Houriyeh Dehghanpouri, Zeynab Soltani and Reza Rostamzadeh
The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management…
Abstract
Purpose
The purpose of this paper is to examine the effect of trust, privacy, service quality and customer satisfaction on the success of electronic customer relationship management (E-CRM) systems.
Design/methodology/approach
In this paper, a new model for determining the critical factors in the success of E-CRM systems is presented. The suggested model is verified using partial least squares with structural equation modeling. A questionnaire is designed and collected from 378 taxpayers in East Azerbaijan province of Iran.
Findings
The outcomes reveal that customer satisfaction is significantly influenced by the perceived quality of service. Customer satisfaction, in turn, is significantly impacted by the trust. Therefore, the quality of service, trust and privacy, through customer satisfaction, significantly affects the success of E-CRM systems.
Research limitations/implications
The main limitation can be referred to the clients that would not cooperate well as they were avoiding to give much information about the financial issue. Also, the study was conducted only in the context of Iran and a limit sample was utilized.
Practical implications
The research results help service providers improve E-CRM.
Originality/value
This study sheds light on identifying the antecedents of trust, privacy and quality of service that affect customer satisfaction; it may contribute to the theoretical framework for customer satisfaction in the context of the E-CRM. The results of the research offer practical implications for marketing managers and practitioners who prepare strategic plans and implement tools to improve the productivity or performance of the E-CRM systems. Moreover, customer satisfaction is related to the success of E-CRM systems as a result of trust, privacy and service quality. This research offers new insights into E-CRM intentions from a taxpayer in Iran.
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Ramin Sadeghi Asl, Majid Bagherzadeh Khajeh, Mohammad Pasban and Reza Rostamzadeh
The purpose of this paper is to present green supply chain, resilient supply chain, agile supply chain, cold supply chain and lean supply chain (GRACL SC) procedures based on a…
Abstract
Purpose
The purpose of this paper is to present green supply chain, resilient supply chain, agile supply chain, cold supply chain and lean supply chain (GRACL SC) procedures based on a detailed perspective, analyzing subjects in the past 19 years with a systematic literature review (SLR) of the papers reported from 2000 to 2019, and offering information and guidelines for further studies.
Design/methodology/approach
This research is based on 17 keywords in the title and topic of the articles and collects data from Web of Science (WOS) databases and objectively chooses 1,190 articles and performs meta-data analyses. Tables and statistical reports are based on the following three filters: publication year, authors and document type. At least, 39 publications from the ISI WOS has been examined for presenting information of categorization of the conducted research with regard to the content analysis, comprising the conceptual development and obstacles, cooperation with the supply chain elements, as well as mathematical and other optimization models.
Findings
Finally, this study answered three main questions in the research and demonstrates that the majority studies in the green supply chain (GSC) and a minimum number of studies on the cold supply chain have been conducted and 27 factors are chosen to achieve the 2000 to 2019 GRACL SCM model which robust and fit for Iranian food industries. The model shows that the agile, resilient and lean supply chain have direct effect on GSC and it can be said that all 27 groups which are selected for the final model of this research can be the main groups in the supply chain.
Originality/value
This paper was actually conducted by authors who reported it. To prevent plagiarized, redoubled efforts have been made and actually this paper is based on SLR methodology and the results are real and the researcher discusses the results appropriately. This investigation can have a positive impact within the field of expanding supply chain flexibility and lessening squander within the Iranian generation framework.
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Ali Akbar Abbasian Arani and Reza Moradi
Using turbulators, obstacles, ribs, corrugations, baffles and different tube geometry, and also various arrangements of these components have a noticeable effect on the shell and…
Abstract
Purpose
Using turbulators, obstacles, ribs, corrugations, baffles and different tube geometry, and also various arrangements of these components have a noticeable effect on the shell and tube heat exchangers (STHEs) thermal-hydraulic performance. This study aims to investigate non-Newtonian fluid flow characteristics and heat transfer features of water and carboxyl methyl cellulose (H2O 99.5%:0.5% CMC)-based Al2O3 nanofluid inside the STHE equipped with corrugated tubes and baffles using two-phase mixture model.
Design/methodology/approach
Five different corrugated tubes and two baffle shapes are studied numerically using finite volume method based on SIMPLEC algorithm using ANSYS-Fluent software.
Findings
Based on the obtained results, it is shown that for low-mass flow rates, the disk baffle (DB) has more heat transfer coefficient than that of segmental baffle (SB) configuration, while for mass flow rate more than 1 kg/s, using the SB leads to more heat transfer coefficient than that of DB configuration. Using the DB leads to higher thermal-hydraulic performance evaluation criteria (THPEC) than that of SB configuration in heat exchanger. The THPEC values are between 1.32 and 1.45.
