سید حبیب الله میرغفوری

The article proposes a model to estimate the success rate of research and development (R&D) projects in knowledge-based companies before implementing projects and attracting investments or credit. The model evaluates projects based on known variables to combine projects based on available evidence. Many knowledge-based companies must choose the best plan from numerous R&D options. For these companies operating at the intersection of knowledge and industry, choice is doubly important. Therefore, this research collected variables affecting project success rates using the grounded theory method. Variables were ranked using a combined compromise solution to simplify the model. The most impactful variables were selected for inclusion. Interpretive structural modeling was used to extract the desired model, which was then analyzed with the Micmac method. The population studied was knowledge-based companies in various technology fields. The target sample came from companies in science and technology parks. Based on this, eight main variable groups impacting project success rates in knowledge-based companies were identified and compiled. The model shows these eight indexes and their 32 subcategories classified into four general levels. "Rules and approvals" and "project user specifications" and "company financial coordinates" are placed in the fourth level. Proposed R&D projects are measured against this model, and investment for each project is also determined according to the model.

this research, with the aim of evaluating the green innovation ecosystem and the way of green science and technology policy of selected European countries in order to ensure that Europe is moving towards minimizing Carbon, holistic sustainable development, and the green, innovative and competitive economy are on the move. This research is trying to provide a set of useful input, mediator and output indicators to determine the model indicating the stages affecting the performance of the green innovation ecosystem of the selected countries by examining the background of similar research. By collecting the available data through data banks, and preparing the ground for mathematical modeling, the mathematical model was designed by combining methods of network data envelopment analysis and game theory with the help of Lingo software to combine relative efficiency in functional areas and create a Calculate the final weighted score to evaluate the performance of the green innovation ecosystem for EU member states. The results indicate that according to the designed conceptual model including four stages of knowledge creation and development, knowledge implementation, financial and economic transformations and environmental protection, with the change in the performance of countries in the stage of financial and economic transformations, efficiency The total number of countries increases significantly;

The aim of this research is to present a stratified model of the eventsof improving the quality of customer relationship in online businesses, which for the first time hasstudied the events affecting the quality of customer relationship in online business in an integratedmanner.

This research is considered a descriptive-survey method in terms of its practicalpurpose. The method of collecting information was field and library. To analyze and stratify thefactors, the interpretive structural modeling approach was used, and the research communityconsists of professors, managers and experts of online businesses who are experts. Sampling wasbased on the judgment method that 13 experts were selected.

The factors "participatory interaction with the customer" and "customer-oriented policy"are the most important influencing factors, and "commitment" and "satisfaction" are the leasteffective and the most effective in improving the quality of the relationship with the customer.

By focusing more on the underlying factors, managers and experts of onlinebusinesses can increase the commitment and satisfaction of customers, which will improve thequality of customer relations.

Kansei engineering is known as one of the most successful methods to understand customers' feelings and needs. This research tries to identify the factors affecting the feelings and emotional needs of the users of sports halls in Yazd province based on the Kansei engineering approach and the relationship between them. Take advantage of the services provided. In order to carry out the current research, at first, the influencing factors were identified using the study of the background of the research. Next, in order to measure the relationship between the dimensions of the research and the design of the conceptual model, the interpretive structural modeling technique was used, and then, in order to fit the structured conceptual model, the structural equation technique was used using Smart PLS3 software. The statistical population of the present study was formed by 13 experts familiar with the subject of the research in the model design department who have done research in this field and have at least 5 years of work experience, and in the model fitting department by 147 employees of sports halls in Yazd province. are the collection tool in this research was a questionnaire. The results of the research show that the 8 main dimensions of the research are placed in 3 general levels. Based on the findings of the research, factors of safety, innovation and appropriate treatment were placed as the main dimensions in the initial level of Kansei engineering drivers communication model. Also, hygiene factors, reliability and attractiveness are on the second level, and professional equipment factors and creating a sense of comfort are placed on the final level.

