Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies"

Transcription

1 International Journal of Management Academy (2013), 1 (2): Received: October 2013 Accepted: November 2013 Copyright 2013 by IJOMA Original Article Investigation The Effectiveness Of Customer Relationship Management Factors In Isfahan Tourism And Travel Agencies Nazanin Taghipoor Management Department of Sheikhbahaee University, Isfahan, Iran. Abstract The aim of this study is assessing the effectiveness of Customer Relationship Management factors in Isfahan tourism and travel agencies by Structural Equation Modeling (SEM). It is practical according to the goal and it s a kind of descriptive survey in terms of methodology. Research population included all of staffs and managers at tourism and travel agencies in Isfahan in 2012 that 274 of them were selected as research sample through Cochran s formula and the return rate of questionnaires was 93%. Data analysis has been done by SPSS20 and AMOS20 softwares. Results showed that the model in this research in terms of fit model indexes, is a decent model for assessing the condition of customer relationship management in Isfahan travel and tourism agencies. Also findings showed that all factors of customer relationship management are effective. Findings lead to better understanding of behavioral mechanisms which is an acceptable fundamental for maintaining and improving customer relationship management in tourism industry. Keywords: Customer Relationship Management, Key customer focus, CRM organization, Knowledge management, Technology-based CRM. Introduction With the Improvement of communication, the evolution of the information age and the advent of new communication tools, organizations face with multitude of different clients and also customers have lots of different choices which leads to increase the power of customers decisions and market fluctuation. In such situation, management thinkers prescribe customers retention and correct ways of dealing with them as Customer Relationship Management (CRM) which leads to increase the revenue, and decrease the distribution and sales costs (Elahi and Heidari,2008). Due to the fact that customer expectations have raised recently, * Corresponding author: customer relationship management is a necessity in today s customer-oriented business conditions (Thompson et al., 2006). CRM as a customer-oriented approach is a key factor in the success of new strategies in many business environments, including the tourism industry. In tourism, the costumers use such ways as Web (Internet, web sites, selfservice web site), mobile (as suggested tour through SMS), (auto responder), digital camera (pictures of tourism places), self-service kiosks to keep their relationship with the agency. For example a tourist enters a web site and visits tourism places (in the form of pictures, maps, movies and etc) and chooses a tour based on CRM approach (Rezaiyan and monfared,2007). Despite of the widespread use of CRM in tourism industry, there is limited literature and research about capturing this context and practices

2 Figure 1. Four behavioural dimensions of CRM. in this growing field of traveling and tourism industry. Customer relationship management has not been adequately studied by researchers yet. Most of the published researches on travel and tourism focuses on destination instead of business-oriented and special implementation which CRM is intended to employ (Vogt, 2011). In this study effective factors of customer relationship management has been studied in travel and tourism agencies in Isfahan. The theoretical background has been investigated further in this article and then the methodology has been presented. In the next section, the results of data analysis has been expressed, and finally the conclusions and recommendations are discussed. Theoretical background Customer Relationship Management Customer relationship management is an important concept in the tourism industry and is a great contribution in this field which is not only for overcoming the deficiencies in the business process but also for keeping customers consented, making a good relationship with customers and change those potential customers into loyal customers and shareholders (Kazemi and Saneian, 2013; Sofi et al., 2013). Customer relationship management is the main core in business strategy that integrates internal functions and external network to create and deliver value to targeted customers, with the purpose of profitability. This strategy is based on customers high quality expectations and empowerment with the help of information technology (Buttle, 2012). CRM is a plan for organizations and companies for better performances and offers more than just former product delivery to customers. Bligh and Turk (2004), have proposed three conclusions from their findings and performances of companies which had used CRM. First, CRM should be linked to business interests, or achievements not an additional cost or effort. Second, the analysis of CRM should be focused on the interests and promote the product. In addition to the willing of customers, distribution rate should be in interest of the person who is doing the marketing job and it should be capable for pursuing in a CRM system. The last conclusion for the purpose of success is that CRM should be related to the business programing and decision making which is based on historical data, competitors performance and other affective factors in the market and assessing the future (Vogt, 2011). Factors of CRM Sin, Tse and Yim (2005), stated that CRM implementation usually involves four specific strategic activities(figure 1): 1)Focusing on key customers Key customers are those who strategically are more important for the organization and may lead to greater profitability (Ryals and Knox, 2001). Based on Sin, Tse and Yim (2005), Focusing on key customers includes consultation with customers in order to customize their demands, customization the products, assessment of customer needs and implement customers needs information. 2)Organizing around CRM Organizational structure should be flexible and if necessary, it should be capable for revitalizing customer-oriented values, support customer-focused organization and improve cross-functional teams (Assabil and Abdallah, 2011).

3 Taghipoor N / IJOMA (2013), 1 (2): )Knowledge management Knowledge management is more important than knowledge itself. Knowledge management is intended to explain the process of converting individual and organizational information into individuals and groups knowledge and skills in organizations (Davenport and Prusak, 2000). 4)Technology-based CRM With the assistance of CRM technology, enterprises are able to collect, analyze, and distribute a wide range of information (Assabil and Abdallah, 2011). Organizations can provide custom-made services with high quality and low cost by CRM software (Sin et al., 2005). Literature review Vogt (2011), has integrated CRM with the strategic marketing and investigated around the products of travel and tourism. He stated that CRM is widely used in the tourism industry, it sustains the return rate of customers by loyalty programs, and travel websites give high volume of electronic transactions. Motameni and Ja afari (2009), have researched CRM in Iran hotel industry based on Gartner s model. After data investigation, it was revealed that Iran hotel industry has major weaknesses on such these issues: considering changes in the customer s life cycle; collect and analyze information and change it into knowledge for hotel planning and employing new methods such as web-sites and etc. on the other hand it has strengths in some affective factors such as: the attention of senior management in attract and maintain customers for long-term, getting feedback from customers and etc. Dombrowski, Scandelari and Resende (2010), in an article under the title of CRM as a tool for customer loyalty in the hotel sector had emphasized that, CRM programs are essential in hotel industry in order to monitor customers preferences and maintain the relationships with them. Also they concluded that high levels of loyalty and adaptation of products and services by each customer was the result of this programs. Findings of their research are exploratory and conceptual around the theoretical and practical concepts of CRM. At the end, it was revealed that technology is a crucial tool to store and analyze information in order to a better understanding. Methodology With considering the fact that this research is intended to study current status of customer relationship management in the tourism and travel agencies in Isfahan from the perspective of staffs, this study focuses on data and information which enable the researcher to discuss the condition of variables. The researcher has no interference with the data and result. This is a descriptive study based on structural equation modelling. The research population included all of employees and managers at tourism and travel agencies in Isfahan in 2012 that included 951 people, 274 of them (including the CEO, technical managers, domestic and outside tour sellers, domestic and outside ticket sellers, accountant and other position (public relations representatives, and software engineers and...)) were selected randomly as research sample through Cochran s formula and the return rate of questionnaires was 93%. For gathering information to confirm or refute the research hypotheses, field method has been implemented. A standard questionnaire of Sin, Tse and Yim(2005) that is consisting of purposeful questions to gather information about variables that measure the comment and insight of the person who is responding, is used. This standard questionnaire has beed applied after translating and reviewing for local travel and tourism agencies by the investigator, and then approved by supervisor and consultant in its validity and reliability in order to investigate customer relationship management in travel agencies. This questionnaire has 18 questions that investigate four factors (key customer focus, CRM organization, knowledge management, technology-based CRM. In this research, Cronbach s Alpha coefficient was used to assess the reliability of questionnaire. Its value for CRM questionnaire is obtained 0.837, so the questionnaire can be evaluated reliable. In this study, hypothesis analyzing and fit model evaluating has beed done with Structural Equation Modelling (SEM), by SPSS20 98

