درخت حوزه‌های تخصصی

The present study aimed to develop a model of identity styles based on emotional intelligence with the mediating role of self-concept. The statistical population of this study was 310 first and second-grade high school female students of Tehran in the academic year of 2018-2019. Standard questionnaires of Bar-On (1997) emotional intelligence, Berzonsky (1992) identity style, and Karami (2008) self-concept were used through structural equation modeling for analyzing data collected. The results showed that emotional intelligence had a positive relationship with normative identity, informational and commitment styles in high-school female students. On the other hand, it was found that self-concept has a positive relationship with commitment and informational identity styles and a negative relationship with diffuse identity style.Finally, regarding the mediating role of self-concept, the results showed that it mediated the relationship between emotional intelligence and commitment and informational identity styles positively, whereas negatively mediates the relationship between emotional intelligence and diffuse identity style. The results can be used to improve the social and individual status of students through the use of self-concept classes and workshops for students to enhance their level of critical thinking, as well as to change the attitude of families and society toward education on how to treat with their children.

Today, businesses need to manage their customer experience to succeed. Therefore, they must first have a clear understanding of the meaning of the customer experience. Customer experience management is a process-focused strategy around the needs of each customer that seeks to find a win-win strategy for both parties. The banking industry that provides financial services to customers requires special attention to the customer. Banking experiences for managers in this area are challenging because they are influenced by some elements that are within the control of managers and employees, as well as some elements that are beyond the control of managers. The purpose of this study was to design a desirable model of banking services based on customer experience. The data were collected from the bank branches by applying the data-based theory and performing in-depth interviews using the protocol based on multiple targeted sampling (Snowball Sampling). Moreover, using the open coding, axial coding and selective coding using ATLAS.ti software, the categories and themes are identified. The results show that bank interior design, brand equity, verbal advertising and bank staff skills have an effect on the loyalty, return and customer satisfaction.