پژوهشنامه مدیریت اجرایی
سال سوم شماره 5 (بهار و تابستان 1390)

In this study we introduce a model for warranty service outsourcing. This model was built based on two phases. First, by referring a failed item, using PROMETHEE, we start to rank the priority of our partners to assign the defective products. In the second phase, we assign the products to the partner with multi-objective linear programming based on the priorities that was earned from the first phase. Minimizing the costs and maximizing the customer satisfaction are the major goals in this paper. To do this we apply multi-objective zero-one L.P. counting determined ranking. As a result, decreasing the waiting time for repair the item or decreasing intervals to send the item for repair, we can expect an increase for customer satisfaction.

The adoption of innovation is widely discussed within the innovation diffusion literature. The conceptual model of the study measures the effect of variables naming innovation characteristics, adopter's perceptions and relationship quality on the adopter’s intention to adopt regarding their perceptions of the new electronic products. This study could be categorized as a descriptive study with the questionnaire as the main instrument of the study. The study population was the potential adopters of the 4 electronic products in Tehran city. The sample size was 373 people within the city of Tehran which were selected accidentally. Therefore, as far as the data gathering method is concerned, this study falls within survey category. The reliability of the instrument was also tested using Cronbach Alpha. The path analysis method is used to analyze the data.The findings indicate that the adopter's perceived value is more influential on their intention to adopt new products than their perceived risk.Furtheremore,of the 6 innovation characteristics, the usability and complexity dimensions do effect the adopters perceived risk while their perception of usability and comparative advantage proved to influence their perceived value of the innovation. In addition, the results show that general trust and commitment have a meaningful effect on the adopter's intention while their perceived value has the mediating role in this regards. Finally, findings show that none of the relationship dimensions have direct effect on their intention to adopt new products.

There are many evidences show that increase in resources and responsibilities of public sector is not match to the degree of accountability in this section. Many factors such as lack of social capital, influence of critical media and decrease or lack of accountability in public institutions has diminished public trust to the government and its organizations. But there are many evidences show that strategic environmental variables such as social trust in society may be effective on current situation too. In this article, we firstly study trust literature and provide a three dimensional model. Then evaluate the effect of public accountability in increase or decrease of public trust to the government and political institutions. We present suggestions to improve current situations too. Thus the purpose of this article is the study and explaining the role of accountability in public trust to governments. We use descriptive method (survey research). Data are gathered with questionnaires and analyzed with SPSS software. Our statistical sample has selected from the research community that formed from educational organizations in Tehran. As regards the role of accountability indicators in public and political trust, this article tries to emphasize this important role and suggests developed model for accountability and public trust to government in Iran. Hence the article can help to improve and complete the knowledge in relevant areas.

The purpose of this study was to determine the role of customer orientation and environmental uncertainty in relationship of entrepreneurial orientation and organizational performance of Tehran city's Mellat banks. To this aim, 172 managers and experts selected randomly from seven management areas of Tehran city's Mellat banks and completed entrepreneurial orientation (Hughes & Morgan, 2007), customer orientation (Donavan et al., 2004), and environmental uncertainty for commercial environment (Miller, 1993) questionnaires. Organizational performance was determined using two indicators included total income and pure profit in 2010 financial year. Results of structural equation modeling showed that structural relationships between entrepreneurial orientation, customer orientation, environmental uncertainty, and performance have acceptable fit with the collected data (χ2=31.03, p=.176, RMSEA=.041, RMR=0.07, GFI=.92). In this model, entrepreneurial orientation directly (β = 0.34) and indirectly through the customer orientation path (β = 0.38) has significant effects on the organizational performance. The environmental uncertainty had not a significant effect on the entrepreneurial orientation and performance relationship, but negatively had a direct effect on the entrepreneurial orientation (β = - 0.50). Finding of this study suggest that innovativeness, proactiveness, and competitive aggressiveness are important determinants of Mellat bank performance and service delivery and read customer needs reinforce the effects of entrepreneurial orientation on performance, however, entrepreneurial orientation in this bank is influenced by environmental components.

The present study has studied the effect of ethics in banking activities on variables such as customer’ trust, commitment, loyalty, and word of mouth communication. This is a descriptive survey study. The research population was 184 customers of different branches of a government bank in Isfahan city. For data collection, questionnaires were applied. After collection, the data were analyzed through structural equations modeling and Lisrel software. The results indicated that for customer, bank’s ethics had a positive significant effect on customer trust, commitment, loyalty, and word of mouth communication. Furthermore, it was revealed that trust and commitment had a positive significant effect on customer loyalty. The same was true for loyalty on word of mouth communication as well. Also fitting indicators suggest that data have been fitted well with the model.

Knowledge sharing is considered as an essential factor in the knowledge-based economy, particularly in interactions between the teams. Social loafing is a phenomenon that reduces knowledge contribution among team members as well as their performance. In this study, analytical survey research strategy and social exchange theory are used as the theoretical framework of research, and the effect of dimensions of justice and trust on loafing in knowledge contribution between teams has been investigated. The studypopulation consists of research and development team members of different industries, located in Toos, the Industrial Town of Mashhad and nearby in which 82 people participated in the form of 21 working teams as the sample of study. Data obtained from the questionnaires and were analyzed by PLS software. The results showed that distributive and procedural justice and benevolence-based trust have negative effect on social loafing in knowledge contribution. These findings suggest that knowledge contribution is affected by honesty behavior, respect the interests of the others, fair allocation of resources, developing transparent and bias-free procedures.