Communication model of client honoring development in the Ministry of Sport and Youth

Document Type : Research Paper

Authors

1 PhD Student, Department of Sports Management, Faculty of Art and Architecture, Shiraz Branch, Islamic Azad University, Shiraz, Iran

2 Assistant Professor, Department of Sports Management, Faculty of Art and Architecture, Shiraz Branch, Islamic Azad University, Shiraz, Iran

3 Associate Professor, Department of Sports Management, Faculty of Art and Architecture, Shiraz Branch, Islamic Azad University, Shiraz, Iran

Abstract

The present study was designed and implemented with the aim of Communication model of client honoring development in the Ministry of Sport and Youth. The present research method was mixed (qualitative-quantitative). The statistical population of the study included elites in the field of research, for which purpose 14 people were identified as the research sample according to the purposeful sampling method. The research collection tools included a researcher-made questionnaire and a semi-structured interview. The validity of the questionnaire was examined according to the opinion of experts. The reliability of this questionnaire was also investigated using Alpha-Cronbach's calculation method (α = 0.85). All research data analysis process was performed in EXCEL software. The results showed that 7 general factors such as technical infrastructure factors, employee and manager capabilities, organizational rules and regulations, motivation, cultural factors, supportive aspects and organizational aspects as factors affecting the development of honoring the client in the Ministry of Sports and The youth were identified. According to the results, it was found that supportive aspects (network effect = 1.478) and cultural factors (network effect = 0.893) as causal factors and empowerment factors of managers and employees (network effect = -0.139), infrastructure Technical (-0.142 = network effect), rules and regulations (-0.169 = network effect), motivation (-0.888 = network effect) and organizational aspects (-1.033 = network effect) were identified as causal factors.

Keywords

References

-  اصغری، حرمت؛ ذاکری، محمد؛ اسدی، اسماعیل (1396). «عوامل اثرگذار بر تکریم ارباب رجوع در حوزه بهداشت و درمان مبتنی بر قانون مدیریت خدمات کشوری»، مدیریت منابع در نیروی انتظامی، 5 (4)، 24-1.
-  حسین‌زاده، علی؛ غفاری، حسن؛ سالاری، مهدی؛ امیرکلالی، بی‌بی الهه (۱۳۹۴). «آسیب شناسی اجرایی طرح تکریم ارباب رجوع از دیدگاه مدیران دستگاه‌های اجرایی (مورد مطالعه شهرستان تربت حیدریه)»، کنفرانس بین‌المللی مدیریت، فرهنگ و توسعه اقتصادی، مشهد، مؤسسه تحقیقاتی رایمند پژوه، 17-1.
-  سجادی زند، پریسا (1395). «طرح تکریم ارباب رجوع و جلب رضایت مشتریان در سازمان‌ها برای جلوگیری از هزینه‌های کیفی خارجی»، فصلنامه مطالعات مدیریت و کارآفرینی، 2 (2)، 169-160.
-  شواری عالی اداری (1381). «طرح تکریم ارباب رجوع».
-  رستمی، عبدالکریم (1397). «بررسی میزان اثر بخشی پرسنل اداری در رضایتمندی ارباب رجوع و تحقق اهداف سازمانی»، دوازدهمین کنفرانس بین‌المللی روانشناسی و علوم اجتماعی، تهران، شرکت همایشگران مهر اشراق، 1-19.
-  ذوالفقاری، اکبر؛ نقیبی‌زاده، سید احمد (۱۳۹۳). «نقش تکریم ارباب رجوع در بهبود کیفیت زندگی کارکنان در سازمان‌های دولتی»، کنفرانس بین‌المللی مدیریت و مهندسی صنایع، تهران، 12-1.
-  عطایی‌پور، سعید (1383). «کاربرد گسترش عملکرد کیفیت QFD در طرح تکریم ارباب رجوع»، چهارمین کنفرانس بین‌المللی مدیریت کیفیت.
-  قریشی، سیدمیلاد؛ قریشی، سیدمعروف؛ شریفی، شقایق (۱۳۹۶). «بررسی عوامل بر طرح تکریم از دیدگاه ارباب رجوع»، پنجمین همایش علمی پژوهشی علوم تربیتی و روانشناسی، آسیب‌های اجتماعی و فرهنگی ایران، تهران، انجمن توسعه و ترویج علوم و فنون بنیادین، 10-1.
-  کشتکاران، علی؛ تفت، وحید؛ کشتکاران، ویدا؛ حیدری، علیرضا؛ شاهمحمدی، جواد؛ ده بزرگی، مریم (1396). «ارتباط میزان اجرای تکریم ارباب رجوع با رضایت بیماران در بیمارستان‌های شیراز»، پیاورد سلامت، ۱۱ (۱)، ۱۱۵ -۱۲۳.
-  مهرابیان، فردین؛ نصیری‌پور، امیراشکان؛ طبیبی، سید جمال (1385). «طرح تکریم ارباب رجوع در بیمارستان‌های آموزشی رشت»، مجله دانشگاه علوم پزشکی گیلان، 15 (57)، 82-91.
-  Bai, H. Y. (2018). “The Effects of ICT-related Messages during Non-work Time on Employees Misbehaviors and Customer-Oriented Behaviors on the Next Day: Mechanisms and Boundary Conditions”, Master Thesis of Human Resource Management. National Sun Yat-Sen University.
-  Deshpandé, R., Farley, J. U., & Webster Jr, F. E. (1993). “Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis”, Journal of marketing, 57(1), 23-37.
-  Feng, T., Wang, D., Lawton, A., & Luo, B. N. (2019). “Customer orientation and firm performance: The joint moderating effects of ethical leadership and competitive intensity”, Journal of Business Research, 100, 111-121.‏
-  Frambach, R. T., Fiss, P. C., & Ingenbleek, P. T. (2016). “How important is customