نشریه مدیریت استاندارد و کیفیت
سال یازدهم شماره 3 (پیاپی 40، پاییز 1400)

Complaint management has always been an important tool for marketing managers to deal with grievances; Especially in the service sector where customers evaluate the performance and not the product itself. Constant focuse on the factors affecting the complaining behavior of customers is considered as the main factor in the success of marketing programs. this study aims to investigate the factors affecting the complaining behavior of customers. The statistical population includes all customers of Ardabil Airport. The sample size based on Morgan table was 312 people who were selected by non-random sampling method. Data were collected using the standard Lin Jane (2009) questionnaire and validity based on structural, diagnostic and convergent methods and reliability was assessed using a combined method. Conceptual model estimation was performed using structural equation modeling and LISREL software. The results showed that understanding the value of complaints has no effect on customers' complaining behavior; However, the effect of the possibility of success of the complaint, attitude towards the complaint, willingness to complain, behavioral control, previous experiences and perception of alienation on the complaining behavior of customers was confirmed.

In today's competitive environment, service quality and brand equity are two important categories in marketing. Adoption of differentiation strategies, including standardization and customization of services, is essential to survive in a competitive market and retain customers. The present study, using the context and cognitive context obtained from basic research, seeks to meet human needs and improve and optimize tools, patterns and objects in order to develop comfort and improve the standard of living of individuals. According to this the main purpose of the study is to investigate the effect of standardization and customization of services on brand equity by considering the mediating role of service quality in high-speed internet companies in Isfahan. Research is the category of basic research and correlation in terms of applied purpose and descriptive nature. The statistical population of the customer research is the companies providing high-speed Internet service in the city of Isfahan, which through a randomized sampling method based on the rules of structural equations, 230 customers have been selected for the study. The data collection tool is a questionnaire. The validity of the questionnaire was confirmed by convergent validity, divergent validity and reliability by Cronbach's alpha and combined reliability. Smart-PLS software has been used in data analysis with partial least squares approach. The results showed that standardization and customization of services have a positive and significant effect on functional and technical quality and in terms of functional and technical quality on brand equity in high-speed internet companies. The results also confirm the mediating role of functional and technical quality in the relationship between standardization, customization and brand equity.

Over the past thirty years, logistics has undergone tremendous change from a purely operational performance that led to sales or production and focused on securing supply and delivery lines to customers, with the transformation of intelligent technologies into a professional operator. In today's world, the fourth generation of industry has forced companies to rethink how their supply chain is designed. In this case, in addition to the need for adaptation, supply chains also have the opportunity to reach operational horizons, use emerging digital supply chain business models, and transform the company into a digital supply chain. One of the transformational technologies that has had a tremendous impact on the supply chain in this regard is IoT technology. This technology, as one of the largest sources of data production, can facilitate supply chain processes in all its dimensions. However, due to the presence of the Internet and the location of supply chain components in the context of information networks, this digital supply chain always faces major challenges. Therefore, in this paper, an attempt was made to examine and prioritize the most important challenges of implementing a supply chain 0/4 using a nonlinear hierarchical analysis method. In order to investigate these challenges, the opinions of experts active in the supply chain of Fast-moving consumer goods industries (FMCG) were used as a case study as well as some academic experts.The results show that the lack of technological infrastructure and security challenges are the most important challenges of implementing supply chain 0/4 in the era of digital developments, which should be given special attention for a successful implementation.

In engineering and industrial production, the quality control and quality engineering department are designing methods by which the factory can ensure the quality and customer-friendliness of its products. The main topic of quality control is related to sampling of products, inspection of those samples and generalization of results to the total accumulation of the product, which is done based on Statistical Method. This study aims to design an applied model of Statistical Process Control in a Fuzzy Environment and investigate its effects on Dadash Baradar Industrial Company. This is an applied and descriptive research. Considering the seven characteristics of Chocolate, the defects of the products are identified. Library studies are carried out to extract the number of defects, as a result of which a Fuzzy Mode Method is designed, then through meetings with experts and review of products samples, Fuzzy numbers appropriate to the type of defect were identified. Next, using Matlab software for the Fuzzy Mode Method, it was coded in U-C diagram to display the outputs as linguistic terms: under control, relatively under control, relatively out of control and out of control, which represent the quality level of the product. Based on the results of this model, it was found that the Statistical Process Control method in Fuzzy Environment has a more accurate and intelligent performance than the classical method. Due to this important issue, implementation of the new method was proposed to the company

Today, corporate social responsibility has become more widespread than ever before with the addition of issues such as the environment and human rights. One of the most important issues in management is the social responsibility of firms and companies. Corporate social responsibility means the obligation to be accountable. This study aims to evaluate social responsibility based on the social dimension of companies and analyze the current situation of these indicators in the reports of companies listed on the Tehran Stock Exchange to identify the current situation. In this study, the social dimension of corporate social responsibility disclosure is presented in a comprehensive manner by studying internationally recognized standards and guidelines and through questionnaires, factor analysis and other statistical methods. Also, the level of disclosure of social responsibility and its current status has been evaluated and analyzed through the content analysis of the reports of the board of directors of Iranian companies. In addition, the relationship between level of disclosure of corporate social responsibility based on the social dimension and the sustainability of companies based on criteria which themselves are based on accounting data and market data has been examined by considering some characteristics of companies. It was analyzed using SPSS software and data of New Outcome software between 94 and 98 years.The results show a low level of disclosure of the social dimension of social responsibility in companies listed on the Tehran Stock Exchange. For this reason, it is necessary to develop appropriate standards for reporting and disclosure of these indicators in the annual reports of companies to meet expectations of the Iranian capital market. Finally, the main hypothesis of the research was confirmed, which showed that the degree of disclosure of the social dimension of social responsibility has a significant effect on the sustainability of companies.

Competitive advantage is one of the most important issues in leading organizations, especially insurance companies, given the importance of the issue; The present study aimed to determine the effect of intellectual capital on competitive advantage with respect to the mediating role of identifying problems within the organization and the moderating role of knowledge management heterogeneity in an insurance company. The present study aimed to determine the effect of intellectual capital on competitive advantage with respect to the mediating role of identifying problems within the organization and the moderating role of knowledge management heterogeneity in an insurance company. The present study is an applied research in terms of purpose and descriptive-survey in terms of methododology. The statistical population of this research includes the employees of the branches of an insurance company in the west of Tehran. The sample size was calculated based on Cochran's formula of 294 people. Sampling method in this study was simple random sampling. Content validity ratio index and confirmatory factor analysis were used to assess the validity of the questionnaire. Cronbach's alpha coefficient was used to calculate the reliability. To analyze the collected data and to determine the relationships between variables, the structural equation modeling technique was performed using Smart PLS software. Based on the research results, it was found that intellectual capital is