4 Investigation The Effectiveness Of Customer Relationship Management Figure2. Structural Equation modelling of research. and Amos20 softwares. Structural Equation Modelling, On the one hand, examined data based on conceptual model to find that whether the fit of model is good or not, and on the other hand, it tested whether the relationships in the fit model are meaningful or not. Results To determine that, to what extent the model factors are acceptable for conceptual model of research, the model of all variables is analyzed. Fit general indexes of conceptual model are CMIN/Df = 1.95, GFI = 0.95, AGFI = 0.94, NFI = 0.95, CFI = 0.93 and RMSEA = According to the conceptual model of these indexes, such as CMIN with less than 3 free degrees (df), the value of RMSEA is less than 10 percent, the value of GFI, AGFI, NFI and CFI are greater than 90 percent; it can be concluded that general indexes indicate a good fit of model by data or in other words - we can say that all data support the model well. The modified model of Structural Equation Modelling with regression coefficients is presented in Figure2. After review and approve model, for testing the hypothesis, partial indicators of crisis (.C.R) and P is used. Critical value is the result of dividing estimate regression weights on standard error. Based on a significance level of 0.05, the critical value should be more than1/96. If less than this amount is concluded, the relevant parameters in the model, is not considerable. Also less than 0.05 for P-value indicates significant differences in zero regression weight with 95% confidence. The hypothesis and regression coefficients and relevant partial indicators to each hypothesis are presented in Table 1. Conclusions The aim of present study was investigating the condition of customer relationship management in Isfahan tourism and travel agencies from the perspective of employees. So, at first, external and internal researches about customer relationship management were examined and after gaining basic information about research variables, Researcher has used some relevant variables. The model of Sin 99

5 Taghipoor N / IJOMA (2013), 1 (2): Table 1. Regression coefficients (The results of testing hypotheses). Path β C.R. P Result 1 Customer Relationship Management key customer focus *** Approve 2 Customer Relationship Management organization CRM *** Approve 3 Customer Relationship Management knowledge management *** Approve 4 Customer Relationship Management technology-based CRM *** Approve ***=P<0.001 According to the results in the above table, all defined relationships are approved with 95% confidence. and others (2005), including key customer focus, CRM organization, knowledge management, technology-based CRM, was used for investigating customer relationship management. The reason why researcher has used these dimensions is that in conducted researches about CRM, all the aspects of customer relationship management has been relatively determined for researchers. Dimensions that is used in this study, measure CRM comprehensively. Data analysis about questionnaires and hypothesis testing are done by SPSS and Amos softwares. Data analysis showed that the model which is used in this study, is a decent model for evaluating customer relationship management in tourism and travel agencies of Isfahan, in terms of fit model indexes.and also, all hypotheses in this study has been approved. According to the results recommend that managers of tourism and travel agencies considere the customer relationship management in their career. It means that with the increasing focus on the key costumers and maintaining costumers, organizing the business processes around CRM, knowledge management and sharing, employing up-todate technology, CRM would also improve, and leads to satisfaction of tourists. References Assabil, E., and Abdallah, H. S Customer Relationship Management Practices. Master s Thesis. Luleå University of Technology in Sweden. Buttle, F Customer Relationship Management: concepts and technologies. Second edition. Published by Elsevier Ltd Davenport, T. H., and Pruzak, L Working knowledge: How organizations manage what they know. Harvard Business Press. Dolnicar, S., and Laesser, C Travel agency marketing strategy: insights from Switzerland. Journal of Travel Research, 46(2), Dombrowski, M. R., Scandelari, L., and Resende, L.M CRM as a tool for customer loyalty in the hotel sector. XVI International Conference on Industrial engineering and operations management, 12 to 15 October, Brazil. Elahi, S., and Heidari, B Customer Relationship Management. Second edition. Commercial printing company. 10. Erdly, M., and Kesterson-Townes, L Experience rules : a scenario for the hospitality and leisure industry circa 2010 envisions transformation. Strategy & Leadership, 31(3), Gamble, P., Chalder, M., and Stone, M Customer knowledge management in the travel industry. Journal of Vacation Marketing, 7(1), Motameni, A., and Ja afari, A Evaluation of the implementation of customer relationship management (CRM) in Iran hotel industry. Journal of Management Landscape, 30, Kazemi, A., and Saneian, Z. S., Investigating the Impact of Combining Traditional and Online Factors on Customersʼ Trust in E-Banking and E-Commitment (The Case of Customers of Mellat Bank, Shiraz Branch). International Journal of Management Academy, 1(1), Rezaiyan, S., and Monfared, M. A, The new architecture and process of technology development, customer relationship management system and its application in tourism. Journal of tomorrow management, 5(18), Ryals, L., and Knox, S Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), Sin, L. Y., Tse, C. B., and Yim, F. H CRM: conceptualization and scale development. European Journal of Marketing, 39(11/12), Sofi, S. A., Bhat, S. M., and Rather, J. A Customer Relationship Management and Tourism Indusry, study of correlation among different elements of CRM and perceptual differences of domestic and outside tourists. International Journal of Applied Research & Studies, 385. Thompson, S. H., Teo, P. D., and Shan, L. P Towards a holistic perspective of customer relationship 100

