Pathology
zeinab molavi
Abstract
The aim of this study is to analyse how emotional labor affects on the perception of service quality and customer satisfaction. The research is applied in terms of purpose, descriptive and survey in terms of nature and method, and primary information was collected using ...
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The aim of this study is to analyse how emotional labor affects on the perception of service quality and customer satisfaction. The research is applied in terms of purpose, descriptive and survey in terms of nature and method, and primary information was collected using a standard questionnaire. The statistical population includes 384 people who refer to Jihad Agriculture in East Azarbaijan province, who were selected by the available sampling method. The information of the respondents was done with the methods of descriptive statistics and hypothesis testing, as well as the fitting of the conceptual model with the SEM method and Lisrel software. Based on the results of statistical analyzes and t-statistic values; 6.58, 9.12 and 7.47, respectively, the direct effect of emotional labor on the customer satisfaction and perception of the quality of service, as well as the direct effect of the perception of the quality of service by the customer satisfaction were confirmed. Investigating the impact of emotional labor on the customer satisfaction, with a path coefficient of 0.52, showed that the variable of emotional labor directly explains 52% of the changes in the satisfaction variable. Two path coefficients between emotional labor and perception of service quality 0.69 and perception of service quality with customer satisfaction 0.74 also showed that the variable of emotional labor indirectly and through the mediating variable of perception of service quality has a 51% effect on the customer satisfaction. The direct and significant effect of emotional labor on the perception of service quality and customer satisfaction was confirmed in the main hypothesis. Investigating and determining the intensity of the indirect effect using the VAF statistic, the value of 49.6% showed that almost half of the total effect of emotional labor on customer satisfaction is indirectly explained by the mediating variable of service quality perception.
Zeinab Molavi; Leila Noori
Abstract
Positive deviant behaviors occur beyond organizational norms and rules to improve organizational performance. Despite the importance of these behaviors, no research has been conducted on these types of behaviors in Iran. Therefore, the aim of this study was to identify the factors affecting the occurrence ...
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Positive deviant behaviors occur beyond organizational norms and rules to improve organizational performance. Despite the importance of these behaviors, no research has been conducted on these types of behaviors in Iran. Therefore, the aim of this study was to identify the factors affecting the occurrence of positive deviant behaviors among employees of public organizations in Qom province. The present study was applied in terms of purpose and the survey in terms of data collection. The study population was all experts familiar with the topic of research and had expertise in the field of research and public organizations in Qom province. Among them, 17 were selected through the judgmental sampling method and theoretical data saturation criteria. The research instrument was a semi-structured interview. Content analysis and coding methods were used to analyze the data obtained from the interviews. According to the results, a total of 25 factors affecting the occurrence of positive deviant behaviors were identified in public organizations, which fall into five categories including individual factors, organizational factors, legal factors, managerial factors, and job-related factors. Finally, constructive suggestions were made to create or reinforce these factors in the organization to create or reinforce positive deviant behaviors.
Pathology
Zeinab Molavi; reza tahmasebi; Hassan DanaeeFard; Ali Hamidizadeh
Abstract
The importance of citizens’ perception and attitude toward state’s performance needs broad studies in this field. Various studies are conducted on citizens’ perception and attitude toward state, most of them have considered inefficiency of the state. A few studies addressed negative ...
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The importance of citizens’ perception and attitude toward state’s performance needs broad studies in this field. Various studies are conducted on citizens’ perception and attitude toward state, most of them have considered inefficiency of the state. A few studies addressed negative perceptions and attitudes toward public section while not related to state’s inefficiency. Present descriptive – correlational paper aims at studying the relationship between bureauphobia and Perceived national resilience. To this end, by surveying the citizens through a questionnaire, the phenomenon of bureauphobia and Perceived national resilience was identified. Then the relations between both variables were investigated. Research population consists of all 18 – 70 year-old citizens who had gone to public organizations at least one time in past year to receive services. Data was analyzed by drawing table and Chi2 test. The results suggest that distrust to states and employees in public section are not only related to the performance of public services and 31 percent of respondents have bureauphobia. Likewise, 31 percent of respondents had negative Perceived national resilience on threats. Finally, findings indicate that there is a significant relationship between Perceived national resilience and bureauphobia.
Jafar Ahangaran
Abstract
This study has been done with the goal of surveying good governing on Iran's political culture. Good governing has a specific role in development of a country, especially in state management scope. On the other hand, some of political culture factors empower fundamental parameters in establishing necessary ...
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This study has been done with the goal of surveying good governing on Iran's political culture. Good governing has a specific role in development of a country, especially in state management scope. On the other hand, some of political culture factors empower fundamental parameters in establishing necessary structures for development, especially Shiite political culture. The main parameters of the political culture of Islam have increased the procedure of participation and justice, especially after Islamic revolution in Iran. For this reason, this survey research took place to Pierson Correlation test for a society of 115 people from the organization of academic Quran activities in Iran; moreover the tools of research is questionnaire in which its justifiability and durability has been confirmed. The result of research confirmed the relationship between good governing and political culture. Using appropriate paradigm of good governing along with powering positive dimension of political culture like Shiite culture is one of the main ways of establishing good culture and decreasing the negative impacts of some political culture aspects. Therefore, empowering Shiite cultural institution like mosque, Ashura, religious customs and tradition of remembering of martyrs; in addition, stress on necessary of planning for realization of dimensions of good governing in state management, can lead to decreasing negative impacts of tribal culture in the organization.
