Service employees’ willingness to report complaints (WRC) is an important determinant of firms’ long-term growth. Despite its importance, we know little about the factors that drive or hinder employees’ WRC. Drawing on the job demands-resources (JDR) model, we propose job resources (supervisor support and employee empowerment) and job demands (perceived customer unfriendliness and workload) as ...

Service quality is a factor for measuring customer satisfaction in hotel industry. Therefore, in order to achieve competitive advantage and maintain customers, improving service quality has become an important tool in hotel industry to achieve customer satisfaction which is lead to customer loyalty. Because companies are developing close relationships with suppliers and customers. Since then th...

impact of supply chain drivers on supply chain performance has no far been studied. in this research we want identifying supply chain drivers, classifying them and examining their relationship with iran's supply chain performance. this research has innovation in identifying and classifying drivers and examining relationship between drivers and supply chain performance we used bsc for assessing ...

Double sampling plan is an examination with a certain parameter, so it cannot decide about manufactured products whose portion parameter ( ) is not certain. The main goal of this survey is to introduce double variable plan when  is indefinite to examine manufacturing products when concerned characteristics are normally distributed. Plan parameters are achieved by an optimization manner. Sum of ...

background: in today's competitive world, organizations' survival and success depends on satisfying customer needs and ex­pec­tations. this is particularly important in health care sector where quality of service and customer relations are the key suc­cess factors. the purpose of this research was to determine whether there was a relationship between patient satisfaction and loyalty to the serv...

Cloud Computing allow the users to efficiently and dynamically provision computing resource to meet their IT needs. Companies are able to rent resources from cloud for storage and other computational purposes so that their infrastructure cost can be reduced. Further they can make use of company-wide access to applications based on pay-as-you-go model. Hence there is no need for getting licenses...

Marketing deals with identifying and meeting the needs of customers. It is therefore both an art and a science. To bridge the gap between art and science, soft computing, or computing with words, could be an option. This chapter introduces fundamental concepts such as fuzzy sets, fuzzy logic, and computing with linguistic variables and terms. This set of fuzzy methods can be applied in marketin...

according to capabilities-based theory, companies can achieve competitive advantage through capabilities such as marketing capability which resulted in the lead in identifying customer needs and understanding the factors influencing their behavior. in this regard, it is important knowing that electronic marketing as innovative technology-based activity how much can moderate the impact of market...

In this paper, we apply continuous review (S-1, S) policy for inventory control in a three-echelon supply chain (SC) including r identical retailers, a central warehouse with limited storage space, and two independent manufacturing plants which offer two kinds of product to the customer. The warehouse of the model follows (M/M/1) queue model where customer demands follow a Poisson probabilit...