6 Investigation The Effectiveness Of Customer Relationship Management management (CRM) implementation: A case study of the Housing and Development Board. Singapore Decision Support Systems, 42. Vogt, C. A Customer relationship management in tourism: Management needs and research applications. Journal of Travel Research, 50(4), Yim, F. H. K., Anderson, R. E., and Swaminathan, S Customer relationship management: its dimensions and effect on customer outcomes. Journal of Personal Selling and Sales Management, 24(4),

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah

Keywords: Marketing Strategy, Competitive Advantage, the Customer Relationship System, State Banks of Kermanshah CODIFYING THE MARKETING STRATEGY WITH AN APPROACH TO THE COMPETITIVE ADVANTAGE- CASE STUDY: THE COMPARISON OFCUSTOMER RELATIONSHIP SYSTEM IN STATE BANKS Jalaledin Gavazi and *Seyed Reza Hassani Department

More information

SCIENCE ROAD JOURNAL

SCIENCE ROAD JOURNAL SCIENCE ROAD Journal SCIENCE ROAD JOURNAL Year: 2015 Volume: 03 Issue: 03 Pages: 278-285 Analyzing the impact of knowledge management on the success of customer communications with intermediary role of

More information

*Author for Correspondence. Keywords: Social Responsibility, Market Orientation, Customer Relationship Management, Performance

*Author for Correspondence. Keywords: Social Responsibility, Market Orientation, Customer Relationship Management, Performance THE EFFECT OF SOCIAL RESPONSIBILITY, MARKET ORIENTATION AND CUSTOMER RELATIONSHIP MANAGEMENT ON PERFORMANCE USING A BALANCED SCORECARD APPROACH (CASE STUDY DAIRY COMPANIES SHIRAZ) Fatemeh Keshavars Pour

More information

Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study)

Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study) Studying the Effects of Customer Relationship Management on the Marketing Performance (Isfahan Saderat Bank as a case Study) Mahsa Namjoyan M.A Student, Mobarakeh Branch, Islamic Azad University, Mobarakeh,

More information

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 213-220 Studying the Factors Influencing the Relational Behaviors of Sales Department Staff (Case Study: The Companies Distributing Medicine, Food and Hygienic and Cosmetic Products in Arak City) Aram Haghdin

More information

Factors Affecting Demand Management in the Supply Chain (Case Study: Kermanshah Province's manufacturing and distributing companies)

Factors Affecting Demand Management in the Supply Chain (Case Study: Kermanshah Province's manufacturing and distributing companies) International Journal of Agriculture and Crop Sciences. Available online at www.ijagcs.com IJACS/2013/6-14/994-999 ISSN 2227-670X 2013 IJACS Journal Factors Affecting Demand Management in the Supply Chain

More information

An Empirical Study on the Effects of Software Characteristics on Corporate Performance

An Empirical Study on the Effects of Software Characteristics on Corporate Performance , pp.61-66 http://dx.doi.org/10.14257/astl.2014.48.12 An Empirical Study on the Effects of Software Characteristics on Corporate Moon-Jong Choi 1, Won-Seok Kang 1 and Geun-A Kim 2 1 DGIST, 333 Techno Jungang

More information

SEM Analysis of the Impact of Knowledge Management, Total Quality Management and Innovation on Organizational Performance

SEM Analysis of the Impact of Knowledge Management, Total Quality Management and Innovation on Organizational Performance 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com SEM Analysis of the Impact of Knowledge Management, Total Quality Management and Innovation

More information

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province

Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province 71 Surveying the Relationship Between Relationship Marketing and Customer Loyalty Case Study: Pasargad Bank in Mazandaran province Seyyedeh Mohaddeseh Seyyednejad, Department of Management, Germi Branch,

More information

Ranking Barriers to Implementing Marketing Plans in the Food Industry

Ranking Barriers to Implementing Marketing Plans in the Food Industry Ranking Barriers to Implementing Marketing Plans in the Food Industry Shahram Gilaninia 1, Seyed Yahya Seyed Danesh 2, Mina Abroofarakh 3* 1 Department of Industrial Management, Rasht Branch, Islamic Azad

More information

The Study of the Effect of Brand on Customer Loyalty of Electronic products

The Study of the Effect of Brand on Customer Loyalty of Electronic products International J. Soc. Sci. & Education 2013 Vol.3 Issue 4, ISSN: 2223-4934 E and 2227-393X Print The Study of the Effect of Brand on Customer Loyalty of Electronic products By 1 Mona Sanaei Nasab and 2

More information

Investigate the Effect of Knowledge Management on Customer Relationship Management (Case Study: Mellat Bank, Yazd City)

Investigate the Effect of Knowledge Management on Customer Relationship Management (Case Study: Mellat Bank, Yazd City) J. Appl. Environ. Biol. Sci., 5(11S)151-160, 2015 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Investigate the Effect of Knowledge

More information

The Role of Integrated Marketing Communications (IMC) in Absorbing Tourists: A Case Study in Kish Island

The Role of Integrated Marketing Communications (IMC) in Absorbing Tourists: A Case Study in Kish Island The Role of Integrated Marketing Communications (IMC) in Absorbing Tourists: A Case Study in Kish Island Nazanin Sadat Fatehi Department of Tourism Management, University of Tehran, International campus,

More information

Exploring the Relationship between Knowledge Management and Organizational Intelligence

Exploring the Relationship between Knowledge Management and Organizational Intelligence :402-407 www.amiemt-journal.com Exploring the Relationship between Management and Organizational Intelligence 1 Reza Sepahvand, 2 Mahmoud Reza Esmaeili, 3 Saba Kkalani, 4 Masoud Ghodsi* 1,2 Assistant professor

More information

The Relation between the Use of E-Customer Relation Management (E-CRM) and Customer Satisfaction of the Branches of Saderat Bank of Golestan Province

The Relation between the Use of E-Customer Relation Management (E-CRM) and Customer Satisfaction of the Branches of Saderat Bank of Golestan Province International Research Journal of Management Sciences. Vol., 2 (11), 355-359, 2014 Available online at http://www.irjmsjournal.com ISSN 2147-964x 2014 The Relation between the Use of E-Customer Relation

More information

Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein

Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein Impact of ECRM on the Create Competitive Advantage in Hotels of Sarein Shahram GilaniNia Department of Industrial Management, Islamic Azad University, Rasht Branch, Rasht, Iran Sirous Balaei Department

More information

THE IMPACT OF COMPETENCY-BASED PERFORMANCE MANAGEMENT OF STAFF ON ORGANIZATIONAL PERFORMANCE (CASE STUDY: ENTEKHAB INDUSTRIAL GROUP)

