List of Articles مشتری

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  1 - Decreasing of gap between service quality in direction of increasing of customers, stabilized value with assistance of SERVQUAL model
  مصطفی کاظمی سعیده  فنودی
  Competitive benefit for every service organization in current economic world is cognition of customers, needs and demands and their changes. With good recognition and knowledge of what customers want , organization can meet their expectations and demands and create gre More

  Competitive benefit for every service organization in current economic world is cognition of customers, needs and demands and their changes. With good recognition and knowledge of what customers want , organization can meet their expectations and demands and create greater value . this effort increases perceived value behalf of customers and will has positive effect on success organization. Manuscript profile
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  2 - The relation between organizational learning culture and customer satisfaction: The mediating role of job satisfaction
  مهدی  حقیقی کفاش زهره  دهدشتی شاهرخ حسن  غریبی
  The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2 More

  The purpose of this research is an experimental study in servicing sector (Parsian bank) for investigating the relation between organizational learning culture and job satisfaction and their relation with customer satisfaction which is used from Pantuakiz and Borenta (2013) model. In this model the relation between organizational learning culture and customer satisfaction with considering job satisfaction mediating role is investigated. For research investigation a sample size containing 234 people, working in Parsian bank branches in Tehran is taken in cluster random of sampling type. Collecting data of standard questionnaire with 21 questions which its validity and reliability is confirmed is done by distributing it among statistical population. Analyzing of data is done by descriptive statistics and statistical inference. In descriptive statistics section indexes including frequency index and percentage of frequency index and in statistical inference section, indexes including correlation methods and structural equation model are used respectively for path analysis. In this regard SPSS and LISREL software are used. The results of analysis shows the relation among organizational learning culture and customer satisfaction and job satisfaction. Generally, Parsian bank ability directly or indirectly to satisfy its customers is linked through its employees' effective and continuous effort and their job satisfaction. (p<0.05) Manuscript profile
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  3 - Identify factors affecting Internet Banking Service Quality Case Study: Mellat Bank customers
  maryam akhavan مجید باقری
  Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of More

  Today, service quality, sustainable competitive advantage for the bank to bring it helps to create value and customer satisfaction. Therefore, improving the quality of customer service is vital for them. This study examined the factors affecting customers' perception of Internet banking through careful investigation of the main studies as well as different models provided for quality assessment of electronic services. Based on the findings, an optimal model for the quality assessment of Internet banking services provided by Mellat Bank was designed. The statistical population included customers of the Internet banking services provided by Mellat Bank in Isfahan. Data collection was done using a questionnaire whose validity was confirmed according to experts' opinions and the reliability of the test was assessed using Cronbach's alpha for the initial sample and for the main test performed on all subjects in the statistical population, showing a high reliability. The second-order factor analysis was used to test the research hypotheses and prioritize the factors affecting the quality of electronic banking services. The findings showed that website design, responsiveness, empathy, guarantee, efficiency, security/trust, and compensation for damage were the most effective factors (in the order of significance) in the quality of Mellat Bank on-line Internet banking services. Manuscript profile
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  4 - The Impact of Customer’s Emotion upon Product Features with Kansei Engineering Approach
  gholamreza hashemzade khorasegani Mohammad Reza Bahrami
  Abstract Despite the intense competitions to increase the quality, live up to the expectations of the customers, and decrease the costs, nowadays manufacturers need to design and make products in which customer’s real emotions and feelings should be taken into account. More

  Abstract Despite the intense competitions to increase the quality, live up to the expectations of the customers, and decrease the costs, nowadays manufacturers need to design and make products in which customer’s real emotions and feelings should be taken into account. Paying due attention to customer’s feelings about the product, Kansei engineering is one of the most appropriate methods to improve the quality of product and customer’s satisfaction. In addition to introducing Kansei engineering and its relevant techniques, this paper was aimed at translating feelings and emotional impacts on the design parameters. Reviewing the literature through interviewing Merident Toothpaste customers, 83 Kansei words representing customer’s feelings about the product were identified. After screening, 23 words influencing customer’s feelings were divided into three parts including natural features, apparel ones, and controllable factors in order to obtain more rational coefficients of importance in ANP method. Using ANP and DIMATEL methods, then the Kansei words were graded by the experts of organization; consequently, natural features were considered more important. Employing ANP method in the next step, Merident Toothpaste was compared with the similar products manufactured by 3 main competitors to investigate the advantages and disadvantages with respect to the opinions of customers. Eventually, the final weight and importance of criteria were determined. Manuscript profile
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  5 - Modeling of the Factors affecting customer loyalty on internet brand using Fuzzy DEMATEL technique Mobin Net company
  شادی پارسایی منش Ali Bonyadi Naeini
  Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importan More