Originality/value
Using inner, outer or inner/outer corrugations (outer circular rib and inner circular rib [OCR+ICR]) tubes for all mass flow rates can increase the THPEC significantly. Based on the present study, STHE with DB and OCR+ICR tubes configuration filled with water/CMC/Al2O3 with f = 1.5% and dnp = 100 nm is the optimum configuration. The value of THPEC in referred case was 1.73, while for outer corrugations and inner smooth, this value is between 1.34 and 1.57, and for outer smooth and inner corrugations, this value is between 1.33 and 1.52.
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Swarup Mukherjee, Anupam De and Supriyo Roy
Traditional risk prioritization methods in Enterprise Risk Management (ERM) rely on precise data, which is often not available in real-world contexts. This study addresses the…
Abstract
Purpose
Traditional risk prioritization methods in Enterprise Risk Management (ERM) rely on precise data, which is often not available in real-world contexts. This study addresses the need for a robust model that can handle uncertain and imprecise information for more accurate risk assessment.
Design/methodology/approach
We propose a group decision-making approach using fuzzy numbers to represent risk attributes and preferences. These are converted into fuzzy risk scores through defuzzification, providing a reliable method for risk ranking.
Findings
The proposed fuzzy risk prioritization framework improves decision-making and risk awareness in businesses. It offers a more accurate and robust ranking of enterprise risks, enhancing control and performance in supply chain operations by effectively representing uncertainty and accommodating multiple decision-makers.
Practical implications
The adoption of this fuzzy risk prioritization framework can lead to significant improvements in enterprise risk management across various industries. By accommodating uncertainty and multiple decision-makers, organizations can achieve more reliable risk assessments, ultimately enhancing operational efficiency and strategic decision-making. This model serves as a guide for firms seeking to refine their risk management processes under conditions of imprecise information.
Originality/value
This study introduces a novel weighted fuzzy Risk Priority Number method validated in the risk management process of an integrated steel plant. It is the first to apply this fuzzy approach in the steel industry, demonstrating its practical effectiveness under imprecise information. The results contribute significantly to risk assessment literature and provide a benchmarking tool for improving ERM practices.
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Ali Keshavarzi and Hamid Reza Horry
The main motivation of the present study is to understand the severity of the effect of health shock on Iran's oil economy and analyze the role of government under these…
Abstract
Purpose
The main motivation of the present study is to understand the severity of the effect of health shock on Iran's oil economy and analyze the role of government under these conditions.
Design/methodology/approach
Dynamic stochastic general equilibrium (DSGE) models can show the precise interactions between market decision-makers in the context of general equilibrium. Since the duration of the virus outbreak and its effect on the economy is not known, it is more appropriate to use these models.
Findings
The results of the survey of hands-on policies scenarios compared to the state of hands-off policy indicate that the effect of government expending shocks on the economy under pandemic disease conditions has much less feedback on macroeconomic variables.
Originality/value
As a proposed policy, it is recommended that the government play a stabilizing role under pandemic disease conditions.
Key messages
There is no study regarding health shock and its economic effects in Iran using DSGE models. Also, in foreign studies, the health shock in an oil economy has not been modeled.
The general idea in the present study is how the prevalence of a pandemic infectious disease affects the dynamics of macroeconomic variables.
In three different scenarios, according to the persistence of health disaster risk and the deterioration rate of health capital due to this shock, the model is simulated.
In modeling pandemic diseases, quarantine hours are considered as part of the total time of individuals.
According to the research findings, it is recommended that the government, as a policy-maker, play a stabilizing role under pandemic crises conditions.
There is no study regarding health shock and its economic effects in Iran using DSGE models. Also, in foreign studies, the health shock in an oil economy has not been modeled.
The general idea in the present study is how the prevalence of a pandemic infectious disease affects the dynamics of macroeconomic variables.
In three different scenarios, according to the persistence of health disaster risk and the deterioration rate of health capital due to this shock, the model is simulated.
In modeling pandemic diseases, quarantine hours are considered as part of the total time of individuals.
According to the research findings, it is recommended that the government, as a policy-maker, play a stabilizing role under pandemic crises conditions.
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Leila Nasrolahi Vosta and Mohammad Reza Jalilvand
This study aims to contribute to the context of electronic trust (e-trust) research with an emphasis on the determination of tourists’ e-trust in hotel websites. This research…
Abstract
Purpose
This study aims to contribute to the context of electronic trust (e-trust) research with an emphasis on the determination of tourists’ e-trust in hotel websites. This research used social exchange theory to elaborate how perceived attributes of a hotel website influence purchase behaviour of tourists. This area is often neglected because most studies focus on website users’ adoption or acceptance of other service industries. It is expected that trust-generating mechanisms have different impacts on the e-trust level in the hospitality services.
Design/methodology/approach
A comprehensive literature review identified the major antecedents and outcomes of e-trust. Data was collected from an online survey and 586 usable questionnaires were achieved. Structural equation modelling was used to examine the hypothesized model.
Findings
The results of this study demonstrated that the more tourists perceive influences positively, the more they are possibly to trust in hotel website. Findings revealed that perceptions about the attributes of hotel website, including security, privacy, usefulness, ease of use and compatibility are the main antecedents of trust in hotel website, which, in turn, lead to actual usage of the website for booking online.
