Sajjad Shokohyar; Ruhollah Tavallaee; Khadijeh Keramatnia
Volume 4, Issue 7 , July 2017, , Pages 720-744
Abstract
For today's organizations, customers have become important resources and communications with them have been considered as valuable assets and investments. Therefore, the effective management of customer relationship has become a preferred task and an approach for managing in many organizations. The dilemma, ...
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For today's organizations, customers have become important resources and communications with them have been considered as valuable assets and investments. Therefore, the effective management of customer relationship has become a preferred task and an approach for managing in many organizations. The dilemma, the organizations are faced with is that they go ahead directly toward the preparation and implementation of new technologies, especially the technology without determining their level of readiness and this causes that they fail at the implementation stage or they do not benefit from the investment and spending they have done. This study wants to investigate the indicators involved in successful acceptance of this product and the degree of importance of these indicators compared to other indicators. After identifying these indicators, according to the research background and internal experts' opinion, the status of these indicators has been assessed and they were ranked using multi-criteria decision-making model known as fuzzy analytic network process in Iran's Mellat Bank. Finally, by examining the fuzzy average of the studied organization data, a general consensus has been achieved about the importance of each indicator as well as their ranking based on the weight of each indicator compared to other indicators in assessing Iranian organization readiness to accept social customer relationship management. It is worth mentioning that this research paid more attention to negotiations and meetings with chief technology officers, customer relationship experts, strategic managers, project managers and human resource managers.
Sajjad Shokohyar; Ruhollah Tavallaee; Khadijeh Keramatnia
Volume 3, Issue 2 , February 2016, , Pages 85-104
Abstract
The main objective of this study is to provide a model for assessing organizational readiness for accepting social customer relationship management (SCRM). The dilemma, the organizations are faced with is that they go ahead directly toward the preparation and implementation of new technologies, especially ...
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The main objective of this study is to provide a model for assessing organizational readiness for accepting social customer relationship management (SCRM). The dilemma, the organizations are faced with is that they go ahead directly toward the preparation and implementation of new technologies, especially the technology without determining their level of readiness and this causes that they fail at the implementation stage or they do not benefit from the investment and spending they have done. In this research, after studying various resources, in particular, resources related to the assessment of organizational readiness in accepting information systems and social networks-based systems for using in organizations businesses and the proposed models by the mentioned resources, components and sub-components affecting the organization's readiness in accepting SCRM have been identified and extracted. We categorized them in four main categories and dimensions, naming organizational, technological, human and environmental factors. Each of these main components includes sub-components that are mentioned in this research.
Fariba Lotfizadeh; Fereshteh Lotfizadeh
Volume 2, Issue 5 , May 2015, , Pages 404-413
Abstract
Today, with fierce competition in attracting new customers, maintaining existing ones and gaining a greater market share, organizations across the world are obliged to develop new products and create distinctive features in them. With regard to the results, the levels of perceived quality, value and ...
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Today, with fierce competition in attracting new customers, maintaining existing ones and gaining a greater market share, organizations across the world are obliged to develop new products and create distinctive features in them. With regard to the results, the levels of perceived quality, value and risk as well as the relative price and purchase intentions among the students (participants) are appropriate. This paper discuss knowledge of brand awareness and its crucial role which should be well known to marketing manager for the design of an organization`s marketing strategies. The purpose of this paper is to determine the brand awareness of high- and low-involvement products among students enrolled at Tehran University. A self-administered survey was completed by a convenience sample of 60 students of the Tehran University in Iran. The focal high-involvement product was laptop and the low-involvement product, shampoo. The results indicated similar awareness of high-involvement product brands and low-involvement product brands. Advertising played an equal role in the awareness of Laptop brands and Shampoo brands. The brand names which are easy to pronounce was far important for both Shampoo and Laptop brands. The item of best-selling brands had the most roles and the item of high quality had the least effect on consumer decision making. In addition, the results showed that the higher price brands are more important than well-known ones.