Public Management
Hossein Abbasi Esfanjani
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.
Public Administration
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.
Public Management
Hossein Eghbali; Ebrahim Rajabpour; Zaeemeh Nematolahi
Abstract
Current researches around the axis of strategic management indicate that strategy formulation cannot be the main concern or problem of organizations. Rather, what has become a problem is the lack of alignment between different departments of the organization and the organization's strategies. This research ...
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Current researches around the axis of strategic management indicate that strategy formulation cannot be the main concern or problem of organizations. Rather, what has become a problem is the lack of alignment between different departments of the organization and the organization's strategies. This research tries to provide a model for creating strategic alignment of employees with the interpretive structural modeling approach. The tool of this research was a researcher-made questionnaire that was given to experts (11 university professors and managers and employees of Bushehr gas company). To check the validity of the research tool, content validity was used and the reliability of the tool was calculated with Cohen's kappa index, which was reported as 0.65. In order to conduct the research, first by reviewing the literature, the desired factors were extracted, and then by forming a focus group of university professors and managers of Bushehr Gas Company, eight final factors were selected, which were finally selected using interpretive structural modeling at three levels. The results of the research showed that factors such as the maturity of the organization's culture, employees' perception of the organization's goals, employees' participation in strategy formulation, appropriate reward system and transparency of the organization's mission statement, have the greatest impact on the strategic alignment of employees. Therefore, managers are advised not to ignore the great impact of these five factors if they want to align employees with the organization's strategies.
Public Management
Nahideh Najafi emami; Alireza Bafandeh Zende; Morteza Mahmoodzadeh
Abstract
Managers of organizations know that nurturing successors is essential for the organization's prosperity in next years. One of the the weak points in the succession is the process of preparing employees to take on new roles in the organization when they need those roles. In this regard, the research has ...
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Managers of organizations know that nurturing successors is essential for the organization's prosperity in next years. One of the the weak points in the succession is the process of preparing employees to take on new roles in the organization when they need those roles. In this regard, the research has been carried out with the aim of describing the dark side of Succession in executive organizations of the province.The current research method is developmental in terms of objectives, qualitative in terms of data, and in terms of the type of foundation data study. The required data was collected with the help of interviews with 21 experts. The research experts included academic experts with the scientific rank of associate professor and higher and organizational experts, senior managers of the executive organizations of the province with a master's degree and higher and management experience of 15 years and higher. In this research, the main source of data was Semi-structured interview. By open coding and then by axial coding, categories and subcategories were related to each other according to their dimensions and characteristics.After analyzing the data from the interview, first 216 primary codes and then 119 secondary codes were extracted and finally 24 concepts were obtained. The finding of the research was the description of weak succession in executive organizations based on the data theory of the foundation. And if a proper succession system is established, the long-term survival of the organization and the transfer of experiences to the next generations of managers will be guaranteed, and necessary preparation will be made to face the vacuum caused by the vacancy of sensitive positions.
General Management
Masoumeh Afsharinezhad; Mohammad ali Sarlak; Davood Gholamrezaei; Ashraf Rahimian
Abstract
Currently, the insurance industry in Iran is facing challenges such as process complexity, high costs, and declining customer trust. As a result of these challenges, there is a need for new requirements to improve performance and enhance efficiency in the insurance industry. In this regard, the implementation ...
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Currently, the insurance industry in Iran is facing challenges such as process complexity, high costs, and declining customer trust. As a result of these challenges, there is a need for new requirements to improve performance and enhance efficiency in the insurance industry. In this regard, the implementation of a DAO is proposed as a novel solution, which, with the help of blockchain technology and smart contracts, can address many of the existing problems in the insurance industry. This concept is at the core of this research, which investigates whether DAO can be implemented in the insurance industry and what challenges exist in implementing DAO insurance organizations in Iran. To achieve the research objectives, a qualitative approach and grounded theory methodology were used. Data collection tools included semi-structured interviews, and information was gathered by purposive sampling method with 16 experts and experienced individuals in the insurance industry and some active professors in the field of blockchain technology. Data analysis was conducted using the Strauss and Corbin method and the paradigm model, resulting in the extraction of 317 concepts, 69 categories, and 24 factors. This research, for the first time in the country, examines the implementation of DAO insurance organizations and the factors affecting them, identifies implementation challenges, and provides solutions to address them. Additionally, the results and outcomes of implementing this model are discussed.
