فصلنامه فرایند مدیریت و توسعه
سال بیست و هفتم شماره 1 (پیاپی 87، بهار 1393)

Despite having diverse attractions، Iran has a tiny proportion of global revenues of tourism industry. Development of the tourism industry in Iran has been analyzed from the perspective of various disciplines. In this research، underdevelopment of tourism industry in Iran was studied from the perspective of public policy-making and with an emphasis on the concept of policy referential. Referential of tourism policies was evaluated in terms of the Five-Year Development Plans. Based on the findings، the referential of tourism policies does not provide a clear definition of tourism status of Iran، and demands and expectations of government authorities regarding tourism is not well-defined and does not submit a comprehensive look of the different sectors of the tourism industry. As a result، the ambiguity of tourism sector referential has influenced the process of development، implementation and evaluation of tourism policies and thereby، failing to meet the objectives of tourism development.

Today''s world is full of changes. The advent of information and communication technology، and as a result of that،e-government،is among the most important changes. One of the macro policies of the Islamic Republic of Iran’s government in the 3rd Economic and Social Development Plan is broader and better utilization of information and communication technology. In this respect، the government has recently launched a comprehensive program called “Development and Utilization of Information Technology” or “TAKFA”. One of the plans of this program is Electronic Government، which the Judiciary Powerhas adopted and is implementing it in the framework of CaseManagement System (CMS). Despite thefact that this system possesses so many facilities، it didn’t receive much acceptance and finally failed. In this study،basedonthe Decomposed Theory of Planned Behavior، hypotheses were designed and the acceptance of electronic government services among clients of Shahid Beheshti Complex located in Tehran was tested. For this purpose، a standard questionnaire with reasonable validity and reliability was used for data collection process. Data were gathered from 300 valid responses to the survey. Descriptive-correlational method،together withLisrel Softwareand structural equation modeling approachwereapplied to analyze data. The results of the study، based onhypothesis testing،showed that trust was the mostimportant factor determining the clients’ attitude toward e-government services and the second most significant variables were perceived ease of service، the risk involved، adaptability، innovation، and perceived usefulness. All variables of the model، except perceived risk،were directly correlated with services offered byCMS. Besides،the clients’ attitude toward e-government services had the highest effect on the objectives behind the use of this service.

Regarding the monetary nature of operations in financial and service institutions، especially in banks،changing the behavior of customers is of major sensitivity and needs careful and timely planning by managers of such institutions. In the present competitive environment، banks are obliged to link their existence with customers، recognize their demands and needsand take measures so that they are quite satisfied with the banks’ performance. In today’s marketing،the cost of losing a customer is equal to losing all the benefits acquired from the services that customer may need in his lifetime، and this can be alarming for banks. Therefore،customer-orientation is a critical issuewhich should be taken into consideration and it can be realized only with the successful implementation of customer relationship management system. The main purpose of the present research was to identify the readiness of Iran''s Post Bank to establish CRM system. Based on a review of literature on readiness assessment of customer relationship management، the related factors and indicators were identified. After a preliminary survey on the factors and indicators، questionnaires were prepared and distributed among 285 experts and administrators of Iran’s Post Bank. Data analysis was performed with SPSS software. Based on the findings of the research، the readiness of Post Bank in the intellectual dimension was above average، and in the social and technological dimensions was below average. Recommendations for improving the criteria of the stated dimensions were offered in the end.

The main objective of this research is to investigate the relationship between managerial competency and management commitment to the employee empowerment on job performance of employees. As an applied research، this study used descriptive-quantitative method. The employees of EN Bank in Tehranmade upour population and based on Cochran’s formula as well as simple random sampling، 187 people were selected. For data collection six different questionnaires were applied. The collected datawere analyzedbased on Pearson correlation coefficient and path analysis test. The results showed that managerial competency and management commitment to the employee empowerment have positive effect on employee job performance. In addition، management motivation and employee empowerment havepositive impact on job performancethrough job satisfaction.

Leadership is one of the most influencial factors on personnel behavior in the workplace. This research was carried out with the aim of studying the mediating role of job enrichment in the relationship between transformational leadership components and organizational citizenship behavior. Research statistical population was the personnel of minerals and industries holding factories of Ehya Sepahan Company in summer of 1388 (2009). From the above-mentioned population، 329 subjects were selected by using two-stage sampling. Research instruments included transformational leadership (with 22 items and four subscales including group goals، personal support، intellectual role model، and high-performance expectancy)، job diagnostic survey (with22 items and five subscales for computing MPS as the indices of job enrichment level) and organizational citizenship behavior with 9 items. UsingPearson''s correlation coefficient، structural equation modeling and mediating analysis،data were analyzed. Results revealed that job enrichment played the role of mediator variable in the relation between personal support، intellectual role model and high performance expectancy with organizational citizenship behavior. Group goals as the first component of transformational leadership have direct relationship with organizational citizenship behavior. Although personal support has an indirect relationship with organizational citizenship behavior through job enrichment، it also has a direct relationship with organizational citizenship behavior.

Because of undeniable importance of oral or word of mouth promotion in marketing، especially in financial services، studying the underlying factors affecting it، is necessary. The main purpose of the present research is studying effective antecedents of oral promotion in banking industry. Methodologically، this research is an applied and causal survey. In order to investigate the relationship among various components of the research model، structural equation modeling was used. The population consists of private banks’ customers in the city of Arak in 2011. For data gathering purposes، 425 questionnaires were distributed، but only 386 questionnaires were returned for analysis. Meanwhile، construct validity and factor analysis were applied. Except for the hypothesis regarding the impact of trust on oral promotion، four other hypotheses were supported. Theresultsofthestudyindicatethatthedimensionsofrelationship quality consisting of satisfaction، commitment and trust directly affect persuading customers into oral promotion; however، shared values have an indirect relationship with oral promotion through bank customers.

Human Resources Management (HRM) is one of the branches of management science which، in addition to creating relations with the staff، establishes relations among all policies، decisions and activities of the organization. The focal point of relations between employees and employers is compensation of services، which plays the main role in organizations. The main objective of the present study is to identify the organizational factors affecting the compensation of services of specialist physicians working in state-run hospitals in Tehran. Compensating physicians’ services was evaluated based on motivational theories and living costs as well as other literature related to organizational components. The population of this descriptive survey is stat-run hospitals of the City of Tehran. To collect data، a questionnaire with the reliability value of 91. 4%، measured by structural equations، was applied. The fitness index of the model indicates that the model for measuring organizational components of compensation was appropriate and the general framework for evaluating it is both significant and acceptable. Based on the results of the research، the identified organizational dimension has direct correlation with compensating physicians’ services. Further، the role of components of “organizational” dimension، particularly organization’s policies، is emphasized. According to the findings، it is suggested that managers and policy makers should pay attention to the components related to the organizational dimension while making decisions about compensating physicians’ services.

One of the issues Iran is facing with is boycott، which relates to various aspects. The purpose of this paper is to study the impact of boycott intention on purchase decision among consumers of American toothpastes in Tehran through marketing mix. Three hypotheses were formulated، among which the third one was not supported. The sample was 345 American toothpastes consumers. Data were gathered through a questionnaire which proved to be valid and reliable، so that three levels of validity were approved and Chronbach Alpha technique for reliability showed the approximate value of 0. 80. Statistical softwares and regression technique were used to conduct data analysis. The research findings show that consumers of American toothpastes don’t have any boycott intention regarding the purchase of the product. Besides، three items of the marketing mix، i. e.، product، price and place don’t seem to be significant to them and they see no promotion in American products. Regarding the last variable، purchase intention، they consider only brand important and the medium makes no difference to them.