  Regard to the wide growth of world wide web and their settlement in Figurative space and web meaning (web 2.0) and the development of internet job and business the Electronic Commerce has made a new way for job and business and the Internet Commerce has special importance because of having high competition in this age. The Internet has caused many changes in companies and costumers' behavior for buying. On the other hand, the brand is also important for companies. For this reason, it is important to study and create an online brand. In this thesis using an evaluation method to find out Factors affecting customer loyalty on internet brand by DEMATEL technique in Mobin Net company for modeling internet brand. In this study, we use DEMATEL technique for evaluating Factors affecting customer loyalty, regard to the wide growth of world wide web this method propones a new vision to increase internet brand loyalty. In this study, two series of questionnaires were distributed, and after identifying the primary factors, matrix questionnaires were designed, and sent those for 14 loyal expert Individuals who familiar with the marketing and branding in this company. In this thesis, after identifying and evaluation of the primary factors, the most effective factors on Internet brand loyalty are including trust, satisfaction, brand credibility, Brand evaluation, Brand Personality, customer care, responsiveness, brand loyalty ,that they have the most strong relationship with loyalty, finally we modeling of the factors affecting customer loyalty on internet brand Manuscript profile
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  6 - Assessing the impact of organizational change tend to increase customer satisfaction with regard to relationship marketing
    zahra ameri
  According to the important of the customer and customer satisfaction in successfully of organizations, and also the role of marketing methods in increasing the customer satisfaction, this study aims to evaluate the effect of tendency to organizational change on customer More

  According to the important of the customer and customer satisfaction in successfully of organizations, and also the role of marketing methods in increasing the customer satisfaction, this study aims to evaluate the effect of tendency to organizational change on customer satisfaction. In this evaluation the effect of relationship marketing is considered as a mediator variable. This study is a practical search in terms of aim and is a descriptive survey in terms of method. The research scope contains the banking services and data is gathering by questionnaires of acceptance the organization changes, relationship marketing, and customer satisfaction through the interviewer by the Melli Bank experts of Iran. The validity and stability of the questionnaires are evaluated by content validity and Cronbach’s alpha index respectively. The amount of three questionnaires have obtained 0/887, 0/898, and 0/833. In this study the relation between variables and their affects are determined via regression test and structural equations. The result show that the tendency to organizational change is effective on relationship marketing and customer satisfaction, and also the relationship marketing is effective on customer satisfaction. Manuscript profile
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  7 - شناسایی و اولویت بندی شاخص های موثر بر رضایت مشتریان(CSI) به عنوان پیشنیاز مدیریت ارتباط با مشتری (CRM) در بانک ملت
  freshte amin
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  8 - طراحي مدل سیستم خدمات انعطاف پذیر FSS در نظام بانکی
  freshte amin
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  9 - Providing a New Method for Customer Satisfaction Data Analysis (Case Study: Automotive Industry: Logan Car)
  mahnaz ebrahimi sadr abadi ali mohammad kimiagari seyed mahdi seyed esfahani
  This research aims to provide a hybrid model based on econometrics and clustering to analyze customer satisfaction data. The statistical population of the research,Logan car owners and a sample of 177 customers from Pars Khodro agencies. The researcher, along with ISQI' More