Originality/value
This study is based on a large sample of tourists and broadens the understanding of e-trust in hotel websites by considering factors rarely discussed in prior tourism and hospitality literature.
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Aritra Ganti and Shubham Singhania
While being integrated together conceptually and practically, the literature on game theory in the context of financial markets lacks a cohesive understanding. This study aims to…
Abstract
Purpose
While being integrated together conceptually and practically, the literature on game theory in the context of financial markets lacks a cohesive understanding. This study aims to systematically scrutinize and analyse the literature of game theory in the context of financial markets, through a systematic literature review.
Design/methodology/approach
A systematic literature-based approach, through the theories, context, characteristics and methodology (TCCM) framework has been applied to 97 articles, extracted and filtered from two databases, Scopus and Web of Science, for a comprehensive review and understanding of the intellectual development in the domain of game theory and financial markets.
Findings
The review highlighted the most utilitarian theories within the literature, the context of research in terms of countries and industries, four themes which characterize the literature, as well as the methodologies and research designs used in this research domain. The paper also uncovered certain essential areas that present scope for further research.
Research limitations/implications
While two of the largest indexation databases have been used, some relevant articles may have been excluded due to the restriction of databases and screening criteria, which may lead to the less exploration of several facets of the domain.
Practical implications
Practically, the paper has implications for multiple stakeholders including traders, businesses and governments. For traders, this paper acts as a guide to entering and understanding the dynamics of financial markets. The review also covers decision-making from the perspective of firms, including venture capitalists. This paper would allow firms to understand how game theory can help influence or analyze the strategic interactions between their stakeholders in terms of information disclosure, or consumers and their behavior to stimuli from the firm’s actions.
Originality/value
To the best of the authors’ knowledge, this study is the first of its kind that attempts to comprehensively provide an overview of the literature on game theory in financial markets. In doing so, this study shall help assess the current state of knowledge in the said field and locate gaps in the literature to propose new research directions.
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Ande Langga, Andriani Kusumawati and Taher Alhabsji
Investigating the influence of intensive distribution and sales promotion towards customer-based brand equity, repurchase intention and word-of-mouth (WOM) (study on Suzuki car…
Abstract
Purpose
Investigating the influence of intensive distribution and sales promotion towards customer-based brand equity, repurchase intention and word-of-mouth (WOM) (study on Suzuki car owners in PT Surya Batara Mahkota Wilayah Nusa Tenggara Timur).
Design/methodology/approach
The research was conducted in East Nusa Tenggara (NTT) and the analysis unit was customers of PT. Surya Batara Mahkota NTT (PT SBM NTT) as the owner of the Suzuki car. The population is 1,782 Suzuki car owners who bought their cars from PT SBM NTT, based on data from 2015. The sampling technique is the multi-stage area sampling.
Findings
Incentives distribution had significant and positive influence towards brand equity and repurchase intention. Sales promotion had significant and positive influence towards word-of-mouth (WOM), but it did not have influence towards brand equity. Brand equity had significant influence towards repurchase intention and WOM. On the other hand, repurchase intention did not have influence towards WOM.
Originality/value
The originality of this study was that the researchers did not find a previous study that discussed the relationship between intensive distribution and repurchase intention, between sales promotion and WOM and between customer-based brand equity and WOM. Previous studies used different variables as determinants of positive WOM.
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Deepak Datta Nirmal, K. Nageswara Reddy and Sujeet Kumar Singh
The main purpose of this study is to provide a comprehensive review and critical insights of the application of fuzzy methods in modeling, assessing and understanding the various…
Abstract
Purpose
The main purpose of this study is to provide a comprehensive review and critical insights of the application of fuzzy methods in modeling, assessing and understanding the various aspects of green and sustainable supply chains (SSCs).
Design/methodology/approach
The present study conducts a systematic literature review (SLR) and bibliometric analysis of 252 research articles. This study employs various tools such as VOSviewer version 1.6.10, Publish or Perish, Mendeley and Excel that aid in descriptive analysis, bibliometric analysis and network visualization. These tools have been used for performing citation analysis, top authors' analysis, co-occurrence of keywords, cluster and content analysis.
Findings
The authors have divided the literature into seven application areas and discussed detailed insights. This study has observed that research in the social sustainability area, including various issues like health and safety, labor rights, discrimination, etc. is scarce. Integration of the Industry 4.0 technologies like blockchain, big data analytics, Internet of Things (IoT) with the sustainable and green supply chain (GSC) is a promising field for future research.
Originality/value
The authors' contribution primarily lies in providing the integrated framework which shows the changing trends in the use of fuzzy methods in the sustainability area classifying and consolidating green and sustainable supply chain management (SSCM) literature in seven major areas where fuzzy methods are predominantly applied. These areas have been obtained after the analysis of clusters and content analysis of the literature presenting key insights from the past and developing the conceptual framework for future research studies.