THE IMPACT OF COMPETENCY-BASED PERFORMANCE MANAGEMENT OF STAFF ON ORGANIZATIONAL PERFORMANCE (CASE STUDY: ENTEKHAB INDUSTRIAL GROUP) I J A B E R, Vol. 13, No. 4, (2015): 1933-1940 THE IMPACT OF COMPETENCY-BASED PERFORMANCE MANAGEMENT OF STAFF ON ORGANIZATIONAL PERFORMANCE (CASE STUDY: ENTEKHAB INDUSTRIAL GROUP) Mojtaba Rafiee¹, Iraj

More information

Dr. Sayyed Mohsen Allameh Assistant professor, University of Isfahan,Iran Email: Dr_allameh@yahoo.com

Dr. Sayyed Mohsen Allameh Assistant professor, University of Isfahan,Iran Email: Dr_allameh@yahoo.com Analysis of Relationship between Knowlge Management and Customer Relationship Management with Customer Knowlge Management (Case Study At Azaran Valve Co.) Abstract Dr. Sayy Mohsen Allameh Assistant professor,

More information

CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM

CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM CONSIDERING CRITICAL FACTORS OF SUCCESS AT IMPLEMENTING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM AND RANKING THEM *Navid Aboulian Department of IT Management, Islamic Azad University, Science and Researches

More information

The inference of stickiness to trust repair in virtual community

The inference of stickiness to trust repair in virtual community 2011 International Conference on Financial Management and Economics IPEDR vol.11 (2011) (2011) IACSIT Press, Singapore The inference of stickiness to trust repair in virtual community Jyh-Jeng Wu 1+, Shu-Hua

More information

A Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah)

A Survey of the Relationship between Quality of Work Life and Customer Relationship Management (Case Study: Keshavarzi Bank Branches of Kermanshah) ORIGINAL ARTICLE Received 15 Oct. 2012 Accepted 30 Dec. 2012 2012, Scienceline Publication www.science-line.com Asian Journal of Social and Economic Sciences Asian J. Soc. Econ. Sci. 1(1): 18-22, 2012

More information

INVESTIGATION OF IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY (JOINT STOCK COMPANY OF MOBILE COMMUNICATION OF IRAN HAMRAHE AVAL )

INVESTIGATION OF IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY (JOINT STOCK COMPANY OF MOBILE COMMUNICATION OF IRAN HAMRAHE AVAL ) INVESTIGATION OF IMPACT OF RELATIONSHIP MARKETING ON CUSTOMER LOYALTY (JOINT STOCK COMPANY OF MOBILE COMMUNICATION OF IRAN HAMRAHE AVAL ) *Shahram Garmsiri Department of Commercial Management, Science

More information

ANALYSIS OF IMPACT OF CUSTOMER KNOWLEDGE MANAGEMENT ON CUSTOMER LOYALTY (CASE STUDY: TEHRAN PRIVATE BANKS)

ANALYSIS OF IMPACT OF CUSTOMER KNOWLEDGE MANAGEMENT ON CUSTOMER LOYALTY (CASE STUDY: TEHRAN PRIVATE BANKS) ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) ANALYSIS OF IMPACT OF CUSTOMER KNOWLEDGE MANAGEMENT ON CUSTOMER LOYALTY (CASE STUDY: TEHRAN PRIVATE BANKS) ALIREZA NODEHI a1 AND AFARIN AZAM b ab Master

More information

A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES

A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES A STUDY OF THE ROLE OF INFORMATION TECHNOLOGY FOR IMPROVEMENT, A TOOL FOR CUSTOMER RELATIONSHIP MANAGEMENT IN IRAN KHODROU AGENCIES Zahra Khoshiman and *Farshid Namamian Department of Business Management,

More information

Assessing CRM indicators effects on creating brand image at health care services

Assessing CRM indicators effects on creating brand image at health care services Available online at www.behaviorsciences.com Reef Resources Assessment and Management Technical Paper ISSN: 16077393 RRAMT 2013 Vol. 38(2), 2013, 5 Assessing CRM indicators effects on creating brand image

More information

www.engineerspress.com

www.engineerspress.com www.engineerspress.com Volume: 1 Issue: 6 Pages: 101-112 Analyzing the Effects of Electronic Human Resource Management on the Talent Management Strategies (Medical University of Isfahan as a Case Study)

More information

Analyzing the Influence of Internal Marketing on Employee Happiness Case study: Nilou Tile Company, Isfahan

Analyzing the Influence of Internal Marketing on Employee Happiness Case study: Nilou Tile Company, Isfahan Analyzing the Influence of Internal Marketing on Employee Happiness Case study: Nilou Tile Company, Isfahan Ali Nasr Isfahani Associate Professor, Department of Management, University of Isfahan Marzie

More information

The Study of Relationship between Customer Relationship Management, Patrons, and Profitability (A Case Study: all Municipals of Kurdistan State)

The Study of Relationship between Customer Relationship Management, Patrons, and Profitability (A Case Study: all Municipals of Kurdistan State) International Journal of Basic Sciences & Applied Research. Vol., 3 (SP), 316-320, 2014 Available online at http://www.isicenter.org ISSN 2147-3749 2014 The Study of Relationship between Customer Relationship

More information

Determinants of Customer Retention: Offering a Model to Banking Industry

Determinants of Customer Retention: Offering a Model to Banking Industry ORIGINAL ARTICLE Received 04 May. 2013 Accepted 30 Jul. 2013 2013, Scienceline Publication Journal of Applied Business and Finance Researches Volume 2, Issue 3: 76-81 (2013) Determinants of Customer Retention:

More information

IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN

IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN IMPACT OF EFFECTIVE ORGANIZATIONAL CHARACTERISTICS ON ADOPTION OF CUSTOMER RELATIONSHIP MANAGEMENT IN MELLI BANK BRANCHES IN KHUZESTAN PROVINCE-IRAN Mohammad Ali Enayati Shiraz 1, Elham Ramezani 2 1 Department

More information

Impact of Business Intelligence on Achievement of Competitive Advantage in Branches of Bank Melli Iran in Mazandaran Province

Impact of Business Intelligence on Achievement of Competitive Advantage in Branches of Bank Melli Iran in Mazandaran Province www.ijrls.pharmascope.org Impact of Business Intelligence on Achievement of Competitive Advantage in Branches of Bank Melli Iran in Mazandaran Province Naser Ali Yadolahzade Tabari 1*, Naghme Golbarar

More information

Keywords: Information Technology, Supply Chain Management, Performance Improvement, Competitive Situation, Turkish and Iran Air Airlines

