Management
Mohammed. Hadi Radhi Al-Maryani; Morteza Movaghar; Bahareh Abedin; Mohsen Alizadeh Sani
Abstract
In the intricate and dynamic landscape of the Crude Oil Products Industry, it is imperative for companies to comprehend customer needs and desires thoroughly. This understanding enables proactive responses to customer needs, fostering enduring, mutually beneficial business relationships, and leveraging ...
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In the intricate and dynamic landscape of the Crude Oil Products Industry, it is imperative for companies to comprehend customer needs and desires thoroughly. This understanding enables proactive responses to customer needs, fostering enduring, mutually beneficial business relationships, and leveraging customer dissatisfaction as opportunities for service recovery and retention. This study aimed to develop a B2B customer complaint management model for Iraq’s crude oil products industry, employing a mixed-exploratory research method. The qualitative phase encompassed documentary analysis and theme analysis, revealing several critical components as influential factors in the customer complaint management model through literature review and in-depth interviews. The quantitative phase utilized Interpretive Structural Modeling (ISM) to identify and evaluate these key components. The ISM analysis provided valuable insights into the hierarchical relationships and influences of these factors, identifying timely product delivery and effective customer interaction as the most influential factors at the highest level.
Management
Zohreh Amooei; Morteza Movaghar; Bahareh Abedin
Abstract
Generally, the purpose of this study is to extract leadership indicators at the time of crisis and specifically, to identify the most effective indicators during the corona crisis. In the present study, a mixed-methods approach (qualitative and quantitative) has been used. In the qualitative part, the ...
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Generally, the purpose of this study is to extract leadership indicators at the time of crisis and specifically, to identify the most effective indicators during the corona crisis. In the present study, a mixed-methods approach (qualitative and quantitative) has been used. In the qualitative part, the research approach is exploratory, and in the quantitative part, it is descriptive-survey. In the qualitative phase, initial data was obtained from reviewing the literature and coding of previous researches and data analysis was performed using a theme analysis method in Maxqda 2018 Software. In the quantitative phase, to prioritize the themes obtained from the literature review, they were given to 10 leaders of active international corporations in the form of AHP questionnaire. Finally, using Expert Choice Software, the weights of the data were calculated and they were all prioritized. Our investigations have shown that the indicators of crisis leadership can be prioritized as strategic awareness, empathetic communication, analytical thinking, facilitation skills and flexible guidance. The current research is the first one conducted with this approach, especially in Iran, and its results can also be considered by managers in other organizations as well.