نشریه مدیریت استاندارد و کیفیت
سال دوازدهم شماره 1 (پیاپی 42، بهار 1401)

The purpose of this study is to explain the effect of using social media on the dimensions of customer engagement and Relationship quality in coronary and brand value co-creation by considering the moderating role of perceived vulnerability. The present research is applied in terms of purpose and descriptive-survey in terms of nature and method and is cross-sectional. The statistical population of the study is tourists in Isfahan, in which 400 people were selected as a sample. The data collection tool is a questionnaire. In this study, content validity and construct validity were evaluated and reliability was obtained through factor loading coefficients and Cronbach's alpha and combined reliability. Confirmatory structural equation modeling and Spss 25 and Smart Pls 2.0 software were used to analyze the data. The results show that social media has a positive and significant effect on cognitive engagement, emotional and functional engagement. Cognitive engagement, emotional and Behavioral engagement have a positive effect on the quality of Relationship in coronary conditions and also the quality of Relationship in coronary conditions on brand value co-creation. It is significant and perceived vulnerability is able to moderate the impact of communication quality on brand value co-creation.

Creating information technology in the main business strategies of manufacturing and industrial companies and gaining the strategic position of "information technology as a business partner", on the one hand, an opportunity to reduce costs and acquisition time and increase product quality, and on the other hand, a threat to business The company is concerned with the continuity of services and the ability to return after the crisis due to its dependence on IT services. Standards and methods such as IT service management system (based on ISO / IEC 20000-1 or ITIL framework) help to properly manage services and reduce the level of risk resulting from this change in proportion to the level of maturity of the company's IT processes. In the present study, with the method of library studies and case study, while explaining the basic concepts of IT service management system and measuring the level of maturity of processes, the process maturity measurement model for ITIL processes in the company under study and objective and reliable results For companies with a similar background. The results of this study show that out of 30 processes and functions under evaluation, 4 processes of strategy management, operations management, asset management and configuration, testing and validation of the lowest level of maturity and 5 processes of business continuity management, change assessment, knowledge management, supplier management And security management have the highest level of maturity.

The purpose of this study is to investigate the relationship between supply chain integration and the performance of companies active in the field of drug production and medical equipments through quality management. The statistical population of the study is all companies producing drugs and medical equipments in Iran. Sampling method is a simple possibility using Cochran's formula, based on which 260 questionnaires were distributed among companies, of which 170 questionnaires were collected. From the point of view of purpose, this research is applied and in terms of nature and method, it is a survey- descriptive. Structural equation modeling was used to analyze the data. Findings indicate that supply chain integrity affects firm performance through quality management. Also, the effect of different dimensions of supply chain integration on quality performance and business performance of companies active in the field of drug and medical device production through quality management was investigated. The results show that the dimensions of internal integration, integration with suppliers and integration with customers have a positive effect on quality performance and business performance of companies through quality management.

In this paper, we tried to investigate the factors affecting the value of the brand of industrial production of North Drilling Company, which is one of the drilling companies in Iran's oil and gas well drilling industry. This research, in terms of purpose, is a part of applied research and in terms of path and method of data collection as part of descriptive-survey research, and information analysis has been done through structural equation method. The study population included experts and managers of engineering, drilling, commerce, operations and legal affairs, and contractors of companies under the contract of North Drilling Company. A questionnaire was used to collect data. 300 questionnaires were distributed randomly among experts and managers of these companies. 290 questionnaires were collected and analyzed by Lisrel software. The reliability and validity of the questionnaire were confirmed using the Cronbach's alpha coefficient and in terms of professors and management researchers. The analysis showed that these factors (trust and quality of relationship) have a positive impact on the value of the brand in the industry

In recent years, due to widespread competition and increasing competition in the banking industry, as well as the entry of private banks in this field, the level of quality of services provided to customers has been considered by many researchers and managers. The purpose of this study was to present a model for the establishment of comprehensive quality management in the branches of Bank Melli in Yazd province. This research is applied in terms of purpose and descriptive-survey in terms of nature. The statistical population of this study was the managers, deputies and employees of Bank Melli branches in Yazd province. Data collection tool in this study was a questionnaire that was first used to complete the questionnaire of pairwise comparisons between identified factors and to present the conceptual model of the research using interpretive structural modeling approach, 12 managers and deputies of Bank Melli branches in Yazd province as Samples were selected using available sampling method. Then, after designing the conceptual model of establishing total quality management and in order to fit the conceptual model obtained based on the structural equation approach approach and Smart PLS software, 270 questionnaires were distributed among the employees of Bank Melli branches in Yazd province, of which 236 questionnaires were returned. The results of this study showed that the top management commitment is known as the key and basis of the model of establishing total quality management in the branches of Bank Melli in Yazd province, which has a positive and significant effect on the application of policy. The results of this study also showed that the application of policy and the development of short-term and long-term plans for comprehensive quality management has a positive and significant effect on customer relationship, evaluation and feedback and staff training. Other results obtained in this study include the effect of customer relationship, evaluation and feedback and employee training on process improvement and control, employee participation and innovation. The results obtained in this study can serve as a beacon for improving the quality management of total quality within the banking system in the National Bank of Yazd Province.

TQM is the change of management paradigm and a new organizational culture that could be the source of achieving competitive advantage and organizational innovation. The present study was carried out aimed to investigate the impact of TQM and its soft and hard aspects on competitive advantage with the mediating role of green innovation. This study is considered as applied research in terms of purpose and descriptive-survey research in terms of the data collection method. In this study, the statistical population were the managers, senior nursing officers and quality improvement staff of shiraz hospitals, from which 158 people were selected according to Cochran’s formula by stratified random sampling. The data collection tools were three questionnaires . The validity of the questionnaire was confirmed to be convergent and consistent, and the reliability was confirmed using Cronbach's alpha coefficient. In order to analyze the data, the SPSS 24 software was used for the inferential statistics, and the LISREL8.8 software was used to fit the path. The findings of the research demonstrate that the relationship of two hard and soft aspects of TQM have positive and significant relationship with competitive advantage and green innovations. Also the mediating role of green innovation increase the effect of TQM’s aspects on competitive advantage, but soft aspects is more effective than hard ones.