Keywords: Information Technology, Supply Chain Management, Performance Improvement, Competitive Situation, Turkish and Iran Air Airlines THE STUDY OF EFFECT AND APPLICATION OF INFORMATION TECHNOLOGY IN SUPPLY CHAIN MANAGEMENT IN COMPETITIVE SITUATIONS (A CASE STUDY: COMPARING OF TURKISH AND IRAN AIR AIRLINES IN KERMANSHAH CITY IN 2013)

More information

Keywords: Brand, Brand Equity, Integrated Marketing Communications, Insurance Industry

Keywords: Brand, Brand Equity, Integrated Marketing Communications, Insurance Industry INTEGRATED MARKETING COMMUNICATION AND ITS IMPACT ON THE DEVELOPMENT OF CUSTOMER-BASED BRAND EQUITY IN THE INSURANCE INDUSTRY (CASE STUDY: PASARGAD INSURANCE) Maryam Besharati Fard and *Tayyebeh Farahani

More information

Relationship between aesthetic sport facilities and customer satisfaction mediated by the quality of service in Mazandaran province

Relationship between aesthetic sport facilities and customer satisfaction mediated by the quality of service in Mazandaran province International Journal of Sport Studies. Vol., 5 (7), 855-859, 2015 Available online at http: www.ijssjournal.com ISSN 2251-7502 2015; Science Research Relationship between aesthetic sport facilities and

More information

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan)

The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank in the city of Isfahan) ACADEMIE ROYALE DES SCIENCES D OUTRE-MER BULLETIN DES SEANCES Vol. 4 No. 2 May 2015 pp. 260-266 ISSN: 0001-4176 The effect of social value on the Bank customer loyalty (Case Study: branches of Mellat Bank

More information

Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking

Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking Effect of some important factors on management of customer relationship with an emphasis on comprehensive banking Department of management, Science and research branch, Islamic Azad University, Shahroud,

More information

Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company

Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company Review and Rating factors affecting the Deployment of (CRM) Customer Relationship Management at Nestle Company Rogaye Rezaeegiglo Department of Management, Bilesvar Branch, Islamic Azad University Ali

More information

The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks

The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks The Impact of Electronic Customer Relationship Management on Improving Marketing Performance of Private Banks Esmaeil Malek Akhlagh 1, Allahyar Daghbandan 2, Somayeh Yousefnejad 3* 1 Department of Business

More information

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company)

The impact of relationship marketing on customer loyalty enhancement (Case study: Kerman Iran insurance company) Marketing and Branding Research 3(2016) 41-49 MARKETING AND BRANDING RESEARCH WWW.AIMIJOURNAL.COM INDUSTRIAL MANAGEMENT INSTITUTE The impact of relationship marketing on customer loyalty enhancement (Case

More information

Farhad Gheisari 1, *, Taher Gheisari 2

Farhad Gheisari 1, *, Taher Gheisari 2 Journal of Scientific Research and Development 2 (5): 224-233, 2015 Available online at www.jsrad.org ISSN 1115-7569 2015 JSRAD Explain the relationship between customer orientations; knowledge management

More information

The Role of Management Control to Australian SME s Sales Effectiveness

The Role of Management Control to Australian SME s Sales Effectiveness Page 1 of 8 ANZMAC 2009 The Role of Management Control to Australian SME s Sales Effectiveness Ken Grant, Monash University, Ken.Grant@buseco.monash.edu.au Richard Laney, Monash University, Richard.Laney@lpa.com.au

More information

THE EFFECT OF USING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM ON CUSTOMER LOYALTY CASE STUDY: ANSAR BANK S BRANCHES IN EAST AZARBAIJAN

THE EFFECT OF USING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM ON CUSTOMER LOYALTY CASE STUDY: ANSAR BANK S BRANCHES IN EAST AZARBAIJAN ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE EFFECT OF USING CUSTOMER RELATIONSHIP MANAGEMENT SYSTEM ON CUSTOMER LOYALTY CASE STUDY: ANSAR BANK S BRANCHES IN EAST AZARBAIJAN MOHAMMADPOUR AMIR a1,

More information

Portable Privacy: Mobile Device Adoption

Portable Privacy: Mobile Device Adoption Portable Privacy: Mobile Device Adoption Joseph H. Schuessler Bahorat Ibragimova 8 th Annual Security Conference Las Vegas, Nevada April 15 th & 16 th 2009 Relying on the government to protect your privacy

More information

THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ

THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ THE ROLE OF KNOWLEDGE MANAGEMENT CUSTOMER- ORIENTED APPROACH ON ENHANCING SERVICE QUALITY; CASE STUDY: THREE LARGE PRIVATE HOSPITALS IN SHIRAZ *Seyedeh Elnaz Torbati, Iman Jokar and Elham Liravi Science

More information

Effect of Use of e-commerce in Company s Productivity (Small and Medium Enterprises in the Electronics Industry)

Effect of Use of e-commerce in Company s Productivity (Small and Medium Enterprises in the Electronics Industry) Effect of Use of e-commerce in Company s Productivity (Small and Medium Enterprises in the Electronics Industry) Rozita Saadatmand 1 *, Reza Safarinejad Fard 1, Dr.Abu Bakar Bin Abdual Hamid 1 1 University

More information

IMPACT OF CORE SELF EVALUATION (CSE) ON JOB SATISFACTION IN EDUCATION SECTOR OF PAKISTAN Yasir IQBAL University of the Punjab Pakistan

IMPACT OF CORE SELF EVALUATION (CSE) ON JOB SATISFACTION IN EDUCATION SECTOR OF PAKISTAN Yasir IQBAL University of the Punjab Pakistan IMPACT OF CORE SELF EVALUATION (CSE) ON JOB SATISFACTION IN EDUCATION SECTOR OF PAKISTAN Yasir IQBAL University of the Punjab Pakistan ABSTRACT The focus of this research is to determine the impact of

More information

Impact of Customer Relationship Management (CRM) on Marketing Performance: A Case Study in Mellat Bank of Mazandaran Province

Impact of Customer Relationship Management (CRM) on Marketing Performance: A Case Study in Mellat Bank of Mazandaran Province European Online Journal of Natural and Social Sciences 2013; www.european-science.com Vol.2, No.3 Special Issue on Accounting and Management. ISSN 1805-3602 Impact of Customer Relationship Management (CRM)

More information

International Journal of Advanced and Applied Sciences

International Journal of Advanced and Applied Sciences International Journal of Advanced and Applied Sciences, 2(2) 2015, Pages: 11-15 Contents lists available at Science-Gate International Journal of Advanced and Applied Sciences Journal homepage: http://www.science-gate.com/ijaas.html

More information

Mahsa Navidbakhsh Department of Business Management, Neyshabur Branch, Islamic Azad University, Neyshabur, Iran

