نشریه مدیریت فردا
پیاپی 73 (زمستان 1401)

The purpose of this study is to identify the effect of servicescape on dysfunctional customer behavior‎ with respect to the moderating role was customer vulnerability in restaurants in Yazd. The statistical population in the present study is the customers of a collection of selected restaurants in Yazd in 1399. The sample size of 250 participants was considered and selected by the available sampling method. Measurement tools were standard questionnaires. The results related to the direct effects of the components of the servicescape with the customer vulnerability showed the direct paths of the layout and design component to the vulnerability and the direct path of the restaurant's interior component to be significant. The results related to indirect effects showed that the indirect path of the layout and design component to the customer dysfunction behaviors ‎ is significant due to the mediating role of vulnerability, but the indirect path of the exterior environment component to the customer dysfunction behaviors is not significant due to the mediating role of vulnerability. The results related to the moderating effects of customer vulnerability in predicting customer dysfunction behaviors‎ concerning environmental components with customer dysfunction behaviors ‎are not significant. it can be said that the servicescape leads to customer satisfaction with the services received and at the same time can reduce the vulnerability that is caused by the loss of well-being in receiving services and the satisfaction that reduces the sense of loss of well-being can lead to a reduction in customer dysfunction behaviors.

The purpose of this study was to investigate the effect of personal interaction of sellers on the tendency of customers to word-of-mouth marketing by considering the mediation of effective customer experience and moderation of customer ethnicity and the desire for foreign product among customers of Janbo chain stores in Tabriz. The statistical population is the customers of Janbo chain stores in Tabriz. To determine the sample size, considering that the target population is unlimited, the Cochran sample size determination formula was used and the sample size was 382 people. Sampling method is available in the present study. Data were collected through a questionnaire and to calculate the reliability of the questionnaire we used Cronbach's alpha coefficient, the value of which was calculated for the whole questionnaire 0.874. Also, SPSS software version 25 was used for data analysis and Smart PLS software was used for inferential statistics and hypothesis testing. The results of the study indicate a positive and significant effect of personal interaction of sellers on the desire to market word of mouth to customers and in this regard the effective customer experience has a mediating role and also the moderating effect of customer's ethnicity and desire for foreign product on effective customer experience. Took. Therefore, the main question of this research is whether the personal interaction of sellers affects the desire for word-of-mouth marketing through the mediation of effective customer experience and moderation of customer ethnicity and desire for foreign products among customers of Janbo chain stores in Tabriz?

Risks related to human resources can become an important part of business risks. Although often identified as risks resulting from non-compliance with occupational safety requirements, they can have broader and deeper impacts. Therefore, the purpose of this research is to design a human resource risk model and determine its control strategies in the cargo and passenger transportation organization of Yazd Municipality.The current research is mixed in nature and descriptive-survey in terms of data collection. At first, the risks of human resources were identified and categorized through interviews with the experts of Yazd Municipality Cargo and Passenger Transport Organization. Then, a panel consisting of experts was formed and the conceptual model of human resources risks was designed through the structural-interpretive modeling method, and finally control solutions were presented. Through interviews with experts, 39 human resource risks were obtained in the form of 7 categories. by using the members of the expert panel, the human resources risk model was designed, which has the most impact on the organization's management issues and the risk of knowledge and skills of human resources, the risk of physical and mental health of human resources, the risk of human capital and Behavioral risk of human resources has the most effectiveness.Investigating and controlling human resource risks is very important for organizations that are interested in improving performance. For this reason, it is better for managers, policy makers and planners of the organization not to neglect the benefits of identifying and analyzing human resource risks at different levels.

Knowledge management is the process of creating, sharing, using and managing knowledge of an organization. A knowledge management system is known as a knowledge base and is a comprehensive system that can provide many methods for providing documentation. The knowledge management system is a platform that covers the organization's collective knowledge and creates a centralized repository for storing and accessing the organization's activities. organizations do this through a tool or software specifically designed for knowledge management. Knowledge management systems refer to a class of information systems applied to organizational knowledge management and have been developed to support and promote organizational processes of creating, storing, retrieving, transferring and applying knowledge, in the company's organizational workplace. Various categories of knowledge management systems have been presented in articles. In this article, the main principles of knowledge management have been extracted with a new approach. For this purpose, first the main life cycle activities have been identified. Then, by reviewing conventional knowledge management systems and brainstorming sessions, the main services have been identified. Finally by applying clustering on the extracted services based on the k-means algorithm, the services have been clustered and the main systems have been extracted. In order to evaluate the quality of extraction systems, we have benefited experts, and experts in the field of knowledge management evaluated the quality of extraction systems at an optimal level. It is expected that by implementing these systems in different industries, it will be possible to help spread knowledge management in the industry as much as possible.