نشریه مدیریت استاندارد و کیفیت
سال سیزدهم شماره 4 (پیاپی 49، زمستان 1402)

The quality of electronic service recovery is very important for banks to create customer satisfaction. However, satisfaction with e-services depends on the ease of transition from one service provider to another. Therefore, moving costs are also very important. The present study was conducted with the aim of investigating the effect of the quality of electronic service recovery on the satisfaction of electronic service recovery, considering the moderating role of switching costs among the employees of Hamedan Bank Tejarat. The statistical population of this research included all customers of Tejarat Bank branches in Hamedan city, an unlimited number of whom 384 people were selected using Morgan's table and available sampling method. The results of the data analysis showed that the switching cost moderates the relationship between the quality of electronic service recovery and the satisfaction of electronic service recovery. Also, the factors affecting the quality of electronic services including (restoration of expectations, quality of information, digital commitment, quality of employees and service orientation) all have a positive and significant effect on the recovery from the quality of electronic services and finally the satisfaction from the recovery of electronic services.

The main goal of the current research is to evaluate the pillars, benefits and results of the implementation of the 5S grooming system in the Zanjan Zinc Khales Sazan Industries, as the largest exporter of zinc ingots with a purity of 99.9% in the Middle East.

The research method is practical in terms of purpose; In terms of data collection, descriptive-survey; and in terms of analysis, it is qualitative-quantitative. The statistical community regarding the evaluation of the effective elements in the implementation of the 5S grooming system and the extraction of their weight, as well as the identification of the benefits and results of the implementation of the said system and the ranking of the benefits and results, includes 18 experts and specialists of the mentioned industry.

For this purpose, at first, using the multi attribute decision-making technique called SWARA, the aforementioned pillars were evaluated and the importance (weight) of the pillars was calculated. The output of this technique showed that the fifth pillar, "self-discipline and public participation" was extracted with the greatest weight as the most important and effective pillar in the implementation of the 5S grooming system in Zanjan Zinc Khales Sazan Industries. Also, the second pillar (organization of essential items and clarification) was ranked last with the lowest weight. Then, using the fuzzy Delphi approach, the benefits and results of the implementation of the 5S grooming system in Zanjan Zinc Khales Sazan industries were extracted. In the following, eight extracted alternatives (benefits and results) were evaluated and ranked using the opinions of industry experts and using the new decisionmaking technique of MOORA. The final result of this technique indicates that the first alternative means "making the work environment safer and the work processes more comfortable and pleasant" in the first place, and the seventh alternatives means "optimal use of space and resources" and the sixth means "reducing search times and finding resources" in The next ranks were placed. The second alternative including "improving industry turnover" was ranked last.

In this way, the proposed research approach will provide a suitable model for evaluating the pillars, benefits and results of implementing the 5S grooming system in Zanjan Zinc Khales Sazan Industries.

Technology is the main tool of countries' economic development and a context for increasing the productivity. Choosing the right technology for all departments of the organization, including quality control, is an important issue that requires special attention. Therefore, the current research has evaluated the level of technological capability of the quality control department in one of the military industries, using Atlas model. According to this model, technology examines in four main indicators: technoware, infoware, humanware and Orgaware. In this study, which was conducted in the period of 2021-2022, first the levels of complexity, upper and low limits and the share of each indicator of technology were determined and then the intensity of their impact was calculated and finally in order to determine the capability of technology in the quality control department, the technology contribution coefficient was identified and was analyzed using the Atlas models' THIO diagram.

Vitality of human resources is a completely sensory matter and in fact it is a positive state that is achieved in response to the constant interaction of a person with the meaningful factors of job and working environment and it is in the form of three related feelings such as: physical strength, emotional energy and cognitive vitality. For sure, cheerful employees have a favorable and satisfactory attitude towards themselves and others, have balanced social relations and evaluate their life process and others positively. The current research is to present a standard framework for human resource vitality, which is done with a descriptive and survey approach. In this practical research with a qualitative approach, in order to collect information, the method of reviewing library and archival documents, observation and interview has been used. Also, the main research strategy has been the foundational data theory. The statistical population of the research is the experts, experts and managers related to the field of management and human resources, and judgmental sampling method has been considered for sampling. Regarding the findings of the research, taking into account the research method, a comprehensive and standard framework for the vitality of human resources was planned so that the indicators and components of the vitality of human resources according to the causal, background, intervening factors, strategies and its consequences Determined Finally, through the data theory of the foundation, the standard framework for the vitality of the organization's human resources was formulated and its accuracy, correctness, practicality, comprehensiveness and completeness were confirmed from the perspective of experts.

During the Fourth Industrial Revolution, technological advancements have posed new challenges for businesses. Traditional methods of operation often rely on historical evidence and past indicators, making them susceptible to discontinuous changes. Consequently, managing and understanding uncertainties has led to the growing importance of future-oriented approaches in designing business models. However, no comprehensive study has been conducted on suitable foresight methods for designing business models in startups. Given the unique characteristics of startups, such as age, growth, and resource constraints, the methods that commonly employed by medium and large enterprises may not be applicable to them. Therefore, there is a need for independent research in this area. The main question of this research is: "What are the most important foresight methods that are considered in the analysis or design of the business model in startups?". Based on this question, a quantitative approach using the scientometric method and a qualitative approach using the questionnaire method were used. Based on scientometric studies, it was revealed that the trend of using forecasting methods in designing and developing business models is growing. Summarizing the obtained results shows that the "scenario" method is the most important appropriate foresight method in the design of a futuristic business model.

In today's business environment, which is accompanied by increasing competition in global markets, international strategies are becoming more important, and exporting is known as the most common way for companies to enter global markets. Today, companies are trying to prosper by improving their export performance. Considering this importance, in this research, the key drivers of the export performance of small and medium-sized companies have been investigated. Specifically, the purpose of this research is to investigate the effect of absorptive capacity, intangible resources and entrepreneurial orientation on the export performance of small and medium-sized companies through the mediation of competitive advantages and comprehensive quality management. This research is practical in terms of purpose and analytical-descriptive in terms of methodology. The community under investigation is small and medium-sized companies active in the field of food industry located in Tehran, and the questionnaire was distributed among the managers and experts of these companies. Finally, 250 practical questionnaires have been collected, and the value of Cronbach's alpha and the combined reliability of all variables have been obtained in order to check the reliability of the measuring tool above 0.7. The analysis of the collected data was done by structural equation modeling method and using SmartPLS software. After the statistical analysis, it was found that the drivers of export performance, including intangible resources, absorption capacity and entrepreneurial orientation, have a positive and significant effect on the export performance of small and medium-sized companies. It was also found that intangible resources, absorptive capacity and entrepreneurial orientation have a positive and significant effect on competitive advantage and comprehensive quality management. Also, the mediating effect of total quality management on the relationship between entrepreneurial orientation and export performance was confirmed. According to the obtained results, all research hypotheses are confirmed. Therefore, considering the importance of export, it can be concluded that any action to improve each of these drivers will lead to an increase in the company's export performance.