  This research aims to provide a hybrid model based on econometrics and clustering to analyze customer satisfaction data. The statistical population of the research,Logan car owners and a sample of 177 customers from Pars Khodro agencies. The researcher, along with ISQI's research team, identified the current needs of customers of all vehicles from post-sales services and by designing a customer satisfaction questionnaire, the effect of each variable on the overall satisfaction of customers according to the high-income group, middle income and low income is measured. Factors affecting overall customer satisfaction based on all income groups include six variables: Provision of parts on time; Description presented when vehicle clearance; Ease of access to dealers; periodic service quality; Quality of repairs; Cost of payment and in the high-income group, three variables are described: Cost of payment; Record mentioned Items by the receptionist at the time of admission; Description presented when vehicle clearance and In the middle income group, four variables are described: Provision of parts on time; Quality of repairs; Description presented when vehicle clearance; Cost of payment and and in the low-income group, it includes four variables: Description presented when vehicle clearance; Provision of parts on time; Quality of repairs; Ease of access to dealers. To run this research of software EViews and Spss is used. Manuscript profile
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  10 - Proposing a model for evaluating the Customer Satisfaction Index (CSI) in the field of Information Technology (case study: The ICT guild organization companies in Tehran)
  Milad Kolagar Daroonkola  
  Nowadays, the manufacturing and service organizations are considering customer satisfaction as an important criteria for evaluating the quality of their work. The importance of customers and their satisfaction is going to be the main purpose of organizations. The aim of More

  Nowadays, the manufacturing and service organizations are considering customer satisfaction as an important criteria for evaluating the quality of their work. The importance of customers and their satisfaction is going to be the main purpose of organizations. The aim of this study is to propose a model for evaluating the customer satisfaction index (CSI) in the field of information technology (IT), which after reviewing the literature and identifying the main variables of, the factors which have the most important role in the field of evaluating customer satisfaction index were introduced by the analyzes done with Smart PLS 2 and SPSS softwares. According to the results of this study, the significance of all the paths and hypotheses were accepted and the most important of all is the significance of service support in relation to the variables of the American Customer Satisfaction Index (ACSI) which was accepted with a high path coefficient and correlation. This means that service support has a high importance in developing customer and client satisfaction in this field Manuscript profile
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  11 - The Effect Of Customer Knowledge Management Performance With Moderating Role Of Innovation Capability In Insurance Industry : A Case Study On Alborz Insurance Company
  nasrin talaeefard Farhad Sanjarifard nader salehi
  Abstract The general objective of this research is to identify the effects of customer knowledge flows on the performance and dimensions of innovation in organizations and to illustrate some of the important benefits of knowledge flows of customers in organizations. Wh More

  Abstract The general objective of this research is to identify the effects of customer knowledge flows on the performance and dimensions of innovation in organizations and to illustrate some of the important benefits of knowledge flows of customers in organizations. Which benefits from the interaction between the external and internal environment and brings unique privileges to the organization. This research is descriptive-correlational. In this research, after identifying the factors and dimensions and indicators of variables, a researcher-made questionnaire was designed based on the Likert spectrum and distributed among 200 managers of the Alborz Insurance Company. Then performance measures and customer knowledge management, business innovation and business were categorized using structural equation analysis. Finally, the research model was evaluated using PLS software. The results of the research showed that customer knowledge management has an impact on business performance with mediating the ability to innovate in the insurance industry. Manuscript profile
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  12 - بررسی رابطه بین تصویر سازمانی و رضایت مشتریان درسازمان تأمین اجتماعی استان گلستان
    taraneh enayati kiomars niazazari
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  13 - Using Meta-Synthesis Method to Proposing a Comprehensive Model of Effective Factors in Persuasive Advertising
  sahar mashhadi Tahmours  Hasangholi Pouryasouri Soheila Bourghani Farahani abdolhossein karam pour
  Persuasive advertising is one of the effective ways of advertising, especially in the competitive business environment. Persuasive advertising is a technique that attracts customers by building trust and incentive to buy a product. Considering the necessity of attractin More