Public Management
Mehdi Mohammadi; Morteza Agha Tehrani; Somayeh Akhlaghiyan; Tahereh Sahrai
Abstract
The purpose of this study was to identify the impact of remediation policies on organizational performance with emphasis on the mediating role of staff competency and toxic partner at Mellat Bank in Isfahan. Avery. The target population of this research is the esteemed personnel of the branches of Mellat ...
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The purpose of this study was to identify the impact of remediation policies on organizational performance with emphasis on the mediating role of staff competency and toxic partner at Mellat Bank in Isfahan. Avery. The target population of this research is the esteemed personnel of the branches of Mellat Bank of Isfahan province, which are divided into three groups: Chief, Deputy and Employee. A total of 168 questionnaires were collected from the selected 200 population. The software used in this study was PLS. According to the findings of this study, remittance policies have a direct and significant impact on organizational performance in Bank Mellat in Isfahan province. In addition, the competence of staff and toxic associates in mediating the effect of remediation policies on organizational performance in Mellat Bank of Isfahan has a significant and significant mediating effect. Therefore, according to the theories presented by the researchers of recent decades, it is clearly clear that the results of the current research do not have any contradictions with the past theories and the results of the current research can be used as a complement to the previous projects.
Public Management
Jahan Abdi; Zahra Hajibeigi; Mohammad Adinehvand
Abstract
This research was conducted with the aim of investigating the effect of patriarchy on organizational trauma with the mediating role of ambition of female managers in government organizations of Ilam province. Methodology In terms of the purpose, the research method is a part of applied research, and ...
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This research was conducted with the aim of investigating the effect of patriarchy on organizational trauma with the mediating role of ambition of female managers in government organizations of Ilam province. Methodology In terms of the purpose, the research method is a part of applied research, and in terms of implementation and the method of data collection, it is descriptive and correlational. The statistical population includes all the female managers of government organizations in Ilam province in 1402, numbering 127 people, based on Morgan's table, 95 people were selected for this study by simple random sampling method. The data collection tool in this research was Cheng et al.'s patriarchy questionnaire (2000), Steinkamp's organizational trauma questionnaire (2014) and Zohragin Schmidt's leadership questionnaire (2008). The validity and reliability of these questionnaires were confirmed through face validity and Cronbach's alpha. Findings The results of this research showed that the relationship between organizational ambition and organizational trauma (-0.639) is negative and significant, the relationship between organizational patriarchy and organizational trauma (0.351) is positive and significant, and the relationship between organizational patriarchy and organizational ambition (976) -0/) was negative and significant. Also, the research results showed that the relationship between organizational patriarchy and organizational trauma with the mediating role of organizational ambition (0.624) was positive and significant. The results of this research showed that patriarchal management causes organizational problems, and in this regard, organizational ambition can act as an effective factor in improving performance and reducing trauma in organizations. Therefore, it is suggested that managers act by creating motivation, healthy competition and promoting a positive work environment in order to achieve growth and progress in the organization and prevent organizational trauma.
Public Management
Parvaneh Sadeghi; Houshang Taghizadeh; Ali Ghorbani
Abstract
This research was conducted with the aim of investigating the impact of soft skills on critical thinking and innovative behavior of managers. This research is applied-developmental in terms of purpose and descriptive-survey from the point of view of methodology. The statistical population of the research ...
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This research was conducted with the aim of investigating the impact of soft skills on critical thinking and innovative behavior of managers. This research is applied-developmental in terms of purpose and descriptive-survey from the point of view of methodology. The statistical population of the research includes managers of government organizations. The sample size is considered to be 17 people using the theoretical saturation limit method. The research tool includes a researcher-made questionnaire. Data analysis has been done using Dimtel method. The results of the findings showed that the most influential factor is creativity and problem solving on critical thinking, and in terms of the intensity of the influence of soft skill components, creativity and problem solving, lifelong learning, teamwork and teamwork, professional ethics and communication, respectively. are supposed to have had the most impact. Also, among the influential components of soft skills, lifelong learning is the most important factor that has had a great impact on innovative behavior. As a general result of the research, lifelong learning is like a driving engine that, if it works properly, can cause rapid movement of innovative behavior, professional ethics, communication and team and group work, and as a result, critical thinking, and can improve the organization in today's competitive world.