In growing industries, knowledge workers play a vital role in the success of organizations due to the high value of their knowledge and expertise. The departure of these employees can bring high material and moral costs to organizations. Therefore, this study aims to identify the factors affecting retaining talented and knowledgeable workers.

This study was conducted in a mixed manner; in the first stage, (58) factors affecting the retention of talents were identified through a literature review as a qualitative part. The statistical population includes experts from technology and knowledge-based companies, managers, and experts from the Yazd Science and Technology Park campuses, and sampling was done as a convenience sample. In the second stage, using a quantitative method, the opinions of (17) experts from the Science and Technology Park and universities were collected through a questionnaire and analyzed using the intuitive fuzzy cognitive map method. The relationships between the factors were determined using FCMapper software and plotted in Pajek software.

The findings showed that the factors affecting the retention of knowledge workers were divided into four dimensions: environmental, organizational, individual, and job. In the research of Sarfarazi et al., the factors affecting the retention of knowledge workers were also divided into the above four groups. In the environmental dimension, the three factors of job opportunities in the labor market, migration, and personal and family life of the individual were identified as the most critical factors affecting the environmental dimension due to their highest degree of centrality. Job opportunities in the labor market had the highest degree of centrality and influence on migration, which caused a change. Since personality traits have the highest degree of centrality among the factors of the organizational dimension, the most critical factor affecting the retention of key employees was identified in the organizational dimension. Career path management, promotion, and career development by being influenced by the personality characteristics of the CEO and supervisor has an impact on the empowerment of knowledge workers and ultimately leads to an increase in the retention of knowledge workers. The specialized capabilities of the organization's knowledge and talented employees have the highest degree of centrality among the factors of the individual dimension, and the essential factor in this dimension is introduced.

Research limitations: 

The present study was also accompanied by various limitations. Among these limitations, one can mention the failure to consider the time factor in the analyses. From a methodological point of view, although the intuitive fuzzy cognitive map is a powerful method, it may only partially reflect some complex or nonlinear relationships between factors. In addition, the failure to examine temporal changes in factors affecting employee retention and the study's limitation to a specific period are other limitations of this study.

Originality/value: 

Organizations should pay special attention to these critical factors and ensure the retention of knowledge workers through strategic planning to recruit and retain them.

In order to minimize losses in tourism industry, it is necessary to study the best methods of survival in a crisis and Iran's location to a high risk of crisis in the region, increases the need to present a crisis model in this industry. In order to find a suitable solution in accepting the crisis and providing practical measures, the factor of corporate social responsibility was studied.

This research is of an applied type, which was conducted with the approach of content analysis and data collection was done from the study of research literature and in-depth interviews with experts. Sampling continued in a targeted way, with Atlas software and in-depth examination of themes.

The indicators of human resource management, revenue management, crisis communication, alternative approaches to providing services and social legitimacy, which are derived from strategic methods of social responsibility, show the high impact of these factors on tourism crises.

Forming a crisis management team, determining the international and domestic target market, market adaptation with products and services, trust-building, the suggested solutions were discussed by the experts.

Corporate Social Responsibility is presented with key indexes and examples of sub-indexes: in this order, in the key index of human resources management: it provides improving competitiveness. In the revenue management index: price optimization, in the crisis communication index: it provides the impact on professional ethics. In the index of alternative approaches to providing services: product optimization, and in the index of social legitimacy: it provides shared value

The purpose of this research is to design the excellence model of reproductive companies in the context of academic entrepreneurship ecosystem. The approach of the current research is qualitative, and the seven-step metacombination method of Sandelowski and Barroso was used. The statistical community of the research includes all the resources related to the academic entrepreneurship ecosystem and reproductive companies published from the scientific database in the period of 1390-1400 solar and 2000 to 2021 AD. Therefore, taking into account the degree of relevance to the research topic, primary sources were screened and 55 sources were selected, and coding was done on the concepts extracted from them. In total, 24 subcategories and 6 main categories were categorized. Finally, the identified codes were classified based on the content analysis approach of Strauss and Corbin's three-stage coding (open, central and selective). The identified components include environmental, organizational, educational, research, business and managerial factors. The results were presented in the form of a conceptual model for a better understanding of the excellence model of reproductive companies in the context of the academic entrepreneurship ecosystem.