  Persuasive advertising is one of the effective ways of advertising, especially in the competitive business environment. Persuasive advertising is a technique that attracts customers by building trust and incentive to buy a product. Considering the necessity of attracting and increasing demand from the customer in the competitive business environment, it is necessary to identify the factors affecting convincing advertising. For this purpose, in this research, we try to define the phenomenon by explaining the dimensions and components of each dimension of effective factors on persuasive ads. In this research, using the meta-synthesis approach, we have analyzed the results and findings of previous researchers. By doing this, the factors influencing persuasive advertising in the business world were classified in six dimensions, twenty below. Finally, based on the abundance of number of codes related to the following dimensions, the conceptual framework of the research was presented. Manuscript profile
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  14 - Provide a Model for Customer Advocacy (Detergents Customers in Tehran
  mirza hasan hosseini Mohammad MahmoodiMeymand علی اکبر  جوکار Farzane sadat hosseiny
  Because social media is becoming more and more interactive, consumers can also affect other consumers more than past and make them aware of their views and experiences. By influencing this broad spectrum, customers can stop, control, and manage marketing efforts; this m More

  Because social media is becoming more and more interactive, consumers can also affect other consumers more than past and make them aware of their views and experiences. By influencing this broad spectrum, customers can stop, control, and manage marketing efforts; this means that customers are getting power on the market. One of a variety of powerful customers that can help the organization and support the organization without any expectations is customer advocacy. The goal of this research is to study the antecedents of customer advocacy. A descriptive survey design was used in this research. Based on its goal this research was an applied one. The target population of this research was the customers of detergents product in Tehran. To collect data 336 questionnaires were distributed among customers by using simple random sampling method. For data analysis and testing research hypotheses, structural equation modeling (SEM) method was applied by using LISREL software. The results revealed that both Customer assessment and self-motivators dimentions and their factors have a strong positive effect on Customer Advocacy Manuscript profile
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  15 - Explaining a model for sacrifice based on customer experience in the hotel industry (four and five stars in Shiraz)
  jahanbakhsh rahimi baghmalek seyed abolghasem mira Mohammad Haghighi
  The purpose of this study was to explain the loyalty model based on customer experience in the tourism industry, especially in the hotel industry, in order to conceptualize loyalty, to examine how the factors of the loyalty model based on customer experience on each oth More

  The purpose of this study was to explain the loyalty model based on customer experience in the tourism industry, especially in the hotel industry, in order to conceptualize loyalty, to examine how the factors of the loyalty model based on customer experience on each other and practical solutions to improve the customer loyalty process in the service sector Especially hospitality. In this research, using the exploratory hybrid design, the concept of loyalty of conceptualization and in the form of a model, the process is explained and extracted. In the first research, the foundation data strategy was used in the form of open, axial and selective coding in the first stage of the design of the model.For this purpose, raw data of deep interviews was gathered with 25 managers, experienced clients and university professors..The results of this research phase, the explanation of 21 categories in 8 categories, describe the quality of hotel staff, the quality of the environment and physical space of the hotel, the quality of hotel service functions, empirical marketing, internal marketing, relationship marketing, customer development, customer empowerment , Tourism industry capabilities, customer perceptions and expectations of the services and provider, multiple value creation for customers, customer reset, customer support from the hotel brand, profit making, improved communication capabilities with customers, increased forecasting power in Future, upgrading service quality, reducing competitors' threats, improving brand credibility, improving quality of service Life, economic and social capital that model paradigm is presented. Manuscript profile
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  16 - Factors Affecting Customer Participation in the New Product Development Process: Case study of food industry of Mazandaran province
  khorshid forughinia ali akbar Jowkar Mohammad Mahmoudi Maymand mirza hassan hosseini
  Constant changes in the business environment compel companies to think about new product development. In order to meet customer needs, active engagement with the customer and, more specifically, customer involvement in the process of developing new product is essential. More

