Relationship Marketing

Open Access Article

1 - 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

2 - Providing a model for the market of selling new goods by one-to-one marketing method
AFSANEH ZAMANI MOGHADAM

The purpose of this study is to provide a model for the market for the sale of new goods using the one-to-one marketing method. Since in applied research, the main goal is not only scientific discovery, but also to test and study the application of knowledge, so the met More

The purpose of this study is to provide a model for the market for the sale of new goods using the one-to-one marketing method. Since in applied research, the main goal is not only scientific discovery, but also to test and study the application of knowledge, so the method of this research is applied in terms of purpose and has been done by exploratory method. The data collection method is mixed (quantitative and qualitative) and the data collection tool is interviews with experts by conducting specialized interviews in Delphi method and a questionnaire. Therefore, 375 people from the market of selling new goods by one-to-one marketing method (in the quantitative section) and 17 experts and specialists in this field (in the qualitative section) participated in this research. The collected data were analyzed by descriptive and inferential methods through SPSS 16 and Smart PLS software. After conducting research, the results showed that: systematicity, technology orientation, design orientation, market orientation, resource use, the basis of efforts for new goods, conceptualization of new goods, and finally new product management; Under the heading of market components of selling new goods by one-to-one marketing method; Approved. Model fit tests showed the validity of the model. Manuscript profile

Open Access Article

3 - Past, Present and Future of Marketing Practice: A critical Analysis
Pejman Jafari

Marketing consists of two different spheres including theoretical and practical. Although, theacademic aspect is quite new not more than a century but the practical aspect exists from thefirst of business history. This article is trying to introduce one of theoretical a More

Marketing consists of two different spheres including theoretical and practical. Although, theacademic aspect is quite new not more than a century but the practical aspect exists from thefirst of business history. This article is trying to introduce one of theoretical attempts inmarketing practice.Present research is based on a critical review on typology study of contemporary marketingpractice which was developed by Coviello et al (1997) and has come to this result that if we aresupposed to have such classification scheme, a deep modification would be vital for applying indeveloping countries like Iran. Manuscript profile

Open Access Article

4 - An Examination of the Effect between Trust, Commitment and Relationship Quality In the Retailing Industry (Shahrvand Chain Stores)
K. Heidarzadeh E. Mollaei

Attempts to examine the concepts of Trust and Commitment, on two levels of Retail Relationships: theSalesperson level as well as the Store level, and test their impact on Relationship Quality. Based on a reviewof the literature, a conceptual model has been developed tha More

Attempts to examine the concepts of Trust and Commitment, on two levels of Retail Relationships: theSalesperson level as well as the Store level, and test their impact on Relationship Quality. Based on a reviewof the literature, a conceptual model has been developed that links Trust and Commitment to RelationshipQuality. A number of research hypotheses have been formulated to examine the relationships proposed. Themain variables include: Salesperson Trust, Store Trust, Salesperson Commitment, Store Commitment andRelationship Quality.This article presents the result developed and discusses some empirical findings from a survey ofShoppers in Sharvand Chain Stores setting in Tehran. In particular, the two levels of relationships(Salesperson and Store level) are examined from the Customer’s Perspective, using Path Analysis (SPSS).The findings in this study indicate that for the establishment of higher levels of Relationship Quality in aCustomer-Salesperson Retail Relationship, it is very important that a customer has a high level of Trust inthe Salesperson and feels committed to the Salesperson. The importance of Commitment in RetailRelationships (Customer-Store) is stressed by its strong relationship with overall Relationship Quality.Consequently, Salesperson Trust rather than Store Trust is a significant predictor of overall RelationshipQuality. Despite that, Customers’ Interactions with the Salesperson are likely to shape their perceptions ofRelationship Quality to a certain extent. This implies that Trust and Commitment in the Salesperson is likelyto have some indirect effect on Trust and Commitment in the Retail Store. Concludes with a discussion ofthe implications of the study and provides directions for future research. Manuscript profile

Open Access Article

5 - The evaluation of relationship between customer value and customer relationship management performance
K. Heidarzadeh A. Zendehdel Ali Hossin Soltani

Current studies (2004) show a potential challenge between customer management relationship(CRM) and customer value in achieving superior performance. In fact one of the main obstacles inassessing the performance of CRM is not knowing "factors which create superior custo More

Current studies (2004) show a potential challenge between customer management relationship(CRM) and customer value in achieving superior performance. In fact one of the main obstacles inassessing the performance of CRM is not knowing "factors which create superior customer valueand process of offering this value to customers." The focus of this study is on "the effects ofdimensions of customer value on tangible and intangible functions of CRM on Modeiran Company(the exclusive representative of LG monitors.)"The information of statistical society, the buyers of the products of this company, on the first halfof the year 1384 was studied on the basis of available data. Moreover, using a questionnaire,customer information was gathered.The main variables include: performance value, social value, emotional value, perceivedsacrifices, loyalty to brand, customer satisfaction, and the performance of CRM. The type of presentstudy is correlational investigation with applied and sectional nature.According to the results, "perceived sacrifices" do not have a direct and negative (reversed)relationship with variables of the performance of CRM on the basis of customer behavior, customersatisfaction and customer loyalty. In other words, the increase of material and immaterial losses,due to buying LG monitors did not lead to decrease of loyalty or satisfaction, which is the result ofthe quality of the services and products. This study has revealed a direct and positive relationshipbetween emotional and social values with the performance of CRM on the basis of customerbehavior. This shows the popularity of LG monitors in Iran's market and customers' satisfaction ofthis product. Manuscript profile

