نشریه مطالعات توسعه و مدیریت منابع
پیاپی 2 (تابستان 1402)

today's competitive business world, various industries and organizations use various customer relationship management strategies to improve their relationship with customers. But today, the traditional methods of communicating with customers are not the answer to managing this relationship between customers and organizations. This research has investigated the impact of social media marketing on customer participation in creating value in the Shoe and Leather Industry. The current research is descriptive-survey. The statistical population of this research includes customers of Novin charm Company's Instagram page, whose number is unlimited, and according to Morgan's table, the sample size was determined to be 384 people. The data collection tool included standard questionnaires, and the collected data were tested and analyzed by structural equation method and PLS3 software. The results showed that social media marketing has a significant effect on customer engagement with the brand; Customer participation had a significant impact on value creation; The impact of social media marketing on value creation was positive and significant; And finally, the mediating role of customer-brand engagement in the relationship between social media marketing and value creation was significant.

The current research was conducted with the aim of investigating and evaluating the strategies for providing sustainable financial resources in Marvdasht Municipality. In this research, along with evaluating and analyzing the revenue sources of Morvdasht municipality in a five-year period (2018-2022), introducing sustainable financial resources and evaluating the potential strategies of providing these financial resources in this municipality. The research method in this study is descriptive-survey, cross-sectional and applied. The research data were analyzed using SPSS software and in two formats, descriptive statistics and inferential statistics (including: T-TEST of two independent groups, SWOT analytical model and Student's t-test). The research findings from the comparison of the average of two independent communities (administrators and researchers) on the issue of stable and unstable incomes of Marovdasht Municipality indicate a lack of mutual understanding between the two groups regarding the previous activities of the urban management system. In addition, the results of this research showed that the income from public tolls and the income from municipal funds and properties are among the stable sources of income, and donations, gifts, and assets are among the most unstable municipal incomes. Also, by evaluating the score of internal strategic factors in the form of strengths and weaknesses and evaluating the score of external strategic factors in the form of opportunities and threats, it was determined that this score is placed in the conservative strategy section.

The purpose of the research was to explain the relationship between business ethics, organizational loyalty and employee productivity. The research population is made up of the employees of Eghtesad Novin Bank of Fars province, approximately 300 people, of which 160 people were selected as a sample using a one-stage cluster sampling method. The data obtained through questionnaires and were analyzed using Pearson's correlation coefficient and regression simultaneously.The results showed that there is a significant relationship between business ethics and its components (responsibility, honesty, justice and fairness, loyalty, respect for social values and norms, respect for others, superiority and competitiveness). and productivity. There is a significant positive relationship between organizational loyalty and productivity. Also, the results of regression analysis showed that organizational loyalty can significantly predict productivity.

Nowadays organizations are extensively looking for ways to interact and make effective contact with customers. Internet technology (IT) make able organizations to attract new customers. it traces both customers’ online behavior and performance, besides, making communications, products, services, and prices unique. The present study is aimed to identify and prioritize the success factors in electronic customer relationship management (E-CRM) through the use of the Ordinal Priority Approach (OPA) in the central branch of Parsian Insurance Company. At first, the identified factors from related studies are validated by using the Fuzzy Delphi Method (FDM). In the following, the final rank and weight of each factor are calculated by means of OPA. According to the obtained results “existence of appropriate technical, communication infrastructures”, “allocation of needed financial resources”, and “support, commitment, and learning of top and senior managers” are determined as the most substantial factors in E-CRM success. In contrast, "capable of integration with other systems", "learning culture", and "existence of complaint system" are recognized as the least important E-CRM factors in the Persian insurance enterprise.

Students are the main customers of the education system in universities and measure the quality of educational services by their expectations and perceptions of the services received; Therefore, now in all scientific centers of the world, students' views on all aspects of educational services provided in higher education institutions are considered as a necessary factor in monitoring the quality of education. Accordingly, this study was conducted with the aim of mediating the role of student satisfaction in the relationship between service quality and student loyalty. The statistical population of this study consists of graduate students of the University of Isfahan, whose number is about 4469 people. To select the sample size using Cochran's formula, a sample of 351 people was selected in a stratified manner appropriate to the volume. To measure the quality of services, Shahverdiani (2010) questionnaire, student loyalty and student satisfaction questionnaire of Zandavanian et al (1397) were used. The reliability of the questionnaire was evaluated by Cronbach's alpha coefficient and its composite reliability and validity were evaluated by construct and content validity. The research hypotheses were analyzed using structural equation modeling technique. The results showed that from five dimensions of service quality, tangible factors, reliability and empathy have a positive and significant effect on student satisfaction, but Responsiveness, Assurance does not have a significant effect on student satisfaction. On the other hand, student satisfaction has a positive and significant effect on student loyalty. The results of mediator role also showed that student satisfaction plays a mediating role in the relationship between tangible and reliability factors and empathy with student loyalty, but student satisfaction does not play a mediating role in the relationship between Responsiveness and Assurance with student loyalty.

One of the effects of cultural intelligence is to increase the productivity of human resources of organizations.In business,cultural intelligence is an important source of productivity,and to get things done,workers and professionals need to apply the advice and support of others beyond the corporate hierarchy.The present study aimed to investigate the cultivation and flourishing of cultural intelligence in organizations.The case study of Fars Gas company which examines the age,gender,education and work experience of employees.the peresnt study is applied from the perspective of the objective and from the perspective of the metod of collecting desciptive data is correlational.The statistical population of the present study includes the employees of Fars Gas company which is equal to 700 people.The results of structural equation modeling showd that cultural intelligence has a significant effect on behavior and its effect on human capital productivity has a significant effect.