Mahsa Navidbakhsh Department of Business Management, Neyshabur Branch, Islamic Azad University, Neyshabur, Iran Effect of Insurance Agents Entrepreneurial Characteristics on Development of Life Insurances: Case Study of Iran Insurance Company Agents in Khorasan Razavi Mahsa Navidbakhsh Department of Business Management,

More information

The effects of customer relationship management dimensions on organizational performance (Case study: shipping organization of Iran)

The effects of customer relationship management dimensions on organizational performance (Case study: shipping organization of Iran) WALIA journal 31(S4): 134-141, 2015 Available online at www.waliaj.com ISSN 1026-3861 2015 WALIA The effects of customer relationship management dimensions on al (Case study: shipping of Iran) Mohammad

More information

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330

Journal of Renewable Natural Resources Bhutan ISSN: 1608-4330 Journal of Renewable Natural Resources Bhutan ISSN: 16084330 Evaluation of Association between Customer Relationship Management and Efficient Relationship Marketing using the Balanced Scorecard (Case Study:

More information

The Performance of Customer Relationship Management System:

The Performance of Customer Relationship Management System: The Performance of Customer Relationship Management System: antecedents and consequences 1 Hyun Gi Hong, 2 Je Ran Chun 1, First Author Dept. Of Business Administration, Cheongju University, hghong@cju.ac.kr

More information

A Study of the Effects of Internal Marketing on Customer-oriented Social and Prosocial Behaviors (Case study: Hotels in Isfahan city)

A Study of the Effects of Internal Marketing on Customer-oriented Social and Prosocial Behaviors (Case study: Hotels in Isfahan city) November 213, Vol. 3, No. 11 ISSN: 2222-699 A Study of the Effects of Internal Marketing on Customer-oriented Social and Prosocial Behaviors (Case study: Hotels in fahan city) Ph.D. Mohammad Reza Dalvi

More information

Knowledge Management and Organizational Learning in Food Manufacturing Industry

Knowledge Management and Organizational Learning in Food Manufacturing Industry Proceedings Book of ICEFMO, 2013, Malaysia Handbook on the Economic, Finance and Management Outlooks ISBN: 978-969-9347-14-6 Knowledge Management and Organizational Learning in Food Manufacturing Industry

More information

Influence of Tactical Factors on ERP Projects Success

Influence of Tactical Factors on ERP Projects Success 2011 3rd International Conference on Advanced Management Science IPEDR vol.19 (2011) (2011) IACSIT Press, Singapore Influence of Tactical Factors on ERP Projects Success Shahin Dezdar + Institute for International

More information

SEYED MEHDI MOUSAVI DAVOUDI*; HAMED CHERATI**

SEYED MEHDI MOUSAVI DAVOUDI*; HAMED CHERATI** THE LINK BETWEEN INFORMATION TECHNOLOGY ALIGNMENT AND FIRMS FINANCIAL AND MARKETING PERFORMANCE: A QUESTIONNAIRE SURVEY IN IRAN S MANUFACTURING COMPANIES ABSTRACT SEYED MEHDI MOUSAVI DAVOUDI*; HAMED CHERATI**

More information

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company)

Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Investigation the Effect of Customer value on performance of Customer Relationship Management (Case Study: Parsian E-Commerce Company) Seyyed Mohammad Nopasand Asil 1, Mostafa Ebrahimpour 2, Zahra Saberdel

More information

Impact of Customer Relationship Management on Customer Retention in the Telecom Industry of Pakistan

Impact of Customer Relationship Management on Customer Retention in the Telecom Industry of Pakistan Page 23 Vol. 1 No. 3, 215 ISSN 2412-33X Impact of Customer Relationship Management on Customer Retention in the Telecom Industry of Pakistan Rabia Inam Khan Research Scholar, Department of Management Sciences,

More information

International Journal of Hospitality Management

International Journal of Hospitality Management International Journal of Hospitality Management 30 (2011) 262 271 Contents lists available at ScienceDirect International Journal of Hospitality Management journal homepage: www.elsevier.com/locate/ijhosman

More information

The Model of Ethical Culture and Capabilities Influencing reputation of Banks in Thailand

The Model of Ethical Culture and Capabilities Influencing reputation of Banks in Thailand Available online at www.globalilluminators.org GlobalIlluminators Full Paper Proceeding MTAR-2014, Vol. 1, 169-175 FULL PAPER PROCEEDING Multidisciplinary Studies ISBN: 978-969-9948-22-0 MTAR-14 The Model

More information

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan)

Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Impact of Customer Relationship Management of Hotel (A Case study Umaid Bhwan) Dr. Tauseef Ahmad Jai Narain Vays University Department of accounting Dr. Omar A.A. Jawabreh Department of Tourism and Hotels

More information

BUILDING CUSTOMER KNOWLEDGE BASE THROUGH KNOWLEDGE MANAGEMENT: A MISSIONARY AND VISIONARY PERSPECTIVE

BUILDING CUSTOMER KNOWLEDGE BASE THROUGH KNOWLEDGE MANAGEMENT: A MISSIONARY AND VISIONARY PERSPECTIVE BUILDING CUSTOMER KNOWLEDGE BASE THROUGH KNOWLEDGE MANAGEMENT: A MISSIONARY AND VISIONARY PERSPECTIVE Hwan-Yann Su 1* and Yichen Lin 2 1 Department of Asia-Pacific Industrial and Business Management National

More information

Management Science Letters

Management Science Letters Management Science Letters 4 (2014) 799 806 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Analyzing the effects of information technology on

More information

BUILDING CUSTOMER KNOWLEDGE BASE THROUGH KNOWLEDGE MANAGEMENT: A MISSIONARY AND VISIONARY PERSPECTIVE

BUILDING CUSTOMER KNOWLEDGE BASE THROUGH KNOWLEDGE MANAGEMENT: A MISSIONARY AND VISIONARY PERSPECTIVE 140 International Journal of Electronic Business Management, Vol. 3, No. 2, pp. 140-150 (2005) BUILDING CUSTOMER KNOWLEDGE BASE THROUGH KNOWLEDGE MANAGEMENT: A MISSIONARY AND VISIONARY PERSPECTIVE Hwan-Yann

More information

The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan

The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan The Effect of Internal Marketing on Employees' Customer Orientation in Social Security Organization of Gilan Dr. Shahram Gilaninia 1. Dr. Bijan Shafiei 2. Rashid Shadab 3 1. Department of Industrial Management,

More information

How Can E-Services Influence On Customers' Intentions toward Online Book Repurchasing (SEM Method and TPB Model)