Nowadays, in most countries of the world, small and medium industries play various roles in social, industrial and service arenas. An e-business is a system that is created with the aim of satisfying customers and facilitating the fulfillment of their orders using the Internet. Advances in technology offer countless opportunities for rapid market access nationally and internationally to small and medium-sized enterprises. Accordingly, infrastructures should be provided by the government to make it easier to use the facilities, and the relevant agencies should work together to create a safe and comfortable environment, away from strict regulations. In this way, the ground will be prepared for the development of the economy, the training of specialized man power and the employment of experts in organizations. The aim of this research is to develop the electronic businesses of small and medium enterprises in Yazd Province in the field of ceramic tiles using the fuzzy cognition mapping approach. Based on the nature of the research, responses are found to the questions ‘What factors are effective in the development of e-businesses of small and medium enterprises in the Iranian ceramic tile industry?’ and ‘What is the degree of effectiveness, influence and centrality of the factors?’

This study is descriptive in type. From a methodological point of view, it is based on the mixed research method, which was done in four stages. In the first stage, based on the results of a library study on the theoretical foundations and research background, the basic conceptual framework of electronic business in the ceramic tile industry was extracted. For this purpose, two statistical populations were sampled the first of which consisted of eight experts in the field of business management in Yazd Province. They were randomly selected and interviewed. At this stage, 18 factors were obtained by reviewing the literature and the research background, as a result of which a number of factors were removed, merged or added from the prepared list. Finally, 15 factors were approved by the experts. The second sample included 35 online sellers of ceramic tiles in Yazd Province who were selected to participate in the construction of the model. In the second stage of the qualitative modeling process, the causal map of the experts was extracted and analyzed. Then, fuzzy cognitive mapping was drawn by the Ucinet6 software. In the fourth stage, the degree of centrality, the effectiveness of specific factors, and the scenarios for the development of e-business in small and medium enterprises in Yazd Province were simulated in a case study of the ceramic tile industry, and the results were checked with the soft FCMapper1 software. The data and the scenarios were analyzed using the fuzzy cognitive mapping technique, and the research model was designed through social network analysis.

According to the research findings, the factors affecting the development of e-business in small and medium enterprises in Yazd Province (with a focus on the ceramic tile industry) include leadership and management factors, technical requirements, financial infrastructure, organizational image, product and service, supply chain, customer satisfaction, competitors and partners, suppliers, political and legal infrastructures, marketing and advertising, after-sales service, customer trust, investment, and organizational culture. Based on the degree of centrality, what tops the list is leadership and management factors as well as products and services. Also, the results of the analysis of the second scenario indicate that, since the managers of the ceramic tile industry try to have better leadership and management and do not take legal, political and legal infrastructures into account, they cannot hope for the progress and development of their business. In other words, management and leadership along with legal, political and legal infrastructures can lead to the development of businesses in the ceramic tile industry. According to the results of the third scenario, if we develop the product and service factor but do not pay attention to the value chain, the majority of the factors change in a negative direction, but the rate of change is less than that in the second scenario.

Finally, based on the results of this study, there are suggestions made for the development of electronic businesses in the ceramic tile industry, including the attendance of managers in various courses of management and leadership skills and market study. The accurate knowledge of customer needs is also pointed out in order to provide the products and services that are more tailored to the tastes of customers and, as a result, their satisfaction is guaranteed as much as possible.

