Nasrin Razi, Asghar Moshabaki, Hamid Khodadad Hosseini and Asadollah Kordnaeij
The purpose of this study is to develop a model for business to business salesperson performance (SP) with a service ecosystems perspective.
Abstract
Purpose
The purpose of this study is to develop a model for business to business salesperson performance (SP) with a service ecosystems perspective.
Design/methodology/approach
To achieve the research aims, classical grounded theory was used. The data was gathered through in-depth interviews with 20 sales managers and main sales actors.
Findings
After coding and analyzing the data, salesperson institutional performance is introduced as a core category including three main dimensions of regulative, normative and cognitive-cultural performance. Multi-level factors determining SP are identified and performance results are introduced in a multi-level long term way. The sales actors, macro variables, actors’ orientations and sales method are introduced as circumstances, while salesperson stressors are presented as covariants deterring the fulfillment of salesperson’s activities.
Originality/value
This study focuses on the contributions of the salesperson in the alignment of institutional arrangements or the results of their being institutionalized, as well as determining the factors and variables affecting it.
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Keywords
Reza Jamali, Asghar Moshabaki, Hajar Aramoon and Akbar Alimohammadi
Internet and electronic networks tend to be used to provide customers with services and to facilitate understanding of common variable demands by which many organizations may…
Abstract
Purpose
Internet and electronic networks tend to be used to provide customers with services and to facilitate understanding of common variable demands by which many organizations may increase services' quality from the customers' point of view. In addition, e‐libraries, though in some ways run for noncommercial goals, have been faced with great attention from customers, which makes them maintain and develop their services. The authors have come to a conclusion that the only way to increased financial benefits is through better service. Organizations as a part of the domestic information community therefore, have turned to implementation of new methods such as management of customer relationships. This paper aims to develop a valid and reliable method for evaluating and measuring the management relationship level with customers in e‐libraries. In addition, the research tries to find how successful Yazd University Libraries has been to meet students' expectations, as a guideline to take steps toward improving its services.
Design/methodology/approach
The research was conducted among 381 e‐library services users in Yazd University, using a questionnaire comprised of 78 items. Moreover, exploratory factor analysis was used to classify the CRM attributes into latent “CRM factors”. Finally, the study measures the gap between users' expectations and perceptions about each CRM factor at Yazd University.
Findings
The paper found only 37 of 78 items suitable enough to be used for CRM measurement in e‐libraries. Results of factor analyzing show that there are three main factors in e‐libraries' CRM; two of them may need revision for improvement in meeting students' demands.
Originality/value
The concept of customer relationship management assessment and improvement is relatively new among e‐institutions especially libraries, and there is a lack of studies focusing of CRM in the digital world. This is the first study of its kind to survey the CRM scale in digital libraries. In addition, the study provides useful insights and guidance for managers to measure and improve CRM system toward improving customer satisfaction.
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Abouzar Zangoueinezhad and Asghar Moshabaki
Human development is the most modern development approach. However, the proposed human development indexes for implementation of Islamic human resource management (HRM) do not…
Abstract
Purpose
Human development is the most modern development approach. However, the proposed human development indexes for implementation of Islamic human resource management (HRM) do not suffice to realize the Islamic developed society. The purpose of this paper is to investigate the economic‐managerial indexes of human development based on HRM from the viewpoint of Islam and The Quran.
Design/methodology/approach
This paper applies the hermeneutic method and considers the question: “what are the proper human resource (HR) economic‐managerial indexes from the viewpoint of Islam?”.
Findings
Referring to the Islamic development basics and goals, it analyzes economic interaction among Muslim activists in an objective situation of the human development from the viewpoint of Islam and finally, it proposes human development economic‐managerial indexes among other required indexes, through planning an acceptable economic quasi‐system.
Originality/value
In the Islamic approach, human development occurs when a person's capacities improve so that he/she becomes able to manage internal and external contradictions and conflicts; and steps forward in the route of the faith and the righteous deed and in the space of the widespread justice to reach the God proximity and to replace the natural life by the Hayat‐e‐Tayyebeh.
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Abouzar Zangoueinezhad and Asghar Moshabaki
The application of fuzzy multiple attribute decision making (FMADM) approach in evaluation of organizations has grown recently, and it is combined with knowledge‐based university…
Abstract
Purpose
The application of fuzzy multiple attribute decision making (FMADM) approach in evaluation of organizations has grown recently, and it is combined with knowledge‐based university evaluation parameters in this study. The paper seeks to propose a FMADM approach for measuring university performance on the four knowledge‐based perspectives of a balanced scorecard.
Design/methodology/approach
The approach first summarizes the evaluation indexes extracted from the university performance literature. Then, the relative weights of the chosen evaluation indexes are calculated using the fuzzy analytic hierarchy process (FAHP). The fuzzy sets theory was adapted to university performance analysis.
Findings
The results reveal the critical aspects of the evaluation criteria as well as the gaps to improve university performance in order to achieve the aspired/desired level.
Research limitations/implications
The paper reveals the key issues in the existing performance evaluation method, especially in the university context.
Practical implications
This research analyses the performance of a university based on the knowledge‐based indexes in the four BSC perspectives, using a FME‐MADM approach. It considers specific knowledge‐based metrics for each perspective.
Originality/value
Although implementation of the performance measures in universities are now widespread, there is no considerable literature that sufficiently addresses the various issues faced by organizations during university implementation. The paper proposes application of the balanced knowledge‐based scorecard to universities aiming at evaluating performance annually.
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Abouzar Zangoueinezhad and Asghar Moshabaki
This paper aims to explore the role of structural‐organizational capital (or intelligence) in gathering, producing and transmitting competitive intelligence (CI) to enhance…
Abstract
Purpose
This paper aims to explore the role of structural‐organizational capital (or intelligence) in gathering, producing and transmitting competitive intelligence (CI) to enhance organization competitive advantage.
Design/methodology/approach
A questionnaire‐oriented survey covering 200 Iranian companies as samples was conducted to collect data for the study.
Findings
The findings indicate that the information systems (as the structural capital) and the content factors (as the organizational capital) of the structural‐organizational intelligence (SOI) are significantly related in attaining CI. The study also provides empirical evidence that attaining CI is positively related to organization competitive advantage.
Research limitations/implications
First, the companies chosen for the study were mainly large companies. Thus, the results may not be applicable to smaller companies; second, this survey was limited to one country (Iran); third, 40 percent of the respondents were from state companies, which because of using state budget and being active at the monopolistic markets inside the country might be a negative effect on the amount of using SOI.
Practical implications
Future studies might be extended to analyzing the relationship among other factors of intellectual capital and CI and should seek to utilize multiple respondents from multinational companies to enhance the research findings.
Originality/value
The paper provides some of the very first insights into development of structural capital concept and its effects on organization. Previous studies were independent of structural‐organizational capital (intelligence). This study aims to fill that gap by studying downstream impact of SOI application on both the admission of CI information and organization competitive advantage.