How Can E-Services Influence On Customers' Intentions toward Online Book Repurchasing (SEM Method and TPB Model) How Can E-Services Influence On Customers' Intentions toward Online Book Repurchasing (SEM Method and TPB Model) Dr. Hossein Rezaei Dolatabadi Professor Assistance, Faculty of Administration and Economy,

More information

Management Science Letters

Management Science Letters Management Science Letters 4 (2014) 1685 1692 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl Workplace spirituality and organizational citizenship

More information

Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks

Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks Factors Determining Customer Relationship Management Practices: The Context of Jordanian Commercial Banks ABSTRACT Today s organizations claim to be customer-oriented organizations. Effective Customer

More information

THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ)

THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ) ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE IMPACT OF CORPORATE SOCIAL RESPONSIBILITY ON CONSUMER SATISFACTION (A CASE STUDY: CAR INDUSTRY IN SHIRAZ) IMAN AZIZI a1, FATEMEH SAAGHI b AND SALIMEH

More information

Advances in Environmental Biology

Advances in Environmental Biology AENSI Journals Advances in Environmental Biology ISSN-1995-0756 EISSN-1998-1066 Journal home page: http://www.aensiweb.com/aeb/ The Investigate effect of Customer Relationship Management on Customer Loyalty

More information

Studying the impact of human resources functions on organizational performance using structural equations method (case study: Iran Behnoush Company)

Studying the impact of human resources functions on organizational performance using structural equations method (case study: Iran Behnoush Company) Studying the impact of human resources functions on organizational performance using structural equations method (case study: Iran Behnoush Company) Mina Beig MSc of industrial management; Islamic Azad

More information

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 860-867

MAGNT Research Report (ISSN. 1444-8939) Vol.2 (Special Issue) PP: 860-867 The Relationship between Customer Relationship Management and Market Oriented Approach and Market Performance (Case Study: Internet companies in Tehran) Peyman Shiroui *1 and Hossein Boudaghi khajeh Noubar

More information

The Impact of Service Quality on Customer Loyalty: A Study of Bank Mali in Seakale City, Guilin, Iran

The Impact of Service Quality on Customer Loyalty: A Study of Bank Mali in Seakale City, Guilin, Iran International Research Journal of Applied and Basic Sciences 2012 Available online at www.irjabs.com ISSN 2251-838X / Vol, 3 (10): 2120-2126 Science Explorer Publications The Impact of Service Quality

More information

Customer Experience Management Influences Customer Loyalty: Case Study of Supercenters in Thailand

Customer Experience Management Influences Customer Loyalty: Case Study of Supercenters in Thailand DOI: 10.7763/IPEDR. 2012. V50. 11 Experience Management Influences Loyalty: Case Study of Supercenters in Thailand Songsak Wijaithammarit 1 and Teera Taechamaneestit 1 1 Faculty of Business Administration,

More information

ijcrb.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS JULY 2014 VOL 6, NO 3

ijcrb.com INTERDISCIPLINARY JOURNAL OF CONTEMPORARY RESEARCH IN BUSINESS JULY 2014 VOL 6, NO 3 The correlation between culture of consistency and customer relationship management (CRM) in Asia Insurance Company of Gilan province Dr. Toraj Mojibi (PHD) Department of Management, Firoozkooh Branch,

More information

The relations of organization structure and customer relationship management in Ansar Bank of Urmia

The relations of organization structure and customer relationship management in Ansar Bank of Urmia 2014 (2014) 1-10 Available online at www.ispacs.com/dea Volume: 2014, Year 2014 Article ID: dea-00038, 10 Pages doi:10.5899/2014/dea-00038 Research Article Data Envelopment Analysis and Decision Science

More information

The Effect of Brand Extension Strategies upon Competitive Advantage in Service Companies from Costumers point of View

The Effect of Brand Extension Strategies upon Competitive Advantage in Service Companies from Costumers point of View The Effect of Brand Extension Strategies upon Competitive Advantage in Service Companies from Costumers point of View Bahram Ranjbarian, PHD. Professor, University of Isfahan, Iran E-mail: Bahram1r@yahoo.com

More information

Complex modeling of factors influencing market success of new product and service developments

Complex modeling of factors influencing market success of new product and service developments Complex modeling of factors influencing market success of new product and service developments Author: LÁSZLÓ MOLNÁR - Email: marml@uni-miskolc.hu University: UNIVERSITY OF MISKOLC Track: Innovation and

More information

Study of the Extent of Readiness of the Iranian Public Organizations for Establishment of Management Succession Planning

Study of the Extent of Readiness of the Iranian Public Organizations for Establishment of Management Succession Planning Study of the Extent of Readiness of the Iranian Public Organizations for Establishment of Management Succession Planning Mohammad Zakeri 1, Abol Hassan Faqihi 2, Karamollah Danesh Fard 3 ABSTRACT Present

More information

Impact of Knowledge Management and Organizational Learning on Different Dimensions of Organizational Performance: A Case Study of Asian Food Industry

Impact of Knowledge Management and Organizational Learning on Different Dimensions of Organizational Performance: A Case Study of Asian Food Industry Impact of Knowledge Management and Organizational Learning on Different Dimensions of Organizational : A Case Study of Asian Food Industry Huang Hui 1, Che Wan Jasimahbt Wan Mohamed Radzi 1, HashemSalarzadeh

More information

The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship Management (CRM)

The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship Management (CRM) 2013, TextRoad Publication ISSN 2090-4304 Journal of Basic and Applied Scientific Research www.textroad.com The Relationship between Bureaucratic Leadership Style (Task-Oriented) and Customer Relationship

More information

In Search of CRM Success: A Resource-based perspective SME Service Companies in Spain and the UK.

In Search of CRM Success: A Resource-based perspective SME Service Companies in Spain and the UK. In Search of CRM Success: A Resource-based perspective SME Service Companies in Spain and the UK. Dr Aurora Garrido Moreno. Assistant Professor, University of Malaga, Spain Facultad de Estudios Sociales

More information

IMPACT OF SUPPLY CHAIN MANAGEMENT STRATEGIES ON COMPETITIVE ADVANTAGE IN MANUFACTURING COMPANIES OF KHUZESTAN PROVINCE

IMPACT OF SUPPLY CHAIN MANAGEMENT STRATEGIES ON COMPETITIVE ADVANTAGE IN MANUFACTURING COMPANIES OF KHUZESTAN PROVINCE IMPACT OF SUPPLY CHAIN MANAGEMENT STRATEGIES ON COMPETITIVE ADVANTAGE IN MANUFACTURING COMPANIES OF KHUZESTAN PROVINCE Mohammad Ali Enayati Shiraz, Elham Ramezani 2 Department of Industrial Management,

More information

The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender

The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender , pp.40-44 http://dx.doi.org/10.14257/astl.2015.114.08 The Effect of Perceived Value on Customer Loyalty in a Low-Priced Cosmetic Brand of South Korea: The Moderating Effect of Gender Ki-Han Chung 1, Ji-Eun

More information

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran).

Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Effects of Relationship Marketing (RM) on Customer Loyalty (Case Study: Mehr Bank, Kermanshah Province, Iran). Peyman Jesri MA in MBA in Islamic Azad University, Sanandaj, Iran Freyedon Ahmadi Departement

More information

DAVOOD MEHRJOO a1 AND MANSOOR MIRMOOSAVI b

DAVOOD MEHRJOO a1 AND MANSOOR MIRMOOSAVI b Indian J.Sci.Res. 7 (1): 687-691, 014 ISSN: 0976-876 (Print) ISSN: 50-0138(Online) ELECTRONIC SYSTEM OF HUMAN RESOURCE MANAGEMENT AND EXERCISE OF LEADERSHIP IN HUMAN RESOURCES: A CASE STUDY OF AMIRALMOMENIN

More information

STUDY OF RELATIONSHIP BETWEEN SUPPLY CHAIN MANAGEMENT STRATEGY WITH LOGISTICS PERFORMANCE AND ORGANIZATIONAL PERFORMANCE

STUDY OF RELATIONSHIP BETWEEN SUPPLY CHAIN MANAGEMENT STRATEGY WITH LOGISTICS PERFORMANCE AND ORGANIZATIONAL PERFORMANCE STUDY OF RELATIONSHIP BETWEEN SUPPLY CHAIN MANAGEMENT STRATEGY WITH LOGISTICS PERFORMANCE AND ORGANIZATIONAL PERFORMANCE Dr. BelghisBavarsad Assistant professor of Management, ShahidChamran University

More information

Management Science Letters

Management Science Letters }} Management Science Letters 3 (2013) 1955-1960 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on measuring the quality of university

More information

An Investigation into Preparatory Strategic Factors on Talent Management (A Case Study of the Maritime Organization of Guilan Province)

An Investigation into Preparatory Strategic Factors on Talent Management (A Case Study of the Maritime Organization of Guilan Province) International Research Journal of Applied and Basic Sciences 2013 Available online at www.irjabs.com ISSN 2251-838X / Vol, 4 (12): 3737-3744 Science Explorer Publications An Investigation into Preparatory

More information

Corresponding Author email: raz.nas1366@gmail.com

Corresponding Author email: raz.nas1366@gmail.com International Research Journal of Applied and Basic Sciences 2013 Available online at www.irjabs.com ISSN 2251-838X / Vol, 7 (6): 355-361 Science Explorer Publications Effects of organizational culture,

More information

THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL

THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL THE ROLE OF QUALITY INSURANCE SERVICES ON AMOUNT OF INSURED WILLINGNESS BASED ON THE SERVQUAL MODEL Marhamat Hemmat Poor Department of Edecation Management, Islamic Azad University,Rasht Branch, Rasht,

More information

Analysis of the structural model behavior of financial investors in capital markets using structural equation modeling (SEM)

Analysis of the structural model behavior of financial investors in capital markets using structural equation modeling (SEM) Journal of Scientific Research and Development 2 (4): 233-240, 2015 Available online at www.jsrad.org ISSN 1115-7569 2015 JSRAD Analysis of the structural model behavior of financial investors in capital

More information

J. Appl. Environ. Biol. Sci., 5(5)220-226, 2015 2015, TextRoad Publication

J. Appl. Environ. Biol. Sci., 5(5)220-226, 2015 2015, TextRoad Publication 2015, TextRoad Publication ISSN: 2090-4274 Journal of Applied Environmental and Biological Sciences www.textroad.com Evaluation of the Impact of Change Management Dimensions on Increasing Organizational

More information

Kuwait Chapter of Arabian Journal of Business and Management Review Vol. 1, No.5; January 2012

Kuwait Chapter of Arabian Journal of Business and Management Review Vol. 1, No.5; January 2012 INVESTIGATE THE RELATIONSHIP BETWEEN READINESS LEVEL MANAGERS TO IMPLEMENT TOTAL QUALITY MANAGEMENT WITH ORGANIZATIONAL CULTURE AND EFFECTIVENESS OF MANAGERS (Case study: managers of Islamic Azad University

More information

The Technology Acceptance Model with Online Learning for the Principals in Elementary Schools and Junior High Schools

The Technology Acceptance Model with Online Learning for the Principals in Elementary Schools and Junior High Schools The Technology Acceptance Model with Online Learning for the Principals in Elementary Schools and Junior High Schools RONG-JYUE FANG 1, HUA- LIN TSAI 2, CHI -JEN LEE 3, CHUN-WEI LU 4 1,2 Department of

More information

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores

Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Investigating the effective factors on Customer Relationship Management capability in central department of Refah Chain Stores Salar Fathi, M.A. Student, Department of Management, Business Branch, Islamic

More information

Customer Orientation and Organizational Performance: Mediating Role of CRM

Customer Orientation and Organizational Performance: Mediating Role of CRM , pp.35-39 http://dx.doi.org/10.14257/astl.2014.57.09 Customer Orientation and Organizational Performance: Mediating Role of CRM Dae-Yul Jeong 1, Sung-Min Kim 2, Dong-Ju Yoon 3 1 Professor, Dept. of MIS,

More information

ISSN: 2250-0138(Online)

ISSN: 2250-0138(Online) ISSN: 0976-2876 (Print) ISSN: 2250-0138(Online) THE RELATIONSHIP BETWEEN LEADERSHIP AND ORGANIZATIONAL CITIZENSHIP BEHAVIOR, EMPHASIZING THE MEDIATING ROLE OF TRANSCENDENT SPIRITUALITY IN THE WORKPLACE

More information

Kittipat Laisasikorn Thammasat Business School. Nopadol Rompho Thammasat Business School

Kittipat Laisasikorn Thammasat Business School. Nopadol Rompho Thammasat Business School A Study of the Relationship Between a Successful Enterprise Risk Management System, a Performance Measurement System and the Financial Performance of Thai Listed Companies Kittipat Laisasikorn Thammasat

More information

Management Science Letters

Management Science Letters Management Science Letters 2 (2012) 1901 1906 Contents lists available at GrowingScience Management Science Letters homepage: www.growingscience.com/msl A study on the effect of knowledge on customer orientation

More information