 people were interviewed. To analyze the data, data coding (open, axial, selective) was used, which includes taking notes during coding, the relationship of categories with each other, and finally the final formulation of the theory. The results showed that the five dimensions or factors of providing the maximum benefits to the banking industry stakeholders, speed and cheapness of services, application of rules and standards, observance of banking management frameworks and creation and improvement of methods leading to banking industry customers can re-engineer the entire business Iranian banking should be effective by emphasizing customer orientation. Manuscript profile -
Open Access Article
33 - Investigating the impact of product quality management and customer orientation on organizational performance in the food industry
Mehrdad Ghiassi Seyedeh Masoumeh Ghamkhari Mohsen Sharbatiyan Hamid PourbabaThe food industry is one of the most significant industries in the world, and it has a unique role in the global economy. This study examines the impact of customer orientation and product quality management on an organization's performance, considering the significance MoreThe food industry is one of the most significant industries in the world, and it has a unique role in the global economy. This study examines the impact of customer orientation and product quality management on an organization's performance, considering the significance of customer satisfaction as a mediator. In terms of its intended use, the present research is deemed appropriate. This study's subject is correlational, descriptive, and based on the structural equation model. The statistical population of this study consists of all consumers of Razavi food industry products who are now considered consumers of this brand or who have previously used these products. This study's data-gathering instrument was a standardized questionnaire derived from the relevant literature. In this study, the normality of the data was determined using the Kolmogorov-Smirnov test in SPSS, and it was afterward analyzed using the second-generation techniques in Smart PLS. The results indicate that customer orientation accounts for 30% and 49% of changes in customer satisfaction and organizational performance variables, respectively; Product quality management accounts for 25% and 18% of changes in customer satisfaction and organizational performance variables, respectively; and customer satisfaction accounts for 21% of changes in organizational performance variables. Manuscript profile -
Open Access Article
34 - Designing a digital marketing model in the field of capital market : A qualitative study Case study: Brokerage companies
Mostafa Hoseinzadeh shadan vahabzadeh Monshi Hamed Abasi nami HOrmoz Mehrani Abolfazl ShahrabadiThis study aims to design a digital marketing model in the field of capital markets with a qualitative approach for stockbroking companies. The present research is an applied research in terms of purpose, a type of method in terms of method, and a qualitative research m MoreThis study aims to design a digital marketing model in the field of capital markets with a qualitative approach for stockbroking companies. The present research is an applied research in terms of purpose, a type of method in terms of method, and a qualitative research method in terms of data collection method. The statistical population includes 17 experts, including CEOs of brokerage firms and their deputies and senior managers. The main data collection tools in the field section included semi-structured interviews. For data analysis, qualitative content analysis method and Max.Q.D software were used. Based on the results of qualitative analysis, three categories of comprehensive categories including customer orientation, branding and digital marketing were identified as the main components of digital marketing in the capital market. Digital marketing includes digital roadmap, and innovation in digital financial services; In relation to branding, customer-based brand equity and social media were identified; Finally, in relation to customer orientation, components such as customer knowledge management, customer engagement and value creation were identified as organizing themes. Manuscript profile -
Open Access Article
35 - Introduction of a Framework for Customer Orientation Using Ambulant E-Banking Services Marketing (Case Study: Mellat Bank in Isfahan)
Seyed Ali Siadat Mohammad Mehrali Moghaddam -
Open Access Article
36 - The Impact of Intellectual Capital on Organizational Entrepreneurship (Case Study: Mazandaran Science and Technology Park)
maryam taghvaee yazdi Mohammad Taghipour jalal abdi abotaleb habibie machiani -
Open Access Article
37 - The Role of Management Components in Training Customer Interaction in Saman Bank
Mahbobeh Shateri Yalda Delgoshaei Mohammad Naghi Emani ABBAS KHORSHIDIAccording to the importance of customers in the banking system and the need to attract and retain them, bank managers fully feel the need for customer-oriented training, that customer interaction training is one of the trainings that should be considered; Therefore, the MoreAccording to the importance of customers in the banking system and the need to attract and retain them, bank managers fully feel the need for customer-oriented training, that customer interaction training is one of the trainings that should be considered; Therefore, the present study was conducted with the aim of investigating the effect of management components on customer interaction training in Saman Bank. This research is an applied goal that has been performed by a mixed qualitative and quantitative method. In the qualitative section, using the opinions of 15 experts and professors in the fields of economics, mathematics, management, educational management, education, component theory and managerial indicators of training interaction with bank customers were identified. In a quantitative stage, a researcher-made questionnaire was designed using the findings of the qualitative section and summarizing the opinions of experts. The statistical population of the study in the quantitative part of all employees of Saman Shahr Bank branches in Tehran is 3000 people, of which 341 people were selected as a statistical sample by stratified random method and the data were analyzed using t-test and confirmatory factor analysis and the pattern of structural documents. Findings show that in the process of customer interaction training in Saman Bank, 21 indicators and five indicators of education, profession, experience and previous general knowledge and specialized components has the most roles, respectively. The results show that managerial components, especially the educational management component in the process of manpower training and especially the category of customer interaction training in Saman Bank have a role and are important. Manuscript profile -
Open Access Article
38 - Analysis of strategic factors affecting business on competitive dynamics with the role of customer orientation mediators in commercial companies in Ardabil province
Ahad NorouzzadehOrganizing business activities in such a way as to provide a successful implementation of business strategies is one of the most difficult challenges for managers. To analyze the collected data using maximum likelihood tests, model arrangement, skewness, elongation and MoreOrganizing business activities in such a way as to provide a successful implementation of business strategies is one of the most difficult challenges for managers. To analyze the collected data using maximum likelihood tests, model arrangement, skewness, elongation and also the path analysis method based on Baron and Kenny's proposal, the research hypotheses are analyzed in the context of structural equation modeling and the software used is SPSS and Amos. The test results of the hypotheses were based on the proposed steps of Baron and Kenny. When customer orientation plays a mediating role and when it does not play a mediating role. Based on this, it was observed that in the first stage of the test, the regression coefficient of the strategic factor variable in business on the competition dynamics variable is 0.573 and the regression coefficient of the strategic factor in business on customer orientation is equal to 0.302. In the second stage, the path coefficient (0.669) and the regression coefficient of strategic factors in business on the dynamics of competition were reduced from 0.573 to 0.372. The results of path analysis method showed that by including the customer orientation variable in the conceptual model, the impact of strategic business factors on competitive dynamics is reduced. customer orientation mediates this relationship. The results show the significant effect of strategic business factors on competitive dynamics and customer orientation, and the positive and significant effect of customer orientation on competitive dynamics has been confirmed. Manuscript profile
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