Open Access Article

6 - The effect of relationship marketing on loyalty with the mediating role of wushu weapons customer relationship management
Somayeh Mirani

10.30495/jism.2022.22117

Creating customer satisfaction and strengthening the desire to re-attend customers is one of the important goals of sports complexes. Which can be achieved through new approaches to relational marketing. Therefore, the purpose of this study is to investigate the effect More

Creating customer satisfaction and strengthening the desire to re-attend customers is one of the important goals of sports complexes. Which can be achieved through new approaches to relational marketing. Therefore, the purpose of this study is to investigate the effect of marketing related to loyalty with the mediating role of customer relationship management in Wushu weapons. The present study is a descriptive correlation in the form of structural equations and based on the present tense, in terms of applied purpose, and in terms of collecting field information. The statistical population of the study consists of all customers of men and women wushu weapons in Tehran in unlimited numbers. The statistical sample size was determined to be 384 according to the uncertain population, using the Cochran's formula. The measurement tools of this research were three questionnaires: Customer Relationship Management Scanlan et al. (2009), Fontaine and Heiman Relationship Marketing (2004) and Behnam (2010) Loyalty. The results of structural equations showed that the mediating variable of customer relationship management has a significant mediating role in the causal relationship of marketing related to loyalty. Therefore, it can be said that the marketing managers of companies, considering the role of customer relationship management, can achieve wushu weapons customer loyalty through relationship marketing. Manuscript profile

Open Access Article

7 - Use of Relationship Marketing Programs in Building Customer – Salesperson and Customer–Firm Relationships: Differential Influences on Financial Outcomes
Askar Asgarpour Ahmad Rahchamani

The present study aims to understand the effects of relationship marketing programs on financial function in Sasan Company. In terms of aim, it is an applied research, in terms of method of collecting data, it's considered as a survey and in terms of method of analyzing More

The present study aims to understand the effects of relationship marketing programs on financial function in Sasan Company. In terms of aim, it is an applied research, in terms of method of collecting data, it's considered as a survey and in terms of method of analyzing the data it's correlational studying. After studying the background of the subject and considering the existent models about the relationship marketing and financial function and the formation of theoretical framework, the major variables of the study were identified and the conceptual model and hypotheses were specified. For measuring the research variables, a questionnaire was used. The sample included 384 customers of the company which were selected by using random sampling. The result of statistical analysis and the study's hypothesis testing by using the structural equation modeling (SEM) showed that, there is a significant relationship between relationship marketing programs and financial function. At the end we present herein implications and suggestions to the company and future researchers. Manuscript profile

Open Access Article

8 - The Effect of Relative Marketing on Predicting Future Interactions of Customers and the Bank (Case Study of Mellat Bank of Tehran)
Hossein Bagheri Behrouz Firuz Dindar Farkush Hassan Givarian

Today, new form of marketing have emerged that relationship marketing is one of the most important ones. Many companies in order to achieve their goals and keep the customers have taken this style of marketing. Given the importance of this topic, the aim of this study w More

Today, new form of marketing have emerged that relationship marketing is one of the most important ones. Many companies in order to achieve their goals and keep the customers have taken this style of marketing. Given the importance of this topic, the aim of this study was to evaluation the effect of relationship marketing on customer/supplier future interaction (Tehran Mellat Bank), The purpose of applied, cross-sectional, descriptive method of data collection, surveys and, The population of consumers Mellat Bank in Tehran that the sample of a sample of 384 Select and collect data standard questionnaire with Likert scale of five options by reviewing the history of research and measurement validity descriptive method of data collection, professors and experts and evaluators Mellat Bank organization reliability through Cronbach's alpha coefficient for the total scale 0.901 volume of 397 questionnaires that test hypotheses and analyze data by Kolmogorov-Smirnov, Hierarchical regression analysis, statistical software SPSS and LISREL software for structural equation modeling was used. The results of descriptive or demographic, the most customers were male, between 21 to 41 years, undergraduate education, Self-employed, most under 1 years of bank services and favorable experience of Mellat Bank, make up. Domestic In inferential, information exchange on the relationship quality and social exchange on the relationship quality and relationship quality there are significant positive impact on anticipation of future interaction. Manuscript profile

Open Access Article

9 - The effect of Relationship marketing on purchase intention the moderating effects of word-of-mouth
عاطفه شکاری فرج اله رحیمی سیروس کراهی مقدم

Today, retaining and fostering customers are the important factor at success in the corporate competitive space. customers have several benefits.They consume goods and services more, In case goods and services are tailored to their tastes and Opinion and they recommend More