This study examines the factors affecting the model that is presented for the competitiveness of selected knowledge-based companies in the fourth industrial revolution. 23 components were identified and categorized into six factors: causal, contextual, intervening, central phenomenon, strategies and measures, and consequences. Using these components, a questionnaire was designed to determine the current status of selected knowledge-based companies in Iran, and a total of 127 completed questionnaires were collected from 197 knowledge-based manufacturing companies of the first type in the field of electricity and electronics, laser and photonics in the country. was done to examine the current state of the model components. The data was analyzed with SPSS and PLS software. In the analysis carried out, the coefficients of factor loadings of the components are more than 0.4, which shows the appropriateness of this model. Cronbach's alpha and composite reliability is more than 0.7, which indicates the appropriate reliability of the model. Construct validity, convergent validity and divergent validity also had favorable results. The results showed that all the components in the presented model for the competitiveness of selected knowledge-based companies in the fourth industrial revolution played a role, and the current state of all factors except the causal factor, which is in an average state, are in a favorable state.

The business cluster development model is a new method that has been used in the last two decades to develop and empower small and medium enterprises. Many countries, both developed and developing, have taken advantage of this development model to achieve regional development goals and improve the quality and quantity of their advantageous businesses located in a geographical area. In this research, the factors influencing the performance of business cluster development in Iran have been investigated using theme analysis and fuzzy cognitive map techniques. The data was collected using open interview tools and questionnaires. The present research encompasses the period from 2018 to 2021 and focuses on Iran, specifically examining all provinces where business cluster development plans have been enacted. Based on the model obtained from the fuzzy cognitive map method, the most important factor that affects the performance of business cluster development initiatives is financing of the plans and projects. On the other hand, the most crucial factor for effectiveness is the augmentation of collaborative efforts. Finally, based on the identification of the most important affected and influencing factors, backward and forward scenarios related to the performance of business cluster development plans were examined.

Open innovation has been discussed in the management of innovation literature over past decade, which has led to the increasing recognition of its benefits, including the use knowledge inputs accelerate domestic innovation and expanding the market for using innovation in small and medium company. The purpose of this study is to investigate the factors affecting or being affected in a comprehensive model of open innovation for gold industry of Iran and to explain the relationship between these factors. The present research is of qualitative type with exploratory-explanatory nature in which the systematic review of research literature, meta-synthesis approach and content analysis have been used. Based on the seven steps of meta-synthesis after passing through several layers of evaluation: 54 articles, out of 3151 initial ones, were chosen careful content review and identifying desired variables and semantic units. In regard, 25 concept codes were extracted and after examining their validation by help subject matter experts, the relationships between them were also induced from scientific texts and drawn in a conceptual framework. Then, in order to implement the identified framework in the gold industry of Iran, semi-structured interviews with the experts the gold industry of Iran were designed and conducted, which led to the identification of 11 new and specific factors for the gold industry. By merging and categorizing the factors, 34 final categories were identified and by examining relationships between them, open innovation model in gold industry of Iran was developed and important influential and influential factors were identified in model.

Working on Customer Relationship Management (CRM) has an enormous impact on the activities in the tourism industry. But the success rate in CRM system implementation is too low, and failure has been seen in more than 70% of these projects. The purpose of this study is to provide a model for the successful implementation of a customer relationship management system in the tourism industry. This applied research is exploratory in nature and uses the grounded theory approach to study 35 tourism companies over a year. CRM project managers in these organizations participated in interviews, and their documents have been observed and analyzed. The results showed that successful CRM implementation in the tourism industry requires management support, organizational culture and belonging, and appropriate corporate literacy. Information Technology (IT) infrastructure and budget constraints are barriers to the deployment project. Integrating organization processes, training managers and staff, encouraging and punishing employees, strategic alignment, providing the technical infrastructure, providing sufficient customer recognition, and suitable budget development were identified as the prescriptive actions (or strategies) for successful implementation of CRM systems.