  Constant changes in the business environment compel companies to think about new product development. In order to meet customer needs, active engagement with the customer and, more specifically, customer involvement in the process of developing new product is essential. The purpose of the present research is to identify the effective factors on customer involvement in the process of new product development in the food industry of Mazandaran province. Six effective variables include organizational strategy, new product features, external environment, organizational features, customer attributes, and relationships. The purpose of this research, in the form of applied research and in terms of the implementation of research, is descriptive-causal research. The statistical population of the research is the managers of different parts of the food industry of Mazandaran province, including production, product, marketing, brand, and other parts of the organization. The data gathering tool was a researcher-made questionnaire. In this research, structural equation modeling (SEM) has been used to analyze data and examine the hypothesis. The results showed that the organizational strategy variables, organizational characteristics, customer characteristics and relational factors have a positive and significant effect on customer involvement in the process of new product development. While the two variables of product and environment characteristics have no significant effect on customer involvement. Therefore, according to the results, food industry companies should pay particular attention to strengthening these factors in order to attract more customers to develop new products. Manuscript profile
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  17 - Math Modeling Customer Satisfaction with Dynamic Planning Approach (Case Study: Saipa Automobile Companies, Iran Khodro and Pars Khodro(
  kamran jalilian kameleh nasiri
  Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is fo More

  Companies must be able to preserve their customers and change them to the faithful ones. The automotive industry is one of the leading industries in the field of customer satisfaction. In this paper, based on a hierarchical analysis approach, customer satisfaction is formulated based on indicators after sale services, sale process, initial quality study, initial quality study, automotive performance execution and layout of the automobile industry. Also, by presenting an optimization model, the optimum customer satisfaction path from 1395 to 1404 is presented as a perspective for Iran Khodro, Saipa and Pars Khodro companies using an optimized control methodology, which is used to solve the MATLAB software. Finally, the cost of upgrading the customer satisfaction of the products of these companies for two consecutive years is 1396-1395. The results of the research show that the number of initial quality study has the most impact on customer satisfaction, which should be given more importance in the future planning of automobile companies as the most important control variable in order to improve the optimum route of customer satisfaction over the years to come. Manuscript profile
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  18 - Investigating the behavior of bank customers after the merger of branches with the development of a cluster analysis model; Case Study: Mellat Bank
  رضا قسمتی
  The emergence and expansion of new service channels in banks, the large number of branches in the service network of banks, and the high cost of the branch, on the one hand, led the banks to reduce the number of branches and the integration of smaller branches in other More

  The emergence and expansion of new service channels in banks, the large number of branches in the service network of banks, and the high cost of the branch, on the one hand, led the banks to reduce the number of branches and the integration of smaller branches in other branches, but factors such as the loss of customers , Brand coverage, social security deprivation, etc., have created considerations for banks in integrating branches. In this paper, a comprehensive overview of the literature on mergers of bank branches and similar issues was first discussed and influential variables were identified in the problem. Then, the behavior of customers influenced by the merger of branches as one of the key variables affecting the problem has been investigated. For this purpose, a five-step model has been developed in this paper, with its main core of cluster analysis techniques. Finally, in order to demonstrate the effectiveness and applicability of the developed model, a case study of Mellat branches has been used in the country. Manuscript profile
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  19 - Social media and value creation: the role of interaction satisfaction
  Seyed Amir Hossein Madani Abolfazl Danaei gholamreza jandaghi
  The variety of ways in which customers engage with brands through social media has become a challenge for brand managers. The challenge is how to use social media with a strategic approach and how much content to generate so that company-customer interactions can create More

  The variety of ways in which customers engage with brands through social media has become a challenge for brand managers. The challenge is how to use social media with a strategic approach and how much content to generate so that company-customer interactions can create value for the organization. For this reason, it is important to know to what extent brands should focus on social media engagement satisfaction and its role in creating value for the organization. In this study, researchers will use descriptive and inferential statistics to analyze the data collected from the questionnaire to find the answer to this question. Also, exploratory and confirmatory factor analysis along with structural equation model has been used for inferential data analysis. The results of this study suggest that high consumer satisfaction with brand interactions on social media is significantly effective in creating a higher customer longevity value for the brand. Also, high consumer satisfaction in brand interactions on social media has been effective in creating the value of higher customer influence for the brand, in creating the value of higher customer knowledge for the brand and in creating the value of customer knowledge. Manuscript profile
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  20 - Assessing the impact of passion on social media on intention of revisit tourists with a mediating role of customer interaction with customer (Case study: Tourists of Isfahan city)
  Yazdan Shirmohammadi Ramadan  Gholami Awati Maryam  Mohammadi Moghaddam
  Today, social media has become an opportunity for organizations and tourism destinations and regarding to the importance of Customer Loyalty, Organizations are always looking for ways to reach this kind of customers. Including; Customer-to-customer interactions are very More

