Iranian Academy of Management science
Iranian journal of management sciences
2717-2619
2
شماره 7
2007
12
04
The Effect of Emotional Intelligence Training on the Service Quality of Mellat Bank Branches
1
29
FA
The subject of emotional intelligence has attracted the attention of many organizational managers and scholars in recent decade. The possibility of developing this type of intelligence has motivated many organizations to conduct EI training programs for their employees. This study tends to examine the effect of EI training program on the service quality of Mellat bank branches. In This study, 10 branches of the bank were chosen as the research sample (five as the experiment and five as the control group). In the Pre-test phase EI level of the control group (using ECI test) and service quality of both experiment and control groups (using SERVEPERF test) were measured. Then an eight-session EI training program was conducted for each branch of the control group (having a total of 69 employees) for a period of two months. In the post test phase EI level of the trained employees and also service quality of all the sample branches were measured once more. Results show that the EI level of the experiment group and its service quality have had meaningful improvements while service quality of the control group branches has not had a meaningful improvement. It could be concluded that Iranian public banks could invest on developing their employees’ EI and this would lead to improved service quality.
emotional intelligence,Service quality,Public banks,Training emotional intelligence
http://journal.iams.ir/article_40.html
http://journal.iams.ir/article_40_b686d49b217b37e765075c8a9db45c80.pdf
Iranian Academy of Management science
Iranian journal of management sciences
2717-2619
2
شماره 7
2007
12
04
Presenting an Approach for Business Process Redesign based on Selecting Best Strategic Practices
31
54
FA
This paper presents a methodology for introducing strategic best practices. The strategic best practices are those successful experienced practices of business process redesign (BPR) aligned with organization’s macro strategies. We study the best practices of BPR in accordance with organization strategies. Using previous research findings that published in 2003-2005 we collected a sum of BPR best practices from which 29 best practices were selected. Based on these Practises the proposed methodology has been presented to select the strategic best practices. Finally the enrollment process of a university was studied to evaluate the proposed methodology.
Business process redesign,Strategic best practices,strategy,Organization
http://journal.iams.ir/article_41.html
http://journal.iams.ir/article_41_60ac1d735b457714c484e2b47bd5da74.pdf
Iranian Academy of Management science
Iranian journal of management sciences
2717-2619
2
شماره 7
2007
12
04
Variables Affecting the Selection of a Foresight Project Dimesions
55
80
FA
Foresight as an effective instrument in policy making (especially in science and technology) helps governments deal with today’s challenges such as globalization and growing competition. In The process of conducting a foresight project, special dimensions of the project should be selected according to different variables. The present research studies variables that affect some dimensions of a foresight project and at the end a list of the variables is provided. Based on, the literature review, sample survey and interviews with experts, we selected and prioritized twenty first variables that affect the foresight project dimensions.
Technology,Foresight,Scoping
http://journal.iams.ir/article_42.html
http://journal.iams.ir/article_42_818232207fdff4f2483bbaff7e39db79.pdf
Iranian Academy of Management science
Iranian journal of management sciences
2717-2619
2
شماره 7
2007
12
04
Customers' Acceptance of E-Banking:
A Survey on Shiraz Banks
81
98
FA
This article studies the acceptance level of e-banking shirazi customers among. A questionnaire was distributed to the customers of different bank branches. Results of the research indicate that electronic services' easiness and usefulness as well as customers' trust affect electronic banking acceptance. However there exists no meaningful relationship between demographic factors and acceptance of electronic banking.
electronic banking,Automated teller machines,Phone banking,Technology acceptance model
http://journal.iams.ir/article_43.html
http://journal.iams.ir/article_43_6e8c4635a598c295327d2bbd81cea03b.pdf
Iranian Academy of Management science
Iranian journal of management sciences
2717-2619
2
شماره 7
2007
12
04
Survey of Relation between Users' view towards Websites and Internet Advertising Effectiveness
99
119
FA
The purpose of the present study was to test four hypotheses regarding the effects of viewing websites on internet advertising. A sample of 289 postgraduate students of Shiraz University was asked to fill out the research questionnaire. They were asked to recall brand names seen on the internet to describe perceived advantages and disadvantages of online advertising and to recall ads encountered in all media and whether they liked them or not. Findings show that visiting websites increase aided recall of brands seen on the internet and to improve users' views of the brand. Users who had a positive view saw more advantages in web advertising but they perceived more disadvantages as well. Finally, the sample users appeared to like TV advertising more than internet advertising. The findings present a complex picture of internet advertising which will be useful for online advertisers.
User view,Websites,Internet advertising,Advertising effectiveness
http://journal.iams.ir/article_44.html
http://journal.iams.ir/article_44_55a4e82358d8ba955f9348e811168707.pdf