Today, retaining and fostering customers are the important factor at success in the corporate competitive space. customers have several benefits.They consume goods and services more, In case goods and services are tailored to their tastes and Opinion and they recommend entourage to use services of organization as a word of mouth. The purpose of this research is to examine the impact of the influence of relationship marketing on purchase intention whith intermediary word of mouth. customers who used the product on behalf of the cosmetic in Bushehr of city, were surveyed using a questionnaire. Classic random convenience sampling was used in administering the instrument. A total of 284 customers provided the data for the study. So, as for the literature of this research, one model had selected to show the effect of variables that by using the lisrel and spss softwares had tested. First of all the stage of variables favourability and their indicators had tested by using T.Tac Test, and also The positive relation between the indicators had confirmed by the correlation modulus and the way modulus in the T.Test had confirmed too. By using the lisrel software also, they attended to the test of this model by using the operation analysis and equation structure and at the end the deals of propriety indicators showed as that this model has a proper suitability and ultimately the lisrel software gived a corrected and completed model. Manuscript profile

Open Access Article

10 - Investigation The Role Of Relationship Marketing , Experiential Marketing and Cause Marketing in Customer Loyalty
اکبر شیدائی حبشی Alireza Fazlzadeh Mohammad Faryabi

Nowadays, marketing is as a key unit in any business. It isn’t covert for every one that customer is the most important assets of commercial organization, one of tools in creation of long relation with customer is; using of relationship marketing, but in spite of More

Nowadays, marketing is as a key unit in any business. It isn’t covert for every one that customer is the most important assets of commercial organization, one of tools in creation of long relation with customer is; using of relationship marketing, but in spite of severe competition between commercial organizations; this strategy isn’t sufficient. In this research, we have been examined the effect of relationship marketing by combining of Experiential marketing and cause marketing on customer loyalty. the research is in descriptive study form; that it is done with survey measurement method. Statistical sample of research include 321 persons of west Azarbaijan province bank customers. For data analyzing we used artificial neural networks, multiple regression and pearson correlation test. Multilayer neural networks have been trained by hyperbolic tangent function and they used by forward algorithm recognition model construct. Results showed that; in public and private banks; Experiential marketing, confidence and commitment have positive and meaningful effect on customers loyalty. By results comparison it is distinguished that neural networks are accurately than statistics traditional tests and they are reliable. Manuscript profile

Open Access Article

11 - Influence of relationship marketing investment on customer's gratitude and loyalty in retailers (Case Study: Hakopian Chain Store Customers)
nadereh sadat najafi zadeh afsaneh tabzar

Relationship marketing has defended as a development and maintenance of the long-term relationship with the customers، and has strong impact on the theory and marketing during the two past decades. Marketing is a bilateral relation and must share important interests. Cu More

Relationship marketing has defended as a development and maintenance of the long-term relationship with the customers، and has strong impact on the theory and marketing during the two past decades. Marketing is a bilateral relation and must share important interests. Customer gratitude and gratitude plays a key role in the creation and development of successful exchanges, the relationship between the seller and the buyer. Also, customer perceived benevolence in relation to companies is the tangible and intangible benefits they receive in relation to retailers. In this research the researcher tries to exam in the Influence of relationship marketing investments on customer's gratitude and loyalty in retailer. The statistical population of this research is the customers of the Hakupian stores. The existing research is of a practical and causal nature because it measures the impact. And the number of statistical samples analyzed using a questionnaire of 358 of the customers of the Hakupian stores. The validity and reliability of the questionnaire has been confirmed. Hypothesis of this research have been tested by LIZREL software. This study of the story It argues that investing in relationship marketing tactics such as direct mail, tangible rewards, interpersonal relationships, preferential treatment, with the role of the mediator of customer perceived benevolence, has a positive impact on customer gratitude and, consequently, on behavioral loyalty.   Manuscript profile

Open Access Article

12 - Impact relationship marketing on customer loyalty (Case Study: saderat Bank of Mazandaran)
asef karimi rezvan velayati shokouhi esmail shabani nejad

Maintain customer loyalty and attract it, is considered essential for continued business. Meanwhile, the banking industry is not an exception. The bank should also seek to improve their customer loyalty management strategies are different. To most people, researchers an More

Maintain customer loyalty and attract it, is considered essential for continued business. Meanwhile, the banking industry is not an exception. The bank should also seek to improve their customer loyalty management strategies are different. To most people, researchers and executives, the most important result of the application of marketing relationship banks, like other service sectors making loyal customers and the consequence is that banks have been marketing specialists.Given the importance of this approach in today's organizations, This article bases of the evaluation of the relationship of trust, commitment, communication, conflict management and customer loyalty Competence with banking services is examined. The present article is a descriptive study of the correlation of multiple regression was performed and a population of 384 bank customers in the province's export. The data in the study and questionnaire data were analyzed with regression. The results indicate a significant positive effect on customer loyalty; relationship marketing is a province in the bank. The effect of structural aspects of relationship marketing on customer loyalty were also investigated the effects of all significant aspects.   Manuscript profile

Open Access Article

13 - Investigating the moderating role of consumer diversification, innovation and consumer aptitude on the relationship between satisfaction with customer behavioral loyalty
Faezeh Rezaee K. Heidarzadeh

The aim of this study was to investigate the moderating role of diversity, innovation and consumer susceptibility on the relationship between satisfaction and customer behavioral loyalty. The method of this research is quantitative, descriptive, survey and applied in te More

