فصلنامه مدیریت بازرگانی
سال سوم شماره 7 (بهار 1390)

Value creation as an essential concept of value-based marketing has not been studied in Iran commercial banks with no native measuring scale. This study aimed at develops a native scale for measuring value creation and the measures index’s amount in Iran commercial banks. Accordingly as a result of theoretical and exploratory studies a comprehensive scale was developed which shows dimensions of value creation based on stakeholder approach. Validity of the scale is confirmed by 50 experts. The confirmed scale is questioned from 300 managers and officers of international department of commercial banks through a 2-page questionnaire. The findings are: (1) native scale for measuring value creation in Iran commercial banks in which the importance of dimensions are enterprise perceived value, competitor perceived value, customer perceived value, market perceived value respectively; (2) value creation in Melli, Saderat, Mellat and Sepah Banks is appropriate and in Tejarat Bank is inappropriate.

Today, electronic commerce is one of the key issues of almost any business. Electronic commerce is defined as the exchange between surroundings Including organization and people; the exchange which is based on information technology. Electronic commerce promotes communication and economic openness in national and international levels; electronic commerce changes the way a business works and therefore transforms traditional markets into new forms. Internet shopping is one of the new methods of purchasing. This method entails so many advantages and includes a great amount of buying and selling all around the world. Since our country has moved toward that way, identification of factors influencing buying on the internet would help fulfilling this movement. In this paper, effective factors on the internet shopping would be introduced and then by use of Group Fuzzy ANP Technique, the factors’ priorities will be defined. We concluded that risk of shopping is the most important factor identified. Among other important conclusions we came to is that consumers consider it useful internet shopping and confide in it.

Burnout is related not only with mental health staff but also with their productivity levels, so to become familiar with effective methods of coping with psychological pressure and recognition, prevention and overcoming burnout, while improving mental health improvement, will also play an important role in effectiveness and productivity of human resources and improve service quality.The purpose of this study is measured burnout status and its dimensions among one of employees commercial country’s banks and providing prevention and mechanisms to deal with it.Methods of research is practical and was conducted in manner of descriptive-survey. For data gathering are used Interviews and questionnaire and sampling is done in a combines manner (cluster, stratified and random sampling) Research results indicate that burnout is at a consideration situation and it’s necessary topmanagers had been noted to this condition that fatigue, job stresses and negative self-assessment of performance are most important to causes. Also research results indicate variables of gender, marital status, number of progeny, Education, province of work place and Work Experience affect the amount of burnout.

Nowadays customer are confronted with plenty of choices of different brands with in a product category. But since they allocate limited cognitive capacity to different information process, they can maintain only a few numbers of brands in their memory as the shopping main set. Marketing researchers wanted to know how a brand highlight in the customers mind as a member of this limited set that come to a consumers mind for a final purchase decision. Studies in psychology indicate that personality is an important indicator in a decision process of an individual. So in this article the influence of five major personality traits on size of customers’ consideration set is studied. The product involvement also is considered as a moderating variable in this relation. The statistical population of the present study was students of University of Isfahan. The sample size has been estimated 156 and it is used RPII questionnaire and one else questionnaire for data collection.The results indicate that with in the population studied the Big Five has no significance effect on consideration set size. But cognitive dimension on product involvement has positive and direct relation with consideration set size.

The key objective of this research is to test the effect of trust based on cognition and affection aspect, regard to 3 main issues as psychological differences, sale manager's marketing experience and sale manager's education level on perceived relationship effectiveness, dysfunctional conflict and functional conflict. The methodology based on descriptive researches and main tool for gathering data was questionnaire which distributed random between sale managers of FMCG industry. Partial Least Squares was used for analyzing the data and estimate the structural method. Results show that two aspects of interpersonal Trust (Affect-based and Cognition-based) have a positive effect on perceived relationship effectiveness. Also interpersonal trust has a negative effect on dysfunctional conflict. Cognition-based trust has no effect on functional conflict and Affect-based trust has a positive effect on functional conflict. Psychological differences between two managers have negative effect on both aspect of trust and results show that similarities between them would increase trust. Experience in marketing and sale manager's education level has no effect on interpersonal trust.

