نشریه مدیریت عملیات خدمات
پیاپی 3 (بهار 1398)

The purpose of this study is to develop a model for local tourism businesses in order to achieve strategic innovation in this field.

 This study employed descriptive-analytical method and exploratory approach. The statistical population of the study consisted of managers and experts with more than 10 years of experience in Tourism Development Company of Guilan province. First, based on semi-structured interview, 23 of the participants were interviewed. Next, the questionnaires containing the information extracted from the research model were randomly distributed among 141 managers and experts of Guilan travel agencies. Qualitative data analysis was carried out by fundamental theory and questionnaire data were analyzed by means of factor analysis. In order to ensure the validity, based on Cresol criteria, a comparison was made between the paradigm model of this study and the previous ones. MAXQDA 10 software was used to analyze the interview data and SPSS 21 and LISREL were employed for the analysis of the questionnaire data

 In the process of analyzing the interviews, 32 basic concepts were open coded in the innovation field. Then, in axial coding based on the thematic similarities, 12 main concepts and finally five categories emerged in the form of a paradigmatic model; afterwards, in the quantitative research phase, the post-test model was confirmed.

 The results showed that the knowledge-building capacity of tourism companies leads to strategic innovation through various components including open innovations, knowledge-based dynamic capability, knowledge from external sources, basic skills and experience, communication structure and knowledge dissemination.

Given that many service companies are operating today, all of them aim to attract customers by creating a sense of satisfaction and loyalty in them. One of the ways that can be considered as a solution is to improve the provision of services and fix the defects in the types of services that is directly related to customer loyalty.

The statistical population of this study consisted of an unlimited number of applicants. Through Cochran formula, 384 customers and representatives of industrial companies subject to central workshop services were selected as the sample. The validity of the researcher-made questionnaire used to collect the data was confirmed by 15 maintenance engineers.

The findings of the study show that there are various significant effects: defective service on service improvement, service improvement on perceived justice and satisfaction, perceived justice on emotions, loyalty and satisfaction, and perceived emotions and improved satisfaction on loyalty with the mediating effect of satisfaction. However, perceived emotions were found not to have a significant effect on loyalty

The results of this study provide a valuable scientific resource for marketing companies and industrial services.

The purpose of the present study was to investigate the impact of web vendor service marketing strategy on purchase intention with an emphasis on perceived risk and customer trust in social network of Digikala.

This field study is of applied type in terms of its purpose and a descriptive research in terms of data collection. The statistical population of the study included all customers of Digikala social network. As such, 384 individuals were selected by convenience non-probability sampling method.  The data were analyzed by SPSS 23 and PLS 2 softwares.

The results of the study indicate that the web vendor service marketing strategy has an effect on product price risk, web vendor security risk and product quality. In addition, product price risks, product quality risks and web vendor security risks affect customer’s trust and lastly, customer’s trust in vendor’s online services has an impact on online purchase intention.

It is concluded that paying attention to web vendor service marketing strategy is of paramount importance in reducing the perceived risks of customers. The suggestions of this study can be of help to online retailers in boosting trust in web vendor services and enhancing purchase intention.

The perceptional gap between headquarters and subsidiaries on the one hand and the gap between each subsidiary and the others on the other hand have turned the assessment of sales subsidiary performance a daunting task for organizations with geographically-dispersed structures. The present study relies on a triad of theories namely, heterarchical structures, due process and power obsolescence, to formulate a theoretical-applied framework for appraising the performance of provincial sales subsidiaries.

The framework employs BSC in combination with multi-criteria decision algorithms, AHP and TOPSIS to capture a comprehensive account of performance criteria. As a case study, the model was utilized to assess the performance of sales subsidiaries in Kerman Office Machinery Company.

The suggested framework focuses on the process through which an appropriate level of subsidiary involvement in assessment procedure is practically guaranteed. In addition, it seeks to improve the managers’ perceived process fairness as far as performance assessment is concerned. This may enhance subsidiaries’ support and increase their commitment to strategic organizational decisions and assessment outcome.

The objective of this study was to investigate the role of human sigma in improving the performance of sports organizations.

Based on Morgan sampling table, 560 individuals (380 athletes and 180 executives) were selected by cluster sampling. Questionnaires were used to collect the data. Confirmatory factor analysis was run to fit the model. To test the research hypotheses, the Kolmogorov-Smirnov test was first employed to identify the normal distribution of the data. Spearman correlation test and Kruskal-Wallis test were also run to determine the relationship between the variables. SPSS 24 software was used to analyze the collected data.

Factor analysis of customer participation, employee participation and performance questionnaires showed four, three, and four factors, respectively. Reliability coefficients of the questionnaire variables ranged from .91 to .96. The data were analyzed using an appropriate correlation coefficient and structural equation analysis. The results showed that there is a significant relationship between human sigma, performance, employee participation, and customer participation.

Sport organizations need to use the human sigma method to improve the process of managing employees and customers within the organization in order to achieve financial success, faster growth of the sports organization, human participation and cost concentration.

  This study aims at investigating the factors affecting the productivity of educational organizations and trainees’ use of e-learning in Rasht Advanced Skills Training Center.

This research is of descriptive-survey type and is classified as applied research in terms of its purpose. It is also a descriptive-correlational research because it examines the relationship between the variables under study.

The findings of the study showed a positive significant relationship between the media’s ability (with a statistical t of 6.106 and a path coefficient of 0.432), social relationships (with a statistical t of 3.336 and a path coefficient of 0.129), media experience (with a statistical t of 2.015 And a path coefficient of 0.092), acceptance behavior of the information and communication technology (ICT) (with a statistical t of 8.189 and a path coefficient of 0.396), information literacy (with a statistical t of 62.665 and a path coefficient of 0.090) and digital skills (with a statistical t of 3.432 and a path coefficient of 0.152), and productivity.

The results revealed a positive and significant relationship between media ability, social relations, media experience, acceptance behavior of ICT, information literacy and digital skills with productivity in Rasht Advanced Skills Training Center.