The aim of this study was to investigate the moderating role of diversity, innovation and consumer susceptibility on the relationship between satisfaction and customer behavioral loyalty. The method of this research is quantitative, descriptive, survey and applied in terms of purpose. The study was conducted on the clothing industry. In this study, the required evidence was obtained by using a questionnaire and collecting data from 360 students of the Islamic Azad University, Tehran Science and Research Branch, who were selected using a stratified random method appropriate to the volume. Data analysis was performed by structural equation modeling using AMOS and SPSS software and the research hypotheses were confirmed at 95% confidence level. Considering that in order to achieve the research objectives, the research model has been fitted twice. In the first model, the relationships between research structures in accordance with the conceptual model with structural modeling and in the second model, the relationships between research variables according to the conceptual model with path analysis. Findings show that the results of the structural part, the results of the measurement of the validity and reliability of the structural measuring instrument and the fit indices have supported the conformity of the collected evidence with the theoretical model. According to the results of the first model of the research, the coefficients of the independent-dependent structure and the effect of the intermediate structure on the dependent are supported in a positive and significant way. The results of the second model are investigated from the coefficients of the interaction effect of three moderator variables with the mediating variable on the dependent variable and the results show that the interaction coefficients of the two paths are inverse and significant and one path is direct and significant. Therefore, all five hypotheses of the research have been confirmed. Manuscript profile

Open Access Article

14 - Providing the Sales Model of New Products of the Country's tire Industry through Relational Marketing Methods
masoud safizadeh afsaneh zamanimoghadam Abbas Toloei Ashlaghi

10.30495/jomm.2022.19517

The purpose of this study is to present a sales model of new products in the country's tire industry through relational marketing methods. Since in this applied research, the main goal is not only scientific discovery, but also to test and study the application of knowl More

The purpose of this study is to present a sales model of new products in the country's tire industry through relational marketing methods. Since in this applied research, the main goal is not only scientific discovery, but also to test and study the application of knowledge, so the method of this research is applied in terms of purpose and has been done by exploratory method. The data collection method is quantitative and the data collection tool is a questionnaire. Therefore, 375 people participated in this study. The collected data were analyzed by descriptive and inferential methods through SPSS 16 and Smart PLS software. After conducting the research, the results showed that: systematicity, technology orientation, design orientation, market orientation, use of resources, the basis of efforts for new goods, conceptualization of new goods, and finally new product management; Under the heading of market components of selling new goods by one-to-one marketing method; Approved. Model fit tests showed the validity of the model. Manuscript profile

Open Access Article

15 - The Effect of Relationship Marketing on Purchase Intention the Moderating Effects of Word-of-Mouth
A. Shekari F. Rahimi S. Korahi moghadam

Today, retaining and fostering customers are the important factor at success in the corporate competitive space. Customers have several benefits. They consume goods and services more, In case goods and services are tailored to their tastes and opinion and they recommend More

Today, retaining and fostering customers are the important factor at success in the corporate competitive space. Customers have several benefits. They consume goods and services more, In case goods and services are tailored to their tastes and opinion and they recommend entourage to use services of organization as a word of mouth. The purpose of this research is to examine the impact of the influence of relationship marketing on purchase intention with intermediary word of mouth. Customers who used the product on behalf of the cosmetic in Bushehr of city, were surveyed using a questionnaire. Classic random convenience sampling was used in administering the instrument. A total of 284 customers provided the data for the study. So, as for the literature of this research, one model had selected to show the effect of variables that by using the Lisrel and SPSS software had tested. First of all the stage of variables favorability and their indicators had tested by using T.Tac Test, and also The positive relation between the indicators had confirmed by the correlation modulus and the way modulus in the T.Test had confirmed too. By using the Lisrel software also, they attended to the test of this model by using the operation analysis and equation structure and at the end the deals of propriety indicators showed as that this model has a proper suitability and ultimately the Lisrel software gave a corrected and completed model. Manuscript profile

Open Access Article

16 - The Survey of Effect of Relationship Quality and Rapport on Word of Mouth
P. Ghaffari Ashtiyani M. Zanjirdar M. Panahi Vanani

Purpose: Because of undeniable importance of word of mouth in marketing especially in the part of  services, studying the underlying  factors is necessary. Because of intangible services and regarding the point that satisfied customers are the missionaries of More

Purpose: Because of undeniable importance of word of mouth in marketing especially in the part of  services, studying the underlying  factors is necessary. Because of intangible services and regarding the point that satisfied customers are the missionaries of the company, companies are encouraged to establish a positive relationship with their customer. Methodology:  This research is applicable in term of target. In terms of method and nature is casual research and of domain relevant branch. Necessary information are collected using questionnaire mean time for analysis of data, structural equation modeling and LISREL software are used. To achieve this purpose, number of sample was estimated to be 384 but to ensure more 425 questionnaires was distributed among costumers of private banks in Arak and at last 386 questionnaires were returned and analyzed. Findings: Result of the research show that a significant relationship exists between dimension of relationship quality, namely trust, satisfaction and commitment and word of mouth. Also existence of significant relationship between shared values on trust and commitment was accepted, but existence of significant relationship between rapport on the word of mouth and trust was not accepted. Research Limitations: This research will only survey the impact of relationship quality and rapport, and ignores other variables that impact word of mouth, but are not in the center of attention of this research. Managerial Implications: Finally it is suggested that bank managers by adopting programs to know the strengths and weaknesses of the competitors, by creating positive relationships and good quality, providing the best services to their customers so that customers will understand the quality in the way of offering services and become missionaries of the company. Originality/value: The model used in this research is a combination of a number of different models and reviews simultaneously the impact of relationship quality and rapport on word of mouth that is original in its type. Manuscript profile

