Fatemeh Abdavi; Hasan Fateh; Sajjad Pashaie
Volume 5, Issue 6 , June 2018, , Pages 461-472
Abstract
The term "Customer Relationship Management" occupied a major place in recent studies in the field of sport because of the important role it appears to play in business competitions. The purpose of this study was to analyze the effects of Denison's model of organizational culture on customer relationship ...
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The term "Customer Relationship Management" occupied a major place in recent studies in the field of sport because of the important role it appears to play in business competitions. The purpose of this study was to analyze the effects of Denison's model of organizational culture on customer relationship management in ministryof sports and youth in Iran. Data on organizational culture, dimensions of organizational culture (involvement, consistency, adaptability, and mission) and customer relationship management were gathered through two questionnaires that have been distributed among the employees of the department. Data analysis was performed using SPSS and Amos software. The analysis of the findings revealed that involvement (β=0.54) and consistency (β=0.22) had the highest and the least impact on organizational culture, respectively. On the other hand, the positive and significant effect of moderating role of organizational culture on customer relationship management was 99%. Therefore, it was concluded that organizational culture improves the overall performance of an organization and customer relationship management can be helpful to organize the existing customers based on their priority to the organization. Based on the findings, it is suggested that officials and administrators of the sports and youth departments should give their employees freedom to accept and perform their responsibilities. They are also supposed to set up standards of desirable performance in the organization, pay attention to the coordination of activities, and accept mistakes and consider them as opportunities for learning and acquiring skills.
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.
Dariush Farid; Hojjatollah Sadeghi; Elahe Hajigol; Nadiya Zarmehr Parirooy
Volume 3, Issue 8 , August 2016, , Pages 534-543
Abstract
This research predicts through studying significant factors in customer relationship management and applying data mining in bank. Financial institutions and other firms in competitive market need to follow proper understanding of customer behavior. Customers’ data are analyzed to identify specific ...
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This research predicts through studying significant factors in customer relationship management and applying data mining in bank. Financial institutions and other firms in competitive market need to follow proper understanding of customer behavior. Customers’ data are analyzed to identify specific opportunities and investment, to classify and predict the behaviors; further, data are eventually used for decision-making. Therefore, data mining as knowledge exploring (discovery) approach plays a significant role through a variety of algorithms. This study classifies bank customers by using decision tree algorithm. Three decision tree models including ID3, C4.5, and CART were applied for classifying and finally for prediction. Results of simple sampling method and k-fold cross validation show that forecast accuracy of C4.5 decision tree using simple sampling was higher than other models. Thus, predicting customers’ behavior through C4.5 decision tree was considered the ideal prediction for bank.
Majid Feyz Arefi; Gholamreza Tavakoli; Omid Heidari; Masoumeh Mirjafari Lashkajani
Volume 3, Issue 7 , July 2016, , Pages 411-443
Abstract
The purpose of this research is to deepening the conventional superficial view to the customer satisfaction, providing three-phase approach to measure customer satisfaction within the process of customer satisfaction management, and then designing a conceptual model for the manufacturing organizations. ...
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The purpose of this research is to deepening the conventional superficial view to the customer satisfaction, providing three-phase approach to measure customer satisfaction within the process of customer satisfaction management, and then designing a conceptual model for the manufacturing organizations. The study is of kind of mixed method research. The proposed model in this study is designed after reviewing the literature and analysis of more than 35 models and frameworks and interviews with experts and professors; then to validate and modify the model, the two-round Delphi technique and quantitative methods including scrolling is utilized. The results of this research include developing a conceptual model with 5 dimensions and 25 components for assessing customer satisfaction in manufacturing organizations. Also, the study showed that the current practices of survey (questionnaire) do not have enough efficiency to measure customer satisfaction. The proposed three-phase approach of the present research is consisted of three phase: the initial phase (questionnaire), the middle phase (expert panels), and the final phase (field visits) which complement each other and they are provided within the customer satisfaction management process. The main pillars of customer satisfaction in the final model developed in this study are consisted of 5 dimensions of quality and innovation, service and support, cost and utility, customer loyalty and corporate image. This model is applicable for manufacturing organizations (product-oriented), which are mainly placed in the group of large organizations. The research new approach towards measuring and managing customer satisfaction leads to the idea of recreating the intellectual system and the dominant notion in the field of customer satisfaction in manufacturing organizations. The proposed approach can improve the assessing style and method of customer satisfaction management from traditional paradigm of reactive and unilateral relationship (passive single-way) to the richer paradigm of bilateral and active relationship (proactive two-ways). In fact, this study is conducted to shift and change the focus from the customer satisfaction numeric index to the customer active participation in improving the quality of products.
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.
