درخت حوزه‌های تخصصی

In recent years, a significant factor for success of service industry is the rate of meeting customers’ expectation and after service recovery satisfaction especially in banking system. The aim of this study is to fill the existing gaps in the marketing literature by providing a comprehensive model to examine the impacts of perceived justice on secondary satisfaction through the mediating role of positive and negative emotions. Further, this study is an attempt to explore the factors which have effects on post recovery satisfaction based on the perceived justice theory in Iranian banking system. The total numbers of respondents were 384 customers of bank who had experienced at least one time service failure. The hypotheses of this research were tested and analyzed by structural equation modeling and LISREL and PLS software. The findings suggest that the increase of distributive justice, procedural justice and interactional justice enhances post-recovery satisfaction as well as increases positive emotions and decreases negative ones. In addition, as well as positive emotions raises, the secondary satisfaction will grow while increase of negative emotions will result in reduction of secondary satisfaction.

The present study was performed to investigate the effect of commercial and operational factors on competitiveness improvement of Shahid Beheshti Port (SBP) in Chabahar in attracting shipping lines. The research method is applied in terms of purpose. Initially, the researcher conducted the qualitative phase to identify important variables, create a typology, or make new theories. To reach the saturation stage, 15 people were interviewed. Then, after identifying emerging classifications using qualitative data, a questionnaire was developed through the Delphi technique, and thus, the quantitative phase began. To test its items, patterning of the structural equation model was used via Lisrel software. Findings showed that commercial factors affecting SBP competitiveness improvement included financial capital and customer capital, port costs and tax burden, market efficiency and market performance. In addition, technical-developmental infrastructures, technological infrastructures, warehousing activities, loading and unloading operations, customs activities and services, communication and distribution networks, trust and safety in port activities, and port logistics features were the operational factors affecting this competitiveness. It was discovered that existence of abundant capacities and potentials in various transportation departments of SBP, quantitative and qualitative increase of equipment, as well as the development of new capacities in infrastructure and fleet of railways, roads, offshore and port loading/unloading equipment have relatively improved levels of loading/unloading in SBP, which can be attributed to successful execution of measures taken to develop competitiveness in SBP.

The main goal of this paper is to propose a new approach for efficiency measurement and ranking of stocks. Data envelopment analysis (DEA) is one of the popular and applicable techniques that can be used to reach this goal. However, there are always concerns about negative data and uncertainty in financial markets. Since the classical DEA models cannot deal with negative and imprecise values, in this paper, possibilistic range directional measure (PRDM) model is proposed to measure the efficiencies of stocks in the presence of negative data and uncertainty with input/output parameters. Using the data from insurance industry, this model is also implemented for a real case study of Tehran stock exchange (TSE) in order to analyse the performance of the proposed method.

The aim of this study was to provide a model of the enterprise market capabilities with an emphasis on organizational innovation and entrepreneurship. This is a mixed (combining qualitative-quantitative) research in terms of methodology. As well as, because this study intends to design the model, it is an exploratory research. An In-depth interview (12 experts) in the qualitative section and a questionnaire in the qualitative section were used. To analyze the data, SPSS and Smart PLS software were employed. The designed model revealed that the indices of the model of enterprise market capabilities with an organizational entrepreneurship approach can be classified into four categories of factors related to services & products, factors related to customers, as well as factors related to sales and factors related to marketing. The rating findings of the factors showed that sales and marketing are at the highest levels, and products & services and customers are in the next priorities, respectively.