In addition to rich resources of fossil fuels, Iran has a lot of renewable energy potential. On the other hand, considering the climate diversity in the country and the natural conditions and potentials in different regions, instead of national planning, we should move towards regional energy planning and develop a regional renewable energy portfolio. In the present research, firstly, the potential measurement criteria of different types of renewable energy, including solar, wind, geothermal, hydroelectric and biomass, based on geographic information system maps and data received from the Meteorological Organization and SATBA, for 1361 latitudes and longitudes, has been scored. Then, using the Rapidminer software, the geographic points were divided into 5 clusters, each cluster includes areas of equal potential with the greatest similarity. Two of these 5 clusters are considered to be among the dry lands of the country. Then, based on the review of library resources and usage from the opinions of SATBA experts (Renewable Energy Research Group), a fuzzy inference model based on 5 sustainable development criteria including: access to technology, investment costs, capital productivity, employment rate, and environmental consequences along with design potential measurement criteria and based on the fuzzy rules defined on these criteria. The percentage share of each type of energy in the energy portfolio of each cluster was calculated. In the final step, based on demographic criteria including unemployment rate, population growth rate, acceptance culture (literacy rate), investment security, to prioritize clusters for strategic planning of the government and other influential institutions such as governorates, municipalities and chambers of commerce. For example, in cluster 4, includes some cities in the provinces of Isfahan, Khorasan, Yazd, Kermanshah, Fars, and Kohkiloyeh, which are classified as arid and semi-arid regions of the country according to the criteria of potential measurement and development criteria that has an energy portfolio with 25% share of wind energy, 39% share of solar energy, 10% share of hydroelectric energy and 26% share of biomass energy. Population growth and investment security are the first priority.

The issue of open innovation has been widely discussed in the innovation management literature in recent decades, which leads to their increasing recognition, including accelerating the internal innovations of companies and expanding the market to take advantage of external innovations in small and medium enterprises. For this purpose, at first, a systematic review of the literature was done in order to achieve a properly enough research background and then a sample of 54 articles was chosen and examined by using Systematic review approach. After the identification of the related variables, the relations between them were examined and drawn as a conceptual framework based on the research background. Then, in order to adapt the identified framework to reality, interviews with experts were done and after verification, several new variables, such as the degree of variability of managers, the culture of monopoly of knowledge, and competence; were added to the new framework and with the final identification of 32 categories, the relevant questionnaire was developed and distributed among stakeholders. Finally, by extracting the results and using the fuzzy mapping technique and also two soft wares of FCMapper and Pajek, a correlation model was designed between the factors and by analyzing the relevant results, effective scenarios were identified in the research. The results of this study showed that if we focus on the three factors of trust-building in cooperation and partnership, strengthening the appropriability regime and also empowering managers, we can see the improvement of open innovation process and a consequent positive impact on the company performance as well as innovative performance in Yazd gold industry.

For many years, people have been using water as an inexpensive resource, and many do not believe in limiting its consumption. This attitude is problematic and has led to a water crisis. Today, besides the water crisis, we are faced with improper water resources management, especially in arid and semi-arid regions. The increasing demand for water, the limitation of resources, and the principle of sustainability in water management, make it impossible to supply all existing water needs. The increasing use of surface and groundwater resources in Abarkouh Plain as a result of development of agriculture and related industries in this plain has intensified the decline of its aquifer. Therefore, it is necessary to provide a framework that can investigate the optimal allocation of water in this area. The purpose of this research was to study the status of Abarkouh Plain water resources and to evaluate the possible policies in this area. After reviewing the background and identifying the factors, a dynamic model of factors affecting the status of aquifer in Abarkouh Plain and their causal relationships were presented and analyzed through System Dynamics. According to the analysis, agricultural consumption had the greatest threat in the plain. The model was simulated in Vensim and various policies have been tested to improve the status of water resources in Abarkouh plain. The simulation showed that the policy of increasing water price, implementing the plan of fertilizing clouds and decreasing the area under cultivation had a good effect on aquifer balance index and volume.