The inssurance industry is one of the service industries has significant competition and innovation. With regard to importance of innovation issue for top managers of Iranian insurance companies, a conceptual model has been developed for Corporate Innovation Capability concept. In this paper, after describing the research problem, innovation concept with comparative review of recent theories of innovation have been presented. Then, with a detailed review of literature and previous research papers, an initial research framework and applied research method has been proposed. The main and final section of paper assigned to describing the result of research in different steps of qualitative modeling process. The agreed concepts those are related to corporate innovation capability, the elicited and analyzed experts Cause Map, the elicited collective causal maps, and the final proposed model for insurance industry are the modeling results for this paper.

In recent decades energy sector has been most important division in sociopolitical national and international dialogs. Policy making in energy sector in Iran is a strategic subject because of independency of our national revenue to oil & gas export in one way and huge oil & gas reservoirs in Iran (137 billion barrel in oil and 28.3 million cubic meter in gas) in other hand. This paper investigates the gas consumption in home/business, power plant, industry, injection to reservoirs and export sector at the past years and then forecast it in any sectors.gas allocation affected by some variables such as weather, national stability, gas price and so on. Data gathered and analyzed monthly by EVIEW6 software. Results shown that gas consumption in any section affected by home/business consumption.

Evaluation in organizations has been important to the extent that knowledge management experts say: "what cannot be measured, cannot be managed" bank managers today for planning and administrative needs as its branches Making and performance assessment are the branches so they can compare their branches and of their strengths and weaknesses to be aware.So, the banks, specially state banks that are structurally massive flow of funds and sometimes the responsibility of their responsibility is the administration, promotion, even one percent improvement in their programs, assistance to the remarkable service to the people Bank management and offersQvamyn banks in this regard, always try to monitor their performance, but have so far lacked a performance evaluation model based research has been done.This article is intended to model its comprehensive database to evaluate the performance Qvamyn be given after verification model to assess the performance of branches in Tehran to be paid. This model is presented in three dimensions but ultimately it was approved in two dimensions.The most important aspects of innovation in this article, after considering customer satisfaction and staff with some components that somehow lower in the banking industry and the country has been used it has been noted.

In this research, we have investigated the relationship between psychological and social factors and green consumer behavior in Tehran. With a sample size of 316, we have examined 15 hypotheses. The positive significant relationship between environmental attitudes, personal norms, perceived consumer effectiveness, and social (injunctive) norms with green consumer behavior dimensions (Green purchase, supporting intent of green consumers and green conserving behavior) have been confirmed. But there was no evidence of strong relationship between environmental attitudes and behaviors of high involvement green consumers in comparison with low involvement consumers. After hypotheses testing, we ranked the psychological and social factors and behavioral dimensions. For psychological and social factors the ranks at descending order are: environmental attitudes, social norms, personal norms, perceived consumer effectiveness. For behavioral dimensions the ranks at descending order are: green purchase behavior, environmental supporting intent, environmental conserving behavior.

This paper investigates the role of factors affecting the quality of the service provided by state banks in Karaj in their key customers’ satisfaction. The conceptual framework of this research shows the effect of factors such as empathy, assurance, responsiveness, reliability and physical realities on customer satisfaction. Using a descriptive method, this idea has investigated through using a questionnaire on a sample consisting of 390 customers who has opened their account less than a year ago and whose minimum bank account is not less than one percent of that branch’s total current and saving accounts.The results of the inferential analysis of the data using a Pearson correlation coefficient shows that it can be said with 99%confidence that as each of the investigated criteria increases, key customer satisfaction also increases. The study also shows that the lowest to the highest correlation coefficient is due to the following factors, respectively: empathy, physical realities, responsiveness, reliability and assurance. It is concluded that the key customer’s satisfaction can be increased by emphasizing each of the factors that have a high correlation coefficient with customer satisfaction.