فصلنامه مدیریت توسعه و تحول
پیاپی 19 (زمستان 1393)

In the last few years, customer satisfaction has been of major importance to enterprise strategies. The concept of customer isthe center of all activities and the reason for existence of every commercial organization. For this reason some organizations,especially service providers, have given special attention to service quality and its management.The relationship between e-services quality and customer loyalty has been analyzed in this research. The Independentvariables which are the most important aspects of e-services include: Efficiency, Availability, Fulfillment, and Privacy. TheMediated variables of the study model are: Trust & Customer satisfaction and the dependent Variable is customer loyalty. Allthe data were collected by a 5-score Likert questionnaire. The study samples are 415 customers from Mellat Bank BranchManagement of the 6th district and the Central Branch of Mellat Bank in Tehran. Descriptive and inferential statistics as wellas structural equation modeling (SEM) have been used, for Hypothesis test and Factor analysis of the variables. The Resultsshow that: about 80% of the loyalty variation is predicted by the e-service quality. Therefore, it can be expressed that eservicequality is the reason for customer loyalty. One considerable result of the study is that customer loyalty is mostlyobtained through customer satisfaction rather than trying to gain the customer’s trust.So, one of the proposals is: in order to get customer loyalty and finally enhance the profitability, the bank should

Impulse buying is an important aspect of consumer behavior and a vital concept in the market. Immediately after an increasein the consumer s income and purchasing power, impulse buying increase and becomes a dominate phenomenon in consumerbehavior.The purpose of this study is estimating the effects of individual factors including (excitement and self-esteem) and newproducts knowledge on impulse buying behavior. During this research also it is analyzed the effects of two variables (wordof-mouth and social norms) on new products knowledge. The present research has been studied on shopping center, thedesign is scaled-descriptive and sampling is simple random.Regarding to this, 307 questionnaires was collected and used from structural equation models for statistical analysis andexamine the hypothesis. Finally, result shows that excitement and self-esteem had not any effect on impulse buying behavior.But knowledge had direct effect on impulse buying intention. The word-of-mouth had also direct effect on new productsknowledge, but social norms had not any effect on new products knowledge.

Management that moves between science and art could not provide the simple and applicable tools to its users in comparewith other sciences specially engineering science and the organizational issues have been remained as qualitative, vague,unrecognized and modeled with complex methods. When Gareth Morgan has presented the organizational metaphor as theeffective and usable tool in the organization recognition, the complex issues and phenomena become understandable byemphasizing on key points.So , in the research in previewing the evolution of organization and management theories and presenting the new theoriescharacteristics by emphasizing on metaphor argumentation to recognize the organization issues , the comprehensive studiesreview has done from the old proposed metaphors in management and its application and has presented a new metaphor as anorganization like engineering structure . In addition to exploitation the characteristics and common aspect among them andpresenting its management applications, the recent research has developed another step from all studies and similarresearches and has used from structure science abilities and its applied software in a graphic environment to model andtransfer the concepts. This can be provided the management philosophic fundamentals possibly and also, the used field ofapplying the theories, techniques and common methods in structure engineering science to progress the management appliedissues. Finally , based on new spaces recognition which is common between structure and organization in reviewing strengthand weakness points of the metaphor and its effective procedures, there has been presented some suggestions to continue thatshould establish a new headline.

Comparing the performance of the various groups of companies is a way to recognize top companies and introduce them tothe community. So our study investigates comparing the effect of family and non-family ownership structure and operationalrisk on Firm performance. The purpose of this paper is to compare family and non-family firms by determinants of firmperformance .By using determinants of firm performance includes Accounting and market performance, the effect ofownership structure (family- non-family) on firm performance and 123 firms for a period of 7 years were investigated. Weused Mann-Whitney and Liner Regression for testing our hypothesis and after the analysis results show that family firms notoutperform non family firms. But the relationship between operational risk and performance for market to book ratio, returnon equity and sales growth is stronger for family firms.

The phenomenon of the field of health services only entrepreneurship entered lately and it still has not been able to achievedstatus it deserves corporate. This study aimed to investigate the factors influencing corporate entrepreneurship in provincialboards nursing organization of the Islamic Republic of Iran in the year 2012.Factors examined were organizationalstructure, research and development system, leadership style, organizational culture, staff characteristics and, organizationalstrategy. This is descriptive and a sample, of 270 members of the Board of Directors of 30 provinces. The informationgathering tool was the questionnaire. Data management and analysis was performed using Spss 18 (2010).The results ofcorrelation analysis showed a significant relationship between corporate entrepreneurship the six factors and also, theresults of stepwise multiple regression showed that in spite of the significant relationship between organizationalstructure, research and development system, staff characteristics and organizational culture on the one hand and corporateentrepreneurship, on the other these indices are not among the factors affecting corporate entrepreneurship. Rather, leadershipstyles and organizational strategy were found to be effective factors. Finally, the contributing factors were ranked,with the organizational strategy gaining the highest average rating.

This paper aims to evaluate the financial performance of manufacturing industries member of the Tehran Stock Exchange.The MCDM method is applied to Evaluate five industry members of the Tehran Stock Exchange. Each industry includesseveral companies. Evaluation criteria in this study were identified using literature research and data are needed for the years1386 to 1391, the Tehran Stock Exchange databases were collected. FAHP method is applied to determine the weight ofcriteria. After determining the weight of criteria, TOPSIS and VIKOR are applied as compromised methods to evaluate thecompanies. In the compromised method the distances of positive ideal solution and negative idea solution are consideredsimultaneously. On the other hand, the maximum distances of ideal solution are also considered. Finally, using the result ofTOPSIS and VIKOR and then taking advantage of the linear assignment method, and the results of calculations carried outpriorities final step after each stage is given. In the end, the conclusion is presented.