Open Access Article

17 - Identification of Obstacles and limitations Implementing Relationship Marketing in the Public Sector Insurance Companies in Iran
M. Amirshahi M. Saffianian

In this era, service sector has gone through such a drastic transformation never experienced in its history. These changes has affected both industry structure and competitive situation. In this challenging environment of quick changes, service companies More

In this era, service sector has gone through such a drastic transformation never experienced in its history. These changes has affected both industry structure and competitive situation. In this challenging environment of quick changes, service companies in general and financial institutions in particular are forced to change their reactions toward market factors: change their focus off their products and shift it towards their customers and competitors; change their outlook from short-term to long-term periods. Diversity and complexity of competitive pressures has inevitably forced these companies to welcome new marketing paradigm i.e." Relationship Marketing"(RM). Kotler defined RM as establishing, maintaining, and reinforcing strong relationships with customers and other stakeholders. This research is an effort to identify the obstacles and limitations in implementing RM in the public sector insurance companies in Iran. After a broad review of literature and other secondary sources on the topic, the researcher interviewed with more than 30 people who were experienced in the insurance industry in Iran. The purpose of the literature review and interviews was to identify the research variables (47 such variable in total) and to design the requiredquestionnaire for data collection. The questionnaire was launched among 380 of the managers and specialized staff of Iran, Dana, Alborz, and Asia insurance companies, which collectively hold more than 89 percent of the insurance market in Iran in 2005. Factor  analysis of those variables diminished them to 12 factors that were responsible for 64.5 percent of their variance. Research findings include a detailed description of those 12 factors and present a new model which encompasses obstacles in implementing RM in the public sector insurance companies in Iran. Manuscript profile

Open Access Article

18 - Investigating the Effect of Gender on Parsian Bank Customer’s Loyalty Base on Relationship Marketing Approach
K. Heidarzadeh H. R. Saeeidniya M. Baniasdi

This paper aims to investigate the role of gender in the marketing underpinning (trust–commitment communication–conflict handling). Indeed, gender has a significant role in customer loyalty. Data were collected through a survey of Parsian Bank More

This paper aims to investigate the role of gender in the marketing underpinning (trust–commitment communication–conflict handling). Indeed, gender has a significant role in customer loyalty. Data were collected through a survey of Parsian Bank customers. Hierarchical multiple regression analysis was used to estimate the moderation effect of gender in the R.M. customer loyalty relationship. The result showed that the four underpinnings of relationship marketing are directly associated with customer loyalty. For example in “trust/loyalty” and “commitment/loyalty” factors, women are significantly more loyal than men, and in “conflict handling/loyalty,” males are more loyal than females. In the “communication/loyalty” factor, there were no differences between the two groups, so gender has no effect on this factor. Manuscript profile

Open Access Article

19 - Investigation the Role of Relationship Marketing, Experiential Marketing and Cause Marketing in Customer Loyalty
A. Sheidaei habashi A. R. Fazlzadeh M. Faryabi

Nowadays, marketing is as a key unit in any business. It isn’t covert for every one that customer is the most important assets of commercial organization, one of tools in creation of long relation with customer is; using of relationship marketing, but in More

Nowadays, marketing is as a key unit in any business. It isn’t covert for every one that customer is the most important assets of commercial organization, one of tools in creation of long relation with customer is; using of relationship marketing, but in spite of severe competition between commercial organizations; this strategy isn’t sufficient. In this research, we have been examined the effect of relationship marketing by combining of Experiential marketing and cause marketing on customer loyalty. The research is in descriptive study form; that it is done with survey measurement method.Statistical sample of research include 321 persons of west Azarbaijan province bank customers. For data analyzing we used artificial neural networks, multiple regression and Pearson correlation test. Multilayer neural networks have been trained by hyperbolic tangent function and they used by forward algorithm recognition model construct. Results showed that; in public and private banks; Experiential marketing, confidence and commitment have positive and meaningful effect on customer loyalty. By results comparison it is distinguished that neural networks are accurately than statistics traditional tests and they are reliable. Manuscript profile

Open Access Article

20 - Contemporary Marketing in Iran Verification of Relationship Marketing Validity in Large Manufacturing Firms
H. Nikoomaram S. Samiee P. Jafari

This paper is cross paradigm paper: it is the first that combines the two separate broad based perspectives on paradigms into comprehensive model for researcher. Marketing researchers argued the four Ps of the marketing mix became an indisputable paradigm More

