نشریه مدیریت استاندارد و کیفیت
سال سیزدهم شماره 3 (پیاپی 48، پاییز 1402)

Thriving at Work is a psychological state that affects the behaviors of employees and because the formality in the organization provides more transparency for employees, it causes the employees thriving at work; so, the purpose of the current research which is practical in terms of purpose and descriptive-survey in terms of data collection was to examine the effect of formality in organization on thriving at work; emphasizing the role of ethics in the municipality of Neyshabur city. The statistical population of the present study was all employees of the municipality of Neyshabur city, that sample size of 110 people was selected. The data collection tool in this research was standard questionnaire and the analysis method used in this research, structural equation modeling technique.The findings of the research showed that the mediating role of Job engagement and interpersonal justice was confirmed in the relationship between formality and thriving at work. also, the moderating role of ethical leadership in the relationship between formality and interpersonal justice was confirmed, and finally, the centralization variable could not weaken the relationship between Job engagement and thriving at work. Therefore, according to the results of this research, it should be noted that formal structures, in addition to negative aspects (such as less flexibility and innovation), have positive aspects such as increasing employees' Job engagement, interpersonal justice, and thriving at work and managers should use the positive benefits of the formal structure for the benefit of their organization and employees.

Today, with the change in buying patterns, the Internet has become a platform with a high penetration rate for buying and selling products. With the increase of online stores, understanding the buying behavior in online environments and developing efficient marketing strategies for long-term communication with customers and making them loyal has become significant. Therefore, the current research examines the effect of service quality (SQ) on the success of electronic customer relationship management (E-CRM) systems through customer experience (CX), perceived value (PV), customer trust (CT) and satisfaction (CS). This research is applied in terms of target audience and descriptive-survey in terms of nature and method. The studied population included the customers of Digikala in Tehran city. The sample size was determined by Klein's method of 200 people. The data was collected and distributed online through a standard questionnaire of 29 questions with a non-random sampling method. Data analyzes were performed in descriptive statistics and inferential statistics with SPSS version 26 and Smart PLS version 3, respectively. All hypotheses were confirmed, and the findings showed that SQ has a positive and significant effect on the success of E-CEM systems, both directly and indirectly through enhancing CX, PV, CT, and CS. The results of this study provide practical concepts for experts and marketing managers to improve the efficiency and performance of E-CRM systems, and with special emphasis on the importance of E-CRM, it helps to advance the existing knowledge and theories in platform businesses, digital businesses, and online retailers.

Intense competition in most of today's markets has made it important to know the perceptions and emotions, especially the negative emotions of customers; Because customer retention is one of the important pillars for the growth of any industry, especially the automotive industry. It is worth mentioning that the automotive industry is considered one of the basic and strategic elements of global trade. Based on this, considering the importance of productivity and efficiency in the mentioned industry and the economic growth and prosperity of the country, as well as why some customers do not want to use the brand of the automotive industry, in this research, an attempt has been made to investigate the factors affecting the dislike of the brand. Therefore, the purpose of the present study is to investigate and prioritize the factors affecting brand aversion in the automotive industry. This research is applied in terms of purpose and descriptive-correlation in terms of method. The statistical population includes all customers of Saipa and Iran Khodro automobile companies in Gilan province, and due to the unlimited statistical population of the research, the statistical sample size of 384 people was estimated using Cochran's formula by simple random sampling method. In order to collect and analyze the data, a standard questionnaire and SPSS and LISREL software were used, respectively. The results of the analysis showed that all factors, including ideological and symbolic incompatibility, past negative experience, service and product failure, inappropriate pricing and advertising, lack of attention to customer health and adherence to commitments, have a positive and significant effect on brand aversion. And finally, the priority of the factors affecting the hatred of the brand in the automotive industry in equal order (unsuitable price with a coefficient of 4.76, inappropriate advertising with a coefficient of 3.97, defect in goods 3.89, negative consumption experience in the past 3.53, defect in services 3/34, ideological incompatibility 3/26, failure to adhere to obligations 2/90, lack of attention to customer health 2/50 and symbolic incompatibility 2/34).