In this study, a new two-level mathematical model is presented in order to design a logistics hub network in the supply chain of disasters and disasters. The leader level model uses the location of hubs and the determination of vehicles used. The objective function of this model is to minimize the cost of building hubs, transportation costs, and infrastructure costs to develop a logistics hub network. In the follow-up model, it determines the optimal routes for sending products to applicants with the aim of minimizing service delivery time. Given that solving two-tier models in the case where the follow-up model has an MIP structure, it is known as a difficult problem in research in operations and there is not always a definite solution for it, in this research an innovative algorithm based on complete counting. It is provided with high quality answers. According to the computational results, it can be observed that the developed algorithm is able to produce justified answers and of course it has an acceptable level in terms of the quality of the answers. Using the results of this research can be used as a management tool by crisis management organizations.

The national development comprehensive document has mentioned that Iran must at the end of seventh development program in 1404 achieve to 20 million foreign tourists, Among our touristic provinces, Yazd province have a glorious aspects of historical civilization of Iran. So it is very important we study the current situation and future of tourism in this province. So this study is going to find a dynamic model to estimate foreign incoming tourist to Yazd in 1404 with current situation and checking the probable scenarios.this research is applied by pupose and qualitative study by methodology and descriptive analytic. At the beginning by tourism research literature and resources for determining the tourism situation of a region and interviews with 20 Yazd tourism experts, try to fine out the effective variables of Yazd such as security, transportation … In next step by variables quantities and their effects on each others, its causal loops diagram designed and the flow diagram ran in vensim software. The results shows by current tourism situation of Yazd continue till 1404, instead of at least 1.3 millions foreign tourists at most will achieve to 100,000 foreign tourists. By this result, another couple of variables`s situations in scenarios form researched and offered some suggestions such as focus on human resources training, effective and meaningful advertisement, reinforcement the private section … and also reliability and stability of model confirmed.

Developing efficient and effective health care systems has become a major concern for governments and health care decision makers. In-time supply of medicine and efficiency of the inventory and distribution system play a vital role in the hospital supply chain and require a proper decision-making process in inventory management. This study suggests a two-objective model of mixed-integer, linear programming to manage medicine and information flow. The main goals of this model are to minimize the costs of purchasing, maintaining, manpower, and medicine expiration, and to minimize medicine shortages. Uncertainty parameters are related to demand, storage, and supply capacity, as well as the aspiration level of each goal. The initial model is first transformed into a fuzzy mixed-integer, goal programming model. Then, the resulting model is transformed into a one-objective model using methods suggested by Torabi and Hassini and solved in GAMS. The supply chain of Shahid Beheshti Hospital in Kashan is used to explain the proposed approach. The results indicate that decisions related to the purchase and logistics of medicine have a great impact on medicine shortages and control various costs relating to medicine inventory in this hospital.

"Due to its very nature, tourism enjoys proper grounds for entrepreneurship development. There are limited studies on the development of entrepreneurship in tourism. Among the growing areas of tourism, ‘Cultural Tourism’ could be referred to as a demanding preference for development in areas with the potentials for growth. This study sought to provide a model for entrepreneurship development in cultural tourism using Grounded theory. To this end, some eleven semi-structured interviews were conducted to collect the required data, out of which and 367 primary codes, 97 secondary codes, 44 concept codes were extracted and classified into ten distinct categories. The study’s population consisted of university instructors and lecturers, experts working in state-owned tourism institutions, the owners of active businesses in Yazd cultural tourism, and the professionals within the field who were selected through ‘theoretical sampling.’ Moreover, the sample size was determined based on theoretical saturation. The study’s results found via the application of the ‘three-pronged model’ indicated that factors involved in the development of cultural tourism entrepreneurship could be categorized in three general categories of ‘structural factors,’ grounds and ‘environmental conditions, and ‘behavioral factors,’ each including their own relevant components and indices.