This paper is cross paradigm paper: it is the first that combines the two separate broad based perspectives on paradigms into comprehensive model for researcher. Marketing researchers argued the four Ps of the marketing mix became an indisputable paradigm in academic research, the validity of which was taken for granted (Grönroos, 1994). The 21st century, but, is bringing dramatic changes in the marketing environment that is leading to a rethinking of the marketing discipline. For example, as markets are becoming mature and customers become scarce resources, the notion of relationship marketing (RM) has increasingly become important (Day, 2000; Dwyer; Gummesson, 1999; Gronroos, 1991; Morgan and Hunt 1994; Webster, 1992). But Conditions in developing economies are qualitatively unlike those found in mature markets. This study tested the validity of the RM for a developing country like Iran. This Research conceptual framework is a consistent and comprehensive theoretical framework emerging from an inductive integration of previous literature, theories, and other pertinent information. The research seeks to test a number of theoretical propositions and to refine and supplement them as the output and as the basis for further work. The findings of the research show that we are not able to firmly state that RM for large firms of Iran enjoys higher validity. Manuscript profile

Open Access Article

21 - The Effect of Relationship marketing on Firm-Investor Financial Performance in the Tehran stock Exchange Market
Manijeh Haghighinasab Mohammadreza Rostami Farzaneh Khobbakht Nazanin Hakimifar

Many studies generally have represented the positive effects of investor relationship management on stock market value creation. The purpose of investor relations is gaining support and understanding via mutual benefit created between stockholders and organization that More

Many studies generally have represented the positive effects of investor relationship management on stock market value creation. The purpose of investor relations is gaining support and understanding via mutual benefit created between stockholders and organization that leads to an interactive and two-way collaboration relationship. Successful companies utilize the relationship marketing management with investors and stockholders as one of the strategies for utilizing sustainable competitive advantage in today's business world. This is the world in which maintaining the current stockholders to reach the goals is essential. In this study relation between active firms in Tehran Stock Exchange Market and its stockholders have been investigated based on the relationship marketing philosophy. In the next step, we have examined the effect of IR management on financial outcomes in the stock. We have adapted a framework proposed by Hofman and his teammate in 2010. A sample with some criteria extracted from The Tehran Stock Exchange database from 2011 to 2015. Multivariate linear regression model we are used within this research for hypothesis testing the cross-sectional data and compound method. The main dimensions in the model are investor relations, relationship marketing, relationship orientation, relationship evaluation, trust, commitment, liquidity stock return and cost of equity capital. Research findings show that there is a positive and meaningful relationship between liquidity and all dimensions of relationship marketing except for relationship evaluation. There is a positive and meaningful relationship between stock return and all dimensions of relationship marketing except for commitment. A positive and meaningful relationship was obtained for relation between reciprocity and cost of equity capital. No evidence was found and theories was not approved for meaningful effect of relationship orientation, relationship evaluation, commitment and trust on the cost of equity capital. As a final conclusion, due to importance of liquidity and stock return in this emerging market, it is beneficial for active companies to pursue dimensions of relationship marketing to manage their relation with the investors with quality. Manuscript profile

Open Access Article

22 - Effects of relationship marketing bonds on Customer satisfaction and share of customer in banking industry
Gholam Reza Ahmadi Samad Aali

  The purpose of this study is to investigate the effects of relationship marketing bonds, including financial, social and structural bonds on customer satisfaction and share of customer in the banking industry. Agriculture Bank was chosen as case study population More

  The purpose of this study is to investigate the effects of relationship marketing bonds, including financial, social and structural bonds on customer satisfaction and share of customer in the banking industry. Agriculture Bank was chosen as case study population and 389 customers from 12 branches of Agriculture Bank of Tabriz city were chosen as statistical sample of the research and Samples were selected using simple random sampling. this research is causal research in terms of the method and data with questionnaires was analyzed through Partial Least Squares Structural Equation Modeling (SEM-PLS). In SEM at first we examined the measurement, structural and overall fitness then we tested the Hypothesis. The results of the study revealed that there is a significant relationship between relationship marketing bonds ( Social, financial and structural bonds ) and customer satisfaction. Social, financial and structural bonds, respectively had the highest effects on customer satisfaction. Also there was a significant positive relationship between customer satisfaction and customer share Manuscript profile

Open Access Article

23 - The Relation of Competitive Intelligence and Strategic Marketing Relationship with Karafarin Bank Customers’ Loyalty
Bahman Ghiaszadeh Saeed Safarian Hamedani Fatemeh Taheri Fatemeh Taheri

This study examines the relationship between competitive intelligence and strategic relationship marketing with Karafarin Bank customers’ loyalty. The study method in the terms of functional goals and descriptive nature is based on correlational study methods. The More

This study examines the relationship between competitive intelligence and strategic relationship marketing with Karafarin Bank customers’ loyalty. The study method in the terms of functional goals and descriptive nature is based on correlational study methods. The statical population of recent study is consisted of all customers who use the services of Karafarin Bank in Tehran. The sample size was 384 using the formula of unlimited population Based on random cluster sampling method. The data were collected by questionnaires based on desk and field research methods. The questionnaires’ Content validity were approved by the thesis and consulting advisors and to determine the reliability, Cronbach’s alpha was resulted 0.94 for competitive intelligence ,0.95 for strategic relationship marketing and 0.94 for loyalty. Research data were analyzed with the help of Lisrel software and were evaluated with descriptive, inferential and statistical tests. The study’s results show that the competitive intelligence components including knowledge of market situation, competition and social awareness have a direct and considerable relation with customers’ loyalty while there is not such a relation for technical and tactical components. In addition, the results show a direct relation between being unique, changing brand’s cost, satisfaction, trust, visual communication and feeling pleasure which are all strategic relationship marketing components with customers’ loyalty while emotional satisfaction and privileges are not like that. Manuscript profile

