فصلنامه پژوهش های مدیریت منابع سازمانی
سال دوم شماره 4 (پیاپی 8، زمستان 1391)

This paper aims to design and test a model that explains the effects of dimensions of institutional pressures and organizational culture on the utilization and development of knowledge management. A descriptive research is conducted to investigate the relationship between variables under study. To collect data، questionnaires (α= 0. 949) are randomly distributed among 178 employees of Mashhad Regional Electricity Company. The Structural Equation Modeling using maximum likelihood estimation is applied to test the hypotheses. The results reveal that while perceived institutional pressures positively affect the exploitation and development of knowledge management، organizational culture plays a mediatory role. Thus managing organizational knowledge requires attention to the effects of institutional pressures and the role of organizational culture.

The insurance industry of Iran has a low level of maturity in utilizing the capabilities of Internet for improving its business processes، especially when it comes to effective interaction with customers. On the other hand، Web 2. 0 as one of most modern approaches in electronic business، incorporating tools such as weblogs، wikis، online social networks، mashups and R. S. S، creates a great opportunity for insurance companies to deepen their communications with their customers، gain extensive feedback and harness collective intelligence. Accordingly، the goal of this research is to design a conceptual model for the effective adoption of Web 2. 0 in insurance industry by identifying the relevant components in this context. In order to do this، after designing the model، by distributing a questionnaire، we ask the opinions of academic experts about the validity and importance of the components of the model. Consequently، the gathered data are analyzed by the Binomial test and then، using TOPSIS technique، the components are ranked in terms of importance. According to the results، reaching for a huge volume of information is the most important driver for Web 2. 0 adoption and gaining immediate feedback for the stakeholders is the most important capability of Web 2. 0 in the insurance industry.

The aim of this study is to investigate different risks of e-banking in private and public banks of Iran. Despite the certain benefits، e-banking carries tremendous risks. The major risks that are associated with e-banking are strategic، operational، legal and reputational risks. Security is considered the central operational risk of e-banking. For example; breach of security allowing unauthorized access to customer information can be classified as an operational risk، but it also exposes the bank to legal and reputational risks. The methodology used for this study is Questionnaire (AHP)، and statistical software for data collection and analysis. Senior managers and vice-chancellor of private and public banks are the research population. Finally، based on the research findings، a few suggestions will be offered for electronic banks'' risk management in public and private banks.

Nowadays، due to intense competition، organizations are operating their activities in a dynamic and high uncertainty environment. From a competitive perspective، having continued profit depends on attracting new customers and retaining existing ones. Currently، all the attention has been focused on the relationship with customer and customer is considered as an essential component of the organization. The purpose of this study is to investigate 10 effective factors of Lindgreen Model on Implementation of customer relationship in agencies which belong to Mostazafan Foundation and to rank those effective factors. Lindgreen Model is one of the most comprehentive models for investigating the implementation of CRM. Those effective factors include Information Technology، People، Knowledge Management، Customer Strategy، Culture، Customer Relation Management Processe، Customer Interaction Strategy، Organization، Brand Strategy and Value-Add Strategy. The required data are gathered by distributing questionnaire among 385 customers of Aito and Perspolis agencies، using simple random sampling. The data are analyzed by Kolmogorov-Smirnov Test (k-s Test)، Binomial Test and Friedman Test and also TOPSIS and Shanon’s Entropy Model. The results show that the ten factors of Lindgreen model in the implementation of customer relationship management agencies of Mostazafan Foundation are effective but their ranks are different.

Structural transformations are not new phenomena in Iranian National Administration but in recent decade، the transformations in government ministries have increased. The important question of the scholars and practitioners of administration in government is: what are the reasons of these transformations? Regardless of methodology of theses transformations، the author focuses on theoretical analysis of these reorganizations. Purposive، environmental، public policy making and intuitional approaches are selected approaches for this analysis.

The aim of this study is to investigate the relationship between organizational procrastination and cognitive arousal and burnout. This research is descriptive–correlation and the required data are obtained by using three questionnaire about organizational procrastination، dissonance arousal reduction and burnout scales on a sample of 100 individuals in Tehran governmental employees who are randomly chosen. The results of correlation coefficient show that organizational procrastination is positively and significantly associated with cognitive arousal (p ≤ 0. 01، r=0. 402) and burnout (p ≤ 0. 01، r=0. 432). However، the correlation coefficient between burn-out and cognitive arousal (p ≥ 0. 05، r= 0. 191) is not significant. The results of the analysis prove a direct relationship between organizational procrastination and burn-out and cognitive arousal does not play a mediation role. Finally، the model is verified. The organizational procrastination level has influence on burnout level among Tehran governmental employees. Hence، some interventions to reduce organizational procrastination are recommended to decrease the burn-out.

By emergence of competitive economics، the concepts such as customer orientation and customer satisfaction have become the fundamentals of businesses and any organization that is regardless of these aspects is eliminated from the marketplace. In addition to introducing the indicators of internal marketing، the purpose of this study is to investigate the relationship between internal marketing and customer orientation in Bank Melli Iran at branches of Mazandaran province as a financial-service enterprise. The under study population is comprised of the bank’s employees. The stratified sampling is used to select the sample of this study. Using Morgan sampling table and considering the number of regions and their employees، a sample size of 250 employees is determined. This amount includes a higher percentage to cope with the unreturned or incompleted questionnaires. Gathered data are analyzed using SPSS and Lisrel software and proposed relationships are examined. Research results indicate that the organization vision did not significantly affect the customer orientation، skill development programs affected the customer orientation significantly، and incentive and reward programs affected the customer orientation، either.