Human resources are one of the main assets of any organization. The employees of the organization move forward and give meaning to the goals. Therefore, the productivity of human resources is very important. Therefore, the current research is looking for the effect of soft quality management on the productivity of human resources with the mediation of the ambivalence of employees. The type of research is applied in terms of purpose and the research method is descriptive-survey. The statistical population includes all the small and medium production companies of Ardabil Industrial Town (1), which were analyzed using Cochran's formula of 56 companies as the final sample. The data collection tool is a questionnaire and includes 31 items in order to measure the variables. In this regard, the standard questionnaires of soft quality management, Zang et al. (2016), Parker's human resource productivity (2000), and Mam et al. The validity of the resulting questionnaire and its reliability were confirmed through Cronbach's alpha coefficient. In order to test the hypotheses, structural equation modeling was used. The results showed that soft quality management has a positive and significant effect on the productivity of human resources and the ambivalence of employees. Ambivalence of employees has a positive and significant effect on the productivity of human resources. Also, the mediating role of employees' two pillars in the impact of soft quality management on human resource productivity was confirmed and it was found that soft quality management has a positive and significant effect on human resource productivity both directly and indirectly.

Sustainable entrepreneurship is a concept derived from sustainable development, which means the commitment of economic enterprises to continuous responsible behavior and preservation of natural resources for future generations. Therefore, the aim of the current research is to present and validate the model of creativity and sustainable entrepreneurship with an emphasis on standardization (case study: home appliance manufacturing companies). This research is applied in terms of purpose and descriptive-analytical. The research method is of a mixed type and has been carried out in two parts, quantitative and qualitative. The statistical population of this research in the qualitative section is the experts and executive managers of the home appliance industry, which were calculated using the snowball sampling method and the theoretical saturation point of 11 people. The data collection tool is the qualitative part of the semi-structured interview. The method of analysis of this part is using the data theory of the foundation. The results of this part of the research were explained in the form of six main categories and subcategories. Causal factors include organizational entrepreneurship, product development and competitive advantage. Background factors include government support, development infrastructure, and financial support for entrepreneurial ideas. Intervening factors include protective laws, sustainability categories and attention to labor force. The strategies include reforming laws, developing science and technology parks, and increasing the speed of capital circulation. Consequences include standardization of technology, development of technology and innovation ecosystem, and increase in productivity. Key factors include technology, idea generation, job creation and international competition. The quantitative part of the research was distributed with a researcher-made questionnaire tool derived from the qualitative model of the research after confirming the validity and reliability in the statistical population where the number of the statistical sample was estimated to be 213 people based on stratified random sampling. The path coefficients in the final model were estimated to be greater than 0.3 and the corresponding t-statistic was greater than 1.96 and were approved.

Product quality often implies attempts made to exceed customer expectations in the production of goods or provision of services, and incorporates various facets such as conformance, reliability, stability, price, taste and beauty. Product quality includes three variables: design quality, conformance quality and application quality. The present study was an attempt to offer a new classification of product quality factors with respect to three quality variables and provide an interpretive structural model of the quality factors using Meta-synthesis study. The present study falls into the category of applied studies in terms of objective and into the category of qualitative studies in terms of methodology. In the qualitative phase, the meta-synthesis method is used to systematically review 66 researches on product quality factors which have been conducted in 2000 – 2023 interval. The population of the study in the qualitative phase included all valid domestic and foreign researches available in scientific databases. In the Delphi technique, a survey form was used to elicit the opinion of 10 industry and university experts to validation of product quality factors. According to the findings of the study, 40 open codes and 6 axial codes including "management factors", "resources (employees-infrastructure-environment)", "product design and development", "customer focus", "marketing and sales" and "product standardization" were identified as the principal product quality factors.