In recent years, with the high cost of building large and centralized power plants and the problems of long power transmission lines, the electricity industry has shifted to the use of small and distributed generation near the location of customers. On the other hand, due to environmental problems, some of these distributed products are based on renewable energy, which has a random behavior. Determining the location and capacity of these products at the distribution network level has a great impact on managing financial resources and improving supply chain parameters. In this research, a comprehensive multi-objective and probabilistic model is proposed to determine the installation location, type, and optimal capacity of distributed products at the level of the new electricity supply chain. The ultimate goal of this model is to minimize energy losses, investment and operation costs, unsupplied energy, and environmental pollutants. The proposed model is applied on a 33-region network by MATLAB software and solved in a multi-objective way by a genetic meta-heuristic algorithm with faulty sorting. The final results show the effectiveness of the proposed method in various economic, environmental, and social dimensions of the electricity supply chain.

Increasing greenhouse gas emissions and global warming and government support for renewable sources, as well as recent advances in electricity generation and related technologies, have led to the penetration of renewable energy products in the electricity supply chain. The infiltration of these resources, despite the uncertainty in their output power, has faced serious challenges in power supply chain planning. In this research, an effective and efficient method for security and probabilistic planning of power supply chain development is presented, taking into account the uncertainty of renewable energy production and the uncertainty of peak consumption. In the proposed method, a high limit for the allowable load cut is considered and the effect of existing uncertainties and changes in the high load cut limit on the investment cost of the supply chain is evaluated. The proposed method is implemented on the network by MATLAB software and solved by genetic algorithm. The final model of this method can be used effectively to plan the supply chain of the electricity network with the influence of renewable energy products.

Today, many successful service organizations and institutions have realized that paying attention to the needs of customers means paying attention to the service quality and providing quality services to customers. The purpose of this study is to analyze the quality of services provided by drug distribution companies to customers in the area covered by the center of Yazd. In the first stage, the needs of customers were identified and categorized into 4 categories based on Kano model: mandatory, functional, exciting and indifferent needs. For this purpose, 184 questionnaires were collected from different customers of pharmaceutical distribution companies. By identifying indifferent needs and removing them from the list of qualitative components, a second survey was conducted to analyze the gap between customer expectations and perceptions. To do this, the Wilcoxon statistical test was used to examine the significance of the gap between customers' expectations and perceptions. In the final stage, by surveying customers' opinions on various areas of service delivery, including drug cartons, distribution services, Internet services, transportation and staff services, and services related to the duration of receiving money from pharmacies, the relationship between them and Qualitative gaps were modelled using an artificial neural network. The results indicate that there is a quality gap between all components of quality, quality dimensions and areas of customer service. This includes components such as the efficiency of the distributer website , the clarity of the customer instructions in the drug distribution companies, the consistency of the customer-requested facilities and the portfolio of facilities provided by the distributer , the fulfilment of the time promised by the distributer to deliver services as well as employee’s empathy in responding sympathetically to the needs of customers are more tangible than other areas.

The tourism industry is one of the most important phenomena in the current century, which, in the near future, could be the first and most important industry in the world. Influencing economy, this industry is an important factor to promote social and cultural purposes. Considering Iran’s main economic problem, namely the reduction of oil revenues and reliance on the resistive economy, a comparison can be made among Iran, Turkey, and Malaysia. The present study in terms of purpose is applied-descriptive research and from the prospect of type is surveys, and the statistical population was expert_ university professors, tourism organization members, and agency managers; the method used for analyzing data was FCM (Fuzzy Cognitive Mapping). Based on the final model, the most influencing and influenced factors were as follows: Formulating a National tourism development plan in Iran, increasing capital and investment security in the tourism industry, improving international relations, recovering tourism infrastructures, developing domestic tourism, turning the structure of tourism organization into a ministry.