Open Access Article

24 - the relationships among internal marketing, job satisfaction, relationship marketing, customer orientation and organizational perfomance .
Bozorgmehr Khanduzi Ali Arab

Abstract 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 More

Abstract 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

25 - Study of Impact Factors of Relationship Marketing in Loyalty Customers in Kerman Balan Agency
B. Alishiri M.A.F. Bonabi H. Abdollahi

With respect to increasing importance of keeping customers and using relationship marketing by organizations around the world, the current study is done to identify effective factors of relationship marketing customers’ loyalty in Kerman Balan agency. In this stud More

With respect to increasing importance of keeping customers and using relationship marketing by organizations around the world, the current study is done to identify effective factors of relationship marketing customers’ loyalty in Kerman Balan agency. In this study, relationship marketing model is used to analyze effective factors on the customers’ loyalty in the agency. The study is done using a questionnaire and four factors including (trust, commitment, conflict handling, and communication). This questionnaire is distributed among 80 customers of Kerman Balan agency. This research is a descriptive survey in which the relationships among independent and dependent variables have been examined considering the data collected through questionnaires. By doing chi-square test, normality of the frequency of the provided answers is used. Using Pearson coefficient correlation, a significant relationship was found among 4 factors. The research hypotheses were approved by t- test. Using Friedman test, the factors were ranked based on their importance as follow: 1. Trust, 2. communication, 3. Commitment, 4. Conflict handling. Manuscript profile

Open Access Article

26 - Designing a Model for Explaining Competitive Tejarat Bank
سیامک جعفری نرگس دل افروز کامبیز شاهرودی yalda rahmati

10.30495/fed.2022.691500

AbstractThe purpose of writing the current research is to represent a model to measure competitive strength in Tejarat bank. Data gathering &lrm;tools are interview and questionnaire. Statistical society includes two different parts of Tejarat Bank experts (10 ones) and More

AbstractThe purpose of writing the current research is to represent a model to measure competitive strength in Tejarat bank. Data gathering &lrm;tools are interview and questionnaire. Statistical society includes two different parts of Tejarat Bank experts (10 ones) and experts &lrm;along with 1750 managers in different levels of the bank from which 316 ones were selected by Cochran sampling formula. First of &lrm;all, preliminary mdel was extracted interviewing experts. Continuously applying structural equation model in LISREL software &lrm;environment the extracted model was tested and finally final definitive model of sompetitive strength in includes internal resource &lrm;&lrm;(contains financial. Technological, managerial and marketing), market intelligence (contains intelligence making and responsibility) &lrm;and onlie relationship marketing (online exchange quality, online content quality and e-service quality) was gained. &lrm; Manuscript profile

Open Access Article

27 - To Compare the Ranking of Brokerage Firms Based on Relationship Marketing and the Ranking Conducted by the Securities and Exchange Organization (SEO) (An integrated approach of RM and fuzzy MADM)
Mostafa Ghazizadeh Saeed Safari Ebrahim Mohammadi Mehdi Samizadeh

Given the importance of ranking of brokerage firms for customers, this paper analyzes the impact of relationship marketing factors on the ranking of brokerage firms and compares the obtained results with the results of the ranking conducted by the Securities and Exchang More

Given the importance of ranking of brokerage firms for customers, this paper analyzes the impact of relationship marketing factors on the ranking of brokerage firms and compares the obtained results with the results of the ranking conducted by the Securities and Exchange Organization (SEO). For this purpose, in the first stage, seven indicators of relationship marketing indicators which have the greatest impact on the ranking and performance evaluation of brokerage firms from the viewpoints of the experts, from among the indices derived from the theories and models of relationship marketing including customer confidence in the organization, customer commitment, empathy with the customers, financial interests, competence of the organization, conflict management, communication and financial interests was determined by questionnaire.  The study population will consist of two parts: Active Brokerage firms in Stock Exchange and the customers of these brokerage firms in the cities of Tehran and Isfahan who have used the services offered by the brokerage firms at least twice. The data were collected from a sample of 873 customers of brokerages and 2 experts of capital market. To analyze the research data, the main influencing criteria on relationship marketing were evaluated in the form of questionnaire. Finally, the ranking algorithm was designed using Fuzzy AHP and Fuzzy TOPSIS and ranking was conducted. Correlation test between the ratings indicate that there is a direct correlation and integration between both tools. Manuscript profile

Open Access Article

28 - Designing a Model for the Sale of New Goods through One-to-One Marketing Method (Case Study: Country Tire Industry)
Masaud Safizade Afsaneh ZamaniMoghadam Abbas Toloie Ashlaghi,

10.30495/mlseo.2022.691016

The purpose of this study is to provide a model for the sale of new goods through the one-to-one marketing method. Since in applied research, the main goal is not only scientific discovery, but also to test and study the application of knowledge, so the method of this r More