  Today, social media has become an opportunity for organizations and tourism destinations and regarding to the importance of Customer Loyalty, Organizations are always looking for ways to reach this kind of customers. Including; Customer-to-customer interactions are very important to marketers. To the extent that some researchers believe that positive interactions between customers with each other is one of the most effective and efficient ways to create loyalty to the organization. The present study seeks to evaluate the impact of passion on social media on the intention to revisit tourists with the mediating role of customer interaction with customer. The present research is practical in terms of purpose and descriptive survey in terms of method. The statistical population of the study is the tourists of Isfahan City in the first six months of 1398, whose number was estimated to be 210 by simple sampling method and through Cochran's formula. A researcher-made questionnaire was used in order to gathering information. Statistical analyzes were performed using SPSS and Amos software and the regression method was used in the hypothesis path analysis test. The findings show that, in general, the desire to work on the Facebook social media affects the intention of visiting tourists. And when the mediating role of the interaction of the tourist with each other is also considered, this effect still exists and in some cases this effect will be even greater. Among the research components; Customer satisfaction, perceived enjoyment, sense of usefulness and extraversion has a greater impact on the tourist's revisitability. Manuscript profile
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  21 - The effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction (Case study: Razi Insurance customers)
  hamid reza masoudi
  The purpose of this study is to investigate the effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction among Razi Insurance customers in Qazvin. A questionnaire with a five-point Likert scale was used to col More

  The purpose of this study is to investigate the effect of services provided by employees on customers' behavioral goals with the mediating role of their satisfaction among Razi Insurance customers in Qazvin. A questionnaire with a five-point Likert scale was used to collect data, Cronbach's alpha coefficient and combined reliability were used to measure its reliability, and the extracted mean variance (AVE) was used to measure its validity. The statistical population of the study is Razi Insurance customers in Qazvin. The available sampling method and statistical sample size using Cochran's formula is 384 people. In order to describe the findings, the frequency distribution table as well as bar graphs and central indicators such as mean as well as dispersion indices such as standard deviation and variance have been used. To answer the research questions and conclude from statistical methods and different tests using SPSS22 and LISREL8.54 software, to check the normality of the data from Kolmogorov-Smirnov test, confirmatory factor analysis test to confirm Validity of the questions and structural equation modeling technique were used to evaluate the fit of the research model with the collected data. The results showed that the main services provided by employees at a rate of 0.23 on customer satisfaction, communication services provided by employees at a rate of 0.42 on customer satisfaction and also 0.36 customer on the behavioral intention of customers (behavioral intentions). . Also, 14.5% of the total effect of the main services provided by employees on customer behavioral goals and 28.5% of the total effect of communication services provided by employees on customer behavioral goals are indirectly explained by the mediating variable of customer satisfaction. Manuscript profile
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  22 - Investigating effect of front-line of employees’ competences on customer satisfaction with the role of moderating situational conditions (case of study: hypermi of store mashhad
  وجیهه  هوشیار Seyede farnaz Ahmadi saeed
  Abstract Today, competition in the market is accelerating, organizations to be successful and take advantage of their competitive advantage must have the capabilities, which can be used with the resources they have, valuable performance and unparalleled. On the other h More