Undoubtedly, nowadays, the technology of information and communication has so intertwined with human life that its effecton every aspect of life has increased. Perhaps, we heard about the creation and expansion of teleworking on various issues.Unfortunately, until now, this important issue has not been achieved in our country. Failure in this area has many questionsthat finding their answers persuaded the writer to identify the factors affecting the implementation of teleworking. Thepurpose of this study is to identify factors affecting teleworking in executive agencies. In this research, a number ofindicators obtained through interviews with experts and elites of statistics' population and reliable source and articles. Somequestions was introduced for each of the indicators and for answers, the likert' quintuple range was determined. To analyzeresponses by using the factor analysis, by SPSS software, underlying factors were identified. Rotated factor matrix locatedten categories as the basis. These ten categories are:1- organizational infrastructure 2- the quality of individual and organizational life 3-organizational strategies and employees'engagement 4-individual's factors 5-environment and organizational structure 6-occupational factors 7-employees' motivation8-managers' attitude 9-employees' attitude 10-cultural factors attending to the relative importance of variables and specificquestions of each factors, organizational infrastructure factor is the most important and cultural factors are the leastimportant.

Stock price prediction is a very important financial topic, and is considered a challenging task and worthy of the considerableattention received from both researchers and practitioners. Stock price series have properties of high volatility, complexity,dynamics and turbulence, thus the implicit relationship between the stock price and predictors is quite dynamic. Hence, it isdifficult to tackle the stock price prediction problems effectively by using only single soft computing technique.In this research, in the first step, the possibility of predicting stock price of National Iranian Copper Industries Company wasstudied. Then, for predicting of stock price after one day neural network of MLP by learning algorithm of Levenberg-Marquardt were used. Then optimize structure of neural network was trained with the standard BP algorithm, the learningrate is 3/0 has the best performance. And for this learning rate, sensitive of standard BP algorithm was calculated to minimizelocal. At the end, standard BP algorithm with momentum is used. The results showed that predicting by standards BPalgorithm with momentum is better than the standard BP algorithm.

Stock price prediction is a very important financial topic, and is considered a challenging task and worthy of the considerableattention received from both researchers and practitioners. Stock price series have properties of high volatility, complexity,dynamics and turbulence, thus the implicit relationship between the stock price and predictors is quite dynamic. Hence, it isdifficult to tackle the stock price prediction problems effectively by using only single soft computing technique.In this research, in the first step, the possibility of predicting stock price of National Iranian Copper Industries Company wasstudied. Then, for predicting of stock price after one day neural network of MLP by learning algorithm of Levenberg-Marquardt were used. Then optimize structure of neural network was trained with the standard BP algorithm, the learningrate is 3/0 has the best performance. And for this learning rate, sensitive of standard BP algorithm was calculated to minimizelocal. At the end, standard BP algorithm with momentum is used. The results showed that predicting by standards BPalgorithm with momentum is better than the standard BP algorithm.

The main competitive advantage of economic aims is described as the development in an appropriate speed that is incommon with the world. The field of research and development is a critical matter for innovating of firms. In this article, wetry to analyses and Investigating of relation between institutional ownership, capital structure and investment based on R&D.in this paper 20companies are studied who are accepted and have been active in Tehran stock exchange between the years1385(2006) to 1391(2012). This research is categorized as applied research based on its ambition. Also, this research is in thesense of correlation kind. The method of data gathering for this paper is field method. We also utilized multivariateregression with taking combining data and cross-sectional data into account. To analyses and assessing the researched data aswell as examination of research hypothesis, we used two different forms of statistical methods which are known asdescriptive and illative. Firstly, with the use of descriptive static we described the feature of data population and then in orderto recognize the parameters of the formula and investigate the examination of research hypothesis we used Views 6 software.The findings showed that there is not any meaningful relation between the ownership and investment in the field of R&D.moreover; there is not any meaningful relation between capital structure and investment in the field of R&D.

Subject of organizational spirituality is among new organizational discussions that survey in this field and its effect onemployee’s performance was considered by researchers. The main aim of this research is recognizing factors oforganizational spirituality which performing them in organization will increase employees performance and is consideredaccording to elements as teams sense of community, alignment with organizational values, sense of contribution to society,enjoyment at work, opportunities for inner life, in Qazvin province office and dependent units by ranking accidental samplingway. Recognizing relation kind between organizational spirituality factors and optimum level of employees’ performance ismeasured by linear and non-linear regression test and equations system of linear and non-linear and estimating mathematicsfunction and differentiation. Final results had shown that some organizational spirituality factors have direct and linearrelationship with employees’ performance and some other has indirect relationship. So managers and authorities should payattention to developing organizational spirituality to maximizing employees’ performance.

The purpose of this research is studying influence of 12 factors on Customer’s attitude and Tendency to acceptance Internetshopping. We considered 29 hypothesize. The statistical population is actual and potential customers of online shops in Iran.We selected a random sample of size 500 from population. Our data were collected by questionnaire and library method.Using measurement tools, content validity and reliability were checked. Our results show 19 hypothesizes from 29 ones areaccepted and 10 hypothesizes are rejected. Except Income factor, other factors influence on acceptance internet shopping.The greatest effect is related to Customer intention for Internet shopping. Risk-taking has a minimal impact on the Attitudeinternet shopping experience, and Satisfaction has a significant impact on intention to buy.