The purpose of this study is to provide a model for the sale of new goods through the one-to-one marketing method. Since in applied research, the main goal is not only scientific discovery, but also to test and study the application of knowledge, so the method of this research is applied in terms of purpose and has been done by exploratory method. The data collection method is mixed (quantitative and qualitative) and the data collection tool is interviews with experts by conducting specialized interviews in Delphi method and a questionnaire. Therefore, 375 people from the market of selling new goods by one-to-one marketing method (in the quantitative section) and 17 experts and specialists in this field (in the qualitative section) participated in this research. The collected data were analyzed by descriptive and inferential methods through SPSS 16 and Smart PLS software. The results showed that the components of the model of selling new goods through one-to-one marketing include method systematicity, technology orientation, design orientation, market orientation, resources use, the basis of efforts for new goods, conceptualization of new goods, and finally new product management; the model has a good fit and all its relationships are significant. Therefore, it can be concluded that this model is valid. Manuscript profile

Open Access Article

29 - Investigating the Impact of Relationship Marketing (RM) Strategies on Customer Satisfaction and Customer Loyalty of Ansar Bank Clients
hosain vazifehdost hosein khajehnobar maryam abdoli

Nowadays companies with superior performance in various industries are moving towards retaining customers and building customer loyalty. In fact, they have found that attracting a new customer can be very costly and that today they need loyal customers in order to be ab More

Nowadays companies with superior performance in various industries are moving towards retaining customers and building customer loyalty. In fact, they have found that attracting a new customer can be very costly and that today they need loyal customers in order to be able to maintain their positions in a highly competitive environment. Thus, the identification of factors affecting customer loyalty is a matter of prime importance. Therefore, the present study investigates the impact of relationship marketing (RM) strategies on customer satisfaction and customer loyalty of Ansar Bank clients. This study was conducted by implementing a descriptive, correlational research design. For this purpose, Ansar Bank clients in Tabriz Metropolis were considered as the population, and the questionnaire was used to collect customer feedback. The reliability of all variables was within acceptable range. Furthermore, the model was tested using the Partial Least Squares (PLS) method supported by PLS-Graph software. The results indicated that the explained variance of customer satisfaction by the major dimensions of relationship marketing (RM) strategies is 94%; and that “communication development” with a path coefficient of 0.596 and “conflict management” with a path coefficient of 0.580 have the greatest impact among the major dimensions of relationship marketing (RM) strategies. Therefore, organizations are required to go beyond fulfilling customers’ basic needs, meet customer expectations and redirect their attention from merely providing customer satisfaction to building loyalty and trust by establishing long-term, bilateral communication that can be profitable for both sides. Manuscript profile

Open Access Article

30 - The Developing a Structural Modeling of a Customer Loyalty in Sports Services Based on Relationship Marketing
sajad moemeni gholamreza shabanibahar majid kiyani parvin mohammadi

Currently, customer loyalty is one of the keys to success and a basis for the profitability of the Sports Clubs. Hence, the purpose of this study was to develop structural modeling of customer loyalty in sports services based on relationship marketing by using structura More

Currently, customer loyalty is one of the keys to success and a basis for the profitability of the Sports Clubs. Hence, the purpose of this study was to develop structural modeling of customer loyalty in sports services based on relationship marketing by using structural equation modeling partial least square method.The population was included all both customers’ genders in fitness clubs of the Hamedan city (n=376), that were selected by random sampling. Measurement tools in the study for gathering data were the relationship marketing questionnaire (Abasi, 2002) and customer loyalty questionnaire (Huang, 1998), and the validity and reliability were approved. SmartPls v.3 and IBM SPSS Softwares were used to analyze the structural equation modeling and partial least square method. The results revealed that relationship marketing had a significant effect on customer loyalty that it is equal to β=0.391. An examination of the effect of relationship marketing components on customer loyalty showed that only the quality-of-service component had a significant effect on customer loyalty (β=0.303). In conclusion, paying attention to the total relationship marketing components is a strategy to influence customer loyalty in Sports Clubs. Consequently, there is a need for club managers and owners to pay particular attention to the basic elements of relational marketing in order to retain a stable and long-term relationship with their customers. Manuscript profile

Open Access Article

31 - Social responsibility, financial performance, financial sustainability and financial inclusion in banks
mohamad pourehtesham

The main purpose of this research is to determine the effect of social responsibility on financial performance, financial sustainability and financial inclusion in banks. Social responsibility is an ethical framework for any person or organization to act sensitively on More

The main purpose of this research is to determine the effect of social responsibility on financial performance, financial sustainability and financial inclusion in banks. Social responsibility is an ethical framework for any person or organization to act sensitively on social, cultural, economic and environmental issues. Trying to fulfill social responsibility helps individuals, organizations and governments to have a positive role and influence in the sustainable development of a society. In today's world, due to rapid changes in economic, social and cultural factors; increasing economic, social and environmental challenges; increase in populism; And reducing the level of trust and credibility of individuals and organizations, the issue of social responsibility has been taken into consideration. This research was conducted for a period of 5 years from 1395 to 1399. Sample information of the studied companies after checking the availability of their information by collecting with the help of Excel software and classifying with the help of software Eviose were analyzed. The results of the research showed that there is a negative relationship between social responsibility and financial performance and financial sustainability, and this relationship is significant. But there is a positive relationship between social responsibility and financial inclusion, and this relationship is significant. Manuscript profile

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