  Abstract Today, competition in the market is accelerating, organizations to be successful and take advantage of their competitive advantage must have the capabilities, which can be used with the resources they have, valuable performance and unparalleled. On the other hand, human resources are the most important assets of organizations that help the productivity of the organization by learning knowledge and are effective in creating a competitive advantage and success of the organization in competition. This study seeks to investigate the effect of queue 1 staff competencies on customer satisfaction with the role of moderator of situation 2. The population of this study were the customers of Hypermy store in Mashhad. The sampling of this study is using Cochran's formula and 385 customers, whose data were collected through the standard questionnaire of Palacius et al. (2020). The measurement of validity from the validity of the structure gave the validity of the validity and the validity of the structure and Cronbach's alpha test was used to measure the reliability coefficient and Cronbach's alpha test was validated for variables. In this study, smart pls software was used to test the hypotheses. Because the model has two modifiers, one of which is qualitative. The results of this study indicate that the interaction competency variable of queue employees has an effect on customer satisfaction. Also, the competency variable has an effect on customer satisfaction. Employee demand variable modulates the effect of queue staff competence on customer satisfaction, but queue employee demand variable does not moderate the effect of interaction competence on customer satisfaction. In addition, store swarm variable 6 moderates the effect of queue staff competence on customer satisfaction, but store swarm variable did not have a moderating effect on the effect of queue staff interaction competence on customer satisfaction. Therefore, hyperemia store managers should provide customer satisfaction with the hypermia store by training capable employees in providing information and customer-oriented behavior in the hyperemia store. Manuscript profile
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  23 - Investigating the Factors Affecting the Performance Evaluation of Social Security Brokers in Isfahan Province
  seyedalireza ebrahimi seyedhamid Ghoreishi
  20.1001.1.22286047.1400.20.67.12.4
  Background: Any organization needs to be evaluated for awareness of the desirability and quality of its activities, especially in complex and dynamic environments. On the other hand, the lack of a system of evaluation and control in a system means that it isn't communic More

  Background: Any organization needs to be evaluated for awareness of the desirability and quality of its activities, especially in complex and dynamic environments. On the other hand, the lack of a system of evaluation and control in a system means that it isn't communicating with the inner and outer environment, which implies that is aged and ultimately the death of the organization. In this regard, the present study was conducted with the aim of designing a performance evaluation model for social security agencies in Isfahan province. The purpose of this research is application and developmental type. Methodology: The population of the present study consisted of all experts and experts in the field of social security, managers, staff and clients of social security agencies of Isfahan province, which reported about 10,300 people in 1398. The research sample was determined using the Morgan table of 373 individuals. Data were gathered by field method and a researcher-made questionnaire was used for data collection. SmartPLS software was used for data analysis and analysis. Results:The findings showed that customers'viewpoint had a significant effect on the evaluation of the overall performance of the brokerage (t=2.291,p<0.01). Also, the effect of headline managers'view on evaluating the overall performance of the brokerage firm (t=1.988,p<0.05) is significant. However, the effect of employee's view on performance evaluation (t=0.242) wasn't significant. Conclusion: According to the results of the research, it can be said that in evaluating the performance of the organization, in addition to employees and management, customers have a significant role. Manuscript profile
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  24 - بررسی جایگاه داده¬کاوی در فرآیند مدیریت دانش و ارائه مدل مفهومی جهت استخراج دانش (پیاده¬سازی عملیاتی وگام به گام مدل پیشنهادی بر پایگاه داده یک اپراتور تلفن همراه)
         
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  25 - بررسی جایگاه داده¬کاوی در فرآیند مدیریت دانش و ارائه مدل مفهومی جهت استخراج دانش (پیاده¬سازی عملیاتی وگام به گام مدل پیشنهادی بر پایگاه داده یک اپراتور تلفن همراه)
         
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  26 - بررسی جایگاه داده¬کاوی در فرآیند مدیریت دانش و ارائه مدل مفهومی جهت استخراج دانش (پیاده¬سازی عملیاتی وگام به گام مدل پیشنهادی بر پایگاه داده یک اپراتور تلفن همراه)
         
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  27 - Modeling of Electronic Word of Mouth Marketing Based on text mining User comments, A new approach On social commerce
  Elham Ramezani Ali Rajabzadeh Ghatary Vahid   Baradaran Maryam Shoar
  20.1001.1.22286047.1400.20.68.1.5
  The purpose of this article is to present an Electronic Word of Mouth marketing model in social commerce Based on text mining User comments in sale sites. Due to the new research in this field and using the text mining method of user comments to express the variables of More

  The purpose of this article is to present an Electronic Word of Mouth marketing model in social commerce Based on text mining User comments in sale sites. Due to the new research in this field and using the text mining method of user comments to express the variables of this type of marketing model, this research is a kind of Exploratory Developmental Research. The method used in this research Is combination of qualitative and quantitative. In this regard,by studying previous researches As well as receiving, preprocessing and analyzing 11thousand Customers Online Comments In the case of digital products, Repetitive words with a positive label were selected Then, using Word2vec algorithm The variables of the Electronic Word of Mouth marketing model Were extracted using text mining technique. Fitting the model extracted, based on the comments of experts and users of internet sales sites in Iran with the help of a Questionnaire and analysed with statistical tools of least squares. The statistical sample of the second phase Due to the unlimited statistical population it was estimated according to Cochran's formula 384. In order to review and present the final model from the structural equations approach with SmartPLS software was used. The results show that customer interaction, message quality and Customer mental image will have positive and significant impact on the Platform and channel attractiveness of Electronic word of mouth marketing channel, Finally, these two variables will have a positive and significant impact on the Customer behavior and business brand. This model emphasizes new dimensions of variables of the Electronic Word of Mouth marketing model that can be helpful for business owners and marketers. Manuscript profile
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  28 - Designing a dynamic model of brand equity with a focus on fake news and customer knowledge at Coca-Cola
  Davood  ariannejad Alireza  Pouya Hadi  Bastam Ali  Hosseinzadeh
  Objective: The purpose of this research is to design a dynamic model of brand equity focusing on fake news and customer knowledge. Methodology: The research approach used is mixed and the time period of simulation in this research was (from 2025-2020). Library sources More

  Objective: The purpose of this research is to design a dynamic model of brand equity focusing on fake news and customer knowledge. Methodology: The research approach used is mixed and the time period of simulation in this research was (from 2025-2020). Library sources have been used to collect information in the stages of identifying variables, expressing dynamic hypothesis, conceptualizing the system, and forming initial cause and effect diagrams; In order to clarify how the variables affect each other, formulating relationships and verifying the validity of the final model of system dynamics from interviews with experts in the food industry and Mashhad Co. ¬ Production of behavior was used. Findings: According to the results of the research, brand equity has a dynamic nature, and all the dimensions and components affecting it can be changed over time based on different policies, and also the repetition and spread of fake news about an organization and its products can reduce brand equity. and the amount of trust of customers and the credibility of the organization decreases with the repetition of fake news. Conclusion: The investment of the organization in order to increase the customer's knowledge about the products and remove the misconceptions caused by fake news can increase the trust in the brand and lead to the neutralization of the effect of fake news on the brand value. Manuscript profile
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  29 - Investigating the effect of employees' perceptions of corporate social responsibilities on organizational pride and customer service commitment
  elahe Maneshdavi seyed mehdi mirmehdi فتانه یاراحمدی
  In organizations today, lack of sense of responsibility towards customers prevents effective service to them.The purpose of this study was to investigate the effect of employees' perceptions of corporate social responsibilities on organizational pride and customer servi More

  In organizations today, lack of sense of responsibility towards customers prevents effective service to them.The purpose of this study was to investigate the effect of employees' perceptions of corporate social responsibilities on organizational pride and customer service commitment in Ahvaz Social Security Organization. This research is applied and descriptive. The statistical population of this research is 210 employees of the Social Security Organization of Khuzestan province. Cochran's formula was used to determine the sample size and the number of samples was estimated to be 126. Sampling in this study was simple random. The data collection tool in this study is a questionnaire. The validity of the questionnaires was confirmed by using the content validity method and their reliability was confirmed by calculating Cronbach's alpha. In this study, to investigate and test the hypotheses and conceptual model, the structural equation approach and Smart Pls2 and Spss 19 software were used. The results of examining the hypotheses showed that social responsibility has a positive and significant effect on organizational pride. It also showed that among the dimensions of social responsibility, legal responsibility and humanitarian responsibility are of the highest importance. The results also show that social responsibility and customer service commitment have a positive and significant effect and finally organizational pride has a positive and significant effect on customer service commitment. Manuscript profile