احمدرضا کریمی مزیدی

This study aimed at providing a systematic method to analyze the characteristics of customers’ purchasing behavior in order to improve the performance of customer relationship management system. For this purpose, the improved model of LRFM (including Length, Recency, Frequency, and Monetary indices) was utilized which is now a more common model than the basic RFM model apt for analyzing the customer lifetime value. Since the RFM model does not take the customers’ loyalty into consideration, the LRFM model has instead been applied for making amendments. Contrary to most of the past studies in which the statistical clustering techniques were used besides the RFM or LRFM model, the current study has provided the possibility of clustering analysis by importing the LRFM indices into the framework of a fuzzy inference system. The results obtained for a wholesale firm based on the proposed approach indicated that there was a significant difference between clusters in terms of the four indices of LRFM. Therefore, this approach can be well utilized for clustering the customers and for studying their characteristics. The strong point of this approach compared to the older ones is its high flexibility, because in which it is not needed to re-cluster the customers and to reformulate the strategies when the number of customers is increased or decreased. Finally, after analyzing the attributes of each cluster, some suggestions on marketing strategies were made to be compatible with clusters, and totally, to improve the performance of customer relationship management system.

Nurses’ emotional and psychological well-being is one of the most important factors for providing safe, effective, and quality care. Several factors affect Well-being such as busy work and stress, positive and negative emotions, and psychological capital. This study aimed to examine the effect of psychological capital on well-being amongst nurses of Mashhad Qaem hospital. Research design was survey-analytic and conducted with participation of 123 nurses who were randomly selected. Data were collected using Psychological Capital Questionnaire (PCQ), Positive and Negative Affect Schedule Scale (PANAS), Depression, Anxiety, Stress Scale (DASS) and General Health Questionnaire (GHQ), and were analyzed using statistical techniques such as path analysis and mediation analysis. According to results of descriptive statistics, all the variables were above average and Well-being was the best. According to results of inferential statistics, predictability of well-being through psychological capital, positive emotions, and anxiety was confirmed, but the effect of nurse's stress on well-being was not statistically significant. Results of this study were consistent with previous studies. Nurse's high psychological capital increases their positive emotions, reduces their stress and anxiety, and increases their well-being. In general, research results emphasize the need for more attention to.

Employee-customer-profit (ECP) chain is one of the guidelines for organizations ‘success in their life cycle. Strong relationships have been found between employees'' attitudes and behaviors، employees'' behaviors and customers'' impressions، and customers'' impressions and revenue growth. Out of this chain، there are some factors that can influence the processes through which these factors interact. One of these factors is information technology (IT) capability. In this research، we modeled the effect of IT capability on ECP chain using structural equation modeling (SEM). Service process innovation (SPI) was also used as a mediating variable between IT capability and ECP chain. This was accomplished based upon quantitative data gathered from a sample of 212 employees of the Technical and Vocational organization in Mashhad city. Results revealed a strong support for the proposed model. In particular، the association between IT capability and SPI with ECP chain and their leverage effect facilitate the organizations'' movements along with the chain which was significantly confirmed.

Knowledge management (KM) has attracted significant attention from researchers and practitioners as a facilitator for firm’s performance. In order to make knowledge management effective, knowledge infrastructure and process capabilities should be complementary and be fostered by appropriate antecedents. Thus, it is obvious that the KM process is a critical variable through which infrastructure capability, information technology (IT) capability, and business strategy affect the firm performance. Accordingly, the total effects of these variables on performance were modeled by use of analysis of moment structures software and the proposed model of the current study was investigated. Data from 80 top managers of small enterprises located in Toos industrial town as well as those located in Khorasan Science & Technology Park provided empirical support for this issue. Finally, with a trivial modification, proposed model was confirmed in which knowledge process capability is a potent intermediary variable for other variables to affect performance. Of the three variables of the study, knowledge infrastructure capability and business strategy have a direct effect on performance, while the effect of IT capability on performance is only applied through the other variables.

In era of service economy, organization's success depends significantly on providingquality services. Therefore, organizations are in the idea of employing tools such asknowledge management to survive. Human activities such as knowledge sharing amongorganizational members are the foundation of knowledge management in organizations.Recent studies have shown that the relational psychological contract and social capitalmotivate the individual's propensity to share and create the new knowledge inorganizations. This study investigates the mediating role of interpersonal trust andcollaboration as important components of relational social capital, in the relationshipbetween relational psychological contract and knowledge sharing amongst employees ofFerdowsi University of Mashhad. Data was gathered through questionnaires used inprevious studies reaffirming the validity and reliability and by conducting randomsampling. From collected questionnaires, 210 were confirmed to be valid for analysis.Research type was survey-analytical and based on structural equation modeling. Findingsillustrated full mediation of collaboration in the relationship between relationalpsychological contract and knowledge sharing, while the mediation of interpersonal trustwas not verified in this research.

A key challenge to brand managers is how to gain a better understanding of the relationship between brand and customer loyalty constructs. Researchers have recognized that brand identity plays a key role in brand management. The purpose of this paper is to investigate the effect of brand identity and brand identification on brand loyalty through perceived value, customer satisfaction, and trust. To test the study hypotheses, a questionnaire was distributed among cellular-phone customers in Iran‟s northeastern city of Mashhad. The collected data were subject to correlational analysis and path analysis modeling. The results revealed that both brand identity and brand identification have indirect effect on brand loyalty through perceived value, trust, and satisfaction. Thus, it is concluded that social identity perspective, when used in conjunction with other existing perspectives, may be useful in predicting the brand loyalty mechanisms.