نشریه مطالعات مدیریت و توسعه پایدار
سال سوم شماره 1 (پیاپی 9، بهار 1402)

The purpose of this research is to prioritize effective factors in electronic customer relationship management at Golestan Gas Company. In terms of method, this research is in the field of applied research, which is descriptive survey research. For data analysis, the opinions of organizational and experimental experts in the field of marketing management have been used. The data collection tool is a researcher-made questionnaire. The questionnaire has been distributed to the statistical population of employees, experts, and deputies of Golestan Gas Company. Data analysis has been done by experts using Interpretive Structural Modeling (ISM) and Delphi method using questionnaire tools. Also, the constituent elements of the electronic customer relationship management model have been determined from theoretical literature. The output of this step was to identify 50 components in the form of six main dimensions. The findings showed that the six main dimensions of electronic customer relationship management include communication, electronic, technological, managerial, informational, and driving factors.

Sustainable marketing is one of the marketing innovations that flourished at the same time as environmental protection movements. The present study was conducted with the aim of investigating the effect of the consumer's perceived value of sustainable marketing characteristics (relative advantage, compatibility, complexity, testability) on the willingness to participate in the recycling of packaging containers. This research is based on practical purpose and in terms of data collection method, it is descriptive and survey of correlation type. The statistical population includes the customers of a number of fast-food restaurants in Isfahan, and using Cochran's formula, the sample size was estimated to be 384 people. In this research, an available sampling method was used to collect data from a researcher-made questionnaire, whose validity was confirmed by calculating convergent and divergent validity and its reliability through Cronbach's alpha index. In statistical analysis, a structural equation modeling approach and Smart-PLS software have been used. The results showed that relative advantage, complexity, and testability have a significant effect on the perceived value of the consumer, but compatibility does not have a significant effect on the perceived value of the consumer. Also, the perceived value of the consumer has a significant effect on the willingness to participate in the recycling of packaging containers. Relative advantage, complexity, and testability have a significant effect on the willingness to participate in packaging container recycling through the mediating role of consumer perceived value, but compatibility does not have a significant effect on the willingness to participate in packaging container recycling through the mediating role of consumer perceived value.

Effective supply chain management has become an approach to ensure competitive advantage and improve organizational performance; Because there is no more competition between organizations, but competition between their supply chains. In the current research, the resilient management of the supply chain and its effect on the sustainable performance of the supply chain have been investigated. In terms of the purpose, the current research is one of the applied studies that was conducted with a qualitative method and with an exploratory purpose, and finally, the results were obtained using the Grounded Theory Approach. In this research, a systematic literature review method was used to identify resilient supply chain measures and sustainable performance criteria based on the subject literature were extracted. Also, a model that shows the relationships of resilient supply chain management and how it affects sustainable performance is presented. The results indicate that sensitivity to the market and its changes leads to moving towards resilience to deal with vulnerability. Of course, factors such as process control, quality improvement, as well as the existence of a suitable purchasing and procurement system, management of relationships with suppliers, the existence of a suitable transportation system and the existence of technology and information technology are considered to be other effective factors that human resources measure in the implementation of these Factors play an important role. By achieving resilience through these measures, social, environmental and economic sustainability is achieved, which leads to a competitive advantage.

In general, conceptual models are used to express and depict the concept of sustainability, and in recent years, various models have been presented by researchers and analysts in this field to express and show the concept of sustainable development. In this research, which is a type of review and library research, an attempt has been made to examine and analyze the evolutionary process of sustainable development models and the contents expressed around sustainable development models. For this purpose, a number of more than 50 articles in the theoretical field of sustainable development and its models were examined and explored, among which 39 best articles based on content and content were used as sources and references. By expressing the evolution of sustainable development models over time, this research has presented a single collection in the form of a review article with a critical approach including capabilities, capacities, strengths and weaknesses of sustainable development models that have been proposed at the global level. The results of this research show that the lack of independence of the three dimensions, ignoring the time dimension, and paying less attention to the environmental dimension are among the main problems of the existing models.

This research has been done with the aim of providing an effective model for evaluating the health policies of the administrative system according to the upstream documents in the Ministry of Economic Affairs and Finance. This research is a combination of qualitative and quantitative methods, so that at first, by conducting library studies, 108 policy titles were counted as primary codes (parts of speech), which were divided into 23 basic themes (components) and then into 6 organizing themes (dimension) included administrative, social, economic, political, judicial, and financial dimensions. The initial model was verified by experts. The statistical population of this research includes 4062 employees of the headquarters and provincial general offices of the Ministry of Economic Affairs and Finance, and according to Cohen's sampling method, 205 samples were selected using the stratified sampling method. The initial model was tested in this sample. The validity of the questionnaire was calculated as (86.1 percent), the internal reliability of the questionnaire was also calculated using Cronbach's alpha, and considering that the values of Cronbach's alpha were higher than (0.7), the internal reliability of all dimensions was confirmed. Data analysis was done using SPSS and Smart-PLS software. Statistical methods of confirmatory factor analysis, structural equations and single-sample t-test have been used to investigate the research questions. As a result, according to Cronbach's alpha indices score and composite reliability higher than 0.6, factor loading higher than 0.5 of the questions, root-mean-square index score of the standardized residual equal to 0.039, the validity of the model was confirmed.

In this study, a comprehensive model has been adopted to investigate how innovation capabilities affect organizational performance and how the mediating effect of intellectual capital has also been considered. Thus, the aim of this research is to investigate the effect of production, process and administrative innovation capabilities on organizational performance, considering the mediating role of intellectual capital of Payame Noor University, Shiraz center, which is using Structural Equation Modeling (SEM) based on Partial Least Squares (PLS) Was performed. The elements of innovation capabilities analysis include production capabilities, process capabilities, and administrative capabilities. The results showed that production capabilities, process capabilities, and administrative capabilities have positive effects on intellectual capital in Payame Noor University, Shiraz Center. The impact of intellectual capital on organizational performance has been significant. In sum, intellectual capital has a mediating effect on the relationship between innovation capabilities (production, process and administrative) and organizational performance in Payame Noor University, Shiraz Center. Intellectual capital is a mediating effect between innovation capabilities and organizational performance that aim to increase organizational performance.

The present study analyzed the circular role of service revival in the influence of ethical marketing on customers' attitudinal loyalty. The results have been obtained by examining the opinions of customers of LC Man clothing stores in Tehran. The research method is descriptive, which was implemented by the survey method. The sample size of the research was 384 people, which was obtained based on Cochran's formula based on an unknown statistical population. Non-probability sampling method was available. Data collection was done based on ethical marketing questionnaires by Safari et al. (2016), service revival by Sengupta et al. (2014), and attitudinal loyalty by Ivanchitzky et al. (2006). The validity of the questionnaires was examined and confirmed based on content validity using the opinions of experts, face validity based on the views of a number of statistical societies, and construct validity using the factor analysis method. Attitudinal loyalty was estimated at 0.84 and service recovery at 0.77. Data analysis was done at two levels, descriptive statistics and inferential statistics, including structural equation modeling by Smart-PLS statistical software. The results showed that ethical marketing and service revival has an effect on attitudinal loyalty with effect coefficients of 0.336 and 0.355, respectively, and ethical marketing has an effect on service restoration with an effective coefficient of 0.413. Finally, it can be said that ethical marketing has, directly and indirectly, affected the attitudinal loyalty of customers; In other words, service revival has played a mediating role in influencing ethical marketing on customers' attitudinal loyalty.