فصلنامه فرایند مدیریت و توسعه
سال سی و یکم شماره 4 (پیاپی 106، زمستان 1397)

Based on the policy diffusion framework, some policies are adopted by policy makers. On the other hand, the ‘open government concept’ offers options to solve problems and challenges faced by governments, including corruption, distrust among citizens towards the government, weak inter-relationship between government and citizens, and weak cooperation and interaction among components of the administrative system. This study aims at generalizing the effectiveness of the policy-making system of the country, and analyzing the willingness of policy makers to adopt open government policy. To reach this end, an exploratory mixed research was applied. In the qualitative section, using the meta-ethnography method, factors affecting policy makers’ 
tendency to adopt policy in Iran and the relationships among the variables involved were identified. At the quantitative stage, after conducting a survey and analyzing the collected data, a final model was presented. The results of the research, based on the analysis of 116 policy makers’ answers, indicate that ‘perceived utility’, ‘perceived risk’, ‘perception of policy implementation capacity’, ‘competitiveness motivation’, ‘issue recognition’, ‘dealing with pressures’, ‘tendency to innovation’, ‘perceived political security’ and ‘acuteness of a given problem’, all have a positive impact on willingness to adopt policy. Also, willingness to open government moderates the effects of ‘perceived risk’, ‘perceived policy capacity’ and, ‘dealing with pressures’ on tendency to adopt policies. Finally, recommendations for researchers and managers are presented.

Today, in analyzing public organizations, it is necessary for leaders to address ethics and ethical values and be unconditionally committed to the accepted ethical principles so that they may convince their staff to achieve any common goals. The present paper aims at designing and explaining the ethical leadership model in Eastern Azerbaijan IRIB. This study was conducted by applying a mixed research technique. In the qualitative section, the snowball sampling method together with the interview method, were used. On this basis, 10 senior managers and management instructors in Eastern Azerbaijan IRIB were selected for the interviews. In the quantitative part, from among the 320 personnel at Eastern Azerbaijan IRIB, 230 subjects were selected by applying the Cochran’s formula and random sampling method. Qualitative and quantative data were analyzed respectively by the  Theme Analysis 
Technique and Smart PLS software package. In the quantitative section, the reliability and content Validity were both confirmed based on Cronbach's alpha ratio. In the qualitative section, validity was confirmed by external auditing strategy and reliability was confirmed by two encoders. Research results led to the identification of 54 ethical leadership features which were compacted into five moral, behavioral, belief, managerial and social concepts and these in turn, were reduced into two individual and situational categories.

The cooperative sector is one of the three main components of the Islamic Republic of Iran’s economic system. Based on the top policies of Article 44 of the Constitution, its share of the national economy is expected to reach 25% by the end of the Fifth Development Plan. However, only 7% of this share has so far been realized. This study aims at discovering the reasons, backgrounds, processes and consequences of the cooperative sector underdevelopment. Using the subjective sampling method, first the documents available in the Ministry of Cooperative, Labor and Social Welfare were collected and analyzed. Then, the necessary data were gathered and formulated through open and deep interviews with cooperative managers, employees and experts throughout the country. Active cooperatives in different domains comprised the unit of analysis. Findings show that ‘background conditions’ such as general challenges and problems, and inappropriate cultural infrastructures; ‘causal conditions’ such as economic problems within cooperatives, absence of clear planning for the cooperative sector, human capital weaknesses within cooperatives; ‘moderating conditions’ such as cooperative challenges at the international stage and legal challenges in cooperatives; and ‘processes’ such as short-term approach to the cooperative sector and the present abnormal interactions all constitute the ‘outcomes’ of underdevelopment of the cooperatives sector. Also, the concept ‘deterioration of social capital as the cause of stagnation of the cooperative sector’ is presented under the title of ‘the nucleus theme’.

The purpose of this study is to explain the strategies affecting the failure recovery in significant services which researches had previously disregarded. Since more than half of the total global wealth comes from the service sector, this study gains importance. Service failures and failed recoveries are among the leading causes of customer switching behavior from service organizations. The existing related literature focuses only on service market in developed countries and only on a few service types. Three major selected services were examined based on the critical incident method. Also, a mixed 
research methodology was applied, which consists of scenario-based experimentation, and Grounded Theory to evaluate different recovery strategies and customer behaviors. Results show that when failure exists in services having strong connection with man’s health and survival, strategies relevant to empathy and communication with customers are effective, and when the service failure is connected with the individual’s properties (as in the internet and car fixing services), tangible compensation can be promising. Consequently, service failure recovery measures have positive and direct effect on customer satisfaction, confidence, positive oral promotion, and intention to 
repurchase.

Citizen relationship management in public administration is rooted in customer relationship management concept in the private sector. This new concept in the public sector can increase citizen participation and involvement in decision-making procedures, can be the voice of citizens, and can enhance their feeling of belongingness to the government. Using the phenomenography strategy, the research aims to investigate the perceptions of government agencies’ managers regarding citizen relationship management. In order to collect data for this qualitative research, semi-structured in-depth interviews were conducted with 11 public managers, who had been selected through the snowball sampling method. The findings of the research have been categorized into three main concepts which expect managers to: (a) have philosophical view towards citizen relationship management, (b) have objective view toward citizen relationship management, and (c) utilize customer relationship management concepts in citizen relationship management. Some of the important results related to these three concepts are: (1) CiRM, is a criterion for persistence or deterioration of governments (2) regarding the difference in the nature of citizenship and customership, CiRM must be given priority (3) personalization has no place in the public sector; (4) budget-centrism and disregarding the importance of CiRM must be avoided.

This research aims at identifying and presenting a model for strategic alliance functions for successful small and medium-sized enterprises. The functions of strategic alliance include strengthening competitive advantage, strengthening entrepreneurial and innovative capabilities, strengthening social capital, and internationalization of small and medium-sized enterprises. Research method was both qualitative and quantitative. In the qualitative section, semi-structured interviews were conducted with experts in the segmentation industry, who were experienced in strategic alliances. The statistical sample was 
purposefully targeted and with respect to the nature of any qualitative research, selection continued until its volume reached data saturation (twelve subjects). In the quantitative part, the model obtained in the qualitative section was first translated in the framework of questionnaires which were distributed among a sample of 100 industrial managers and experts with experience in strategic alliances in the segmentation industries of Tehran Province. Then, using confirmatory factor analysis, the designed construct was approved. Finally, findings were summarized in four broad categories of strengthening entrepreneurial capabilities, strengthening social capital, internationalization of firms, and strengthening competitive advantage, which respectively have the strongest impact on the formation of strategic alliances. This research has led to the identification and presentation of a native model for the functions which small and medium-sized enterprises can make the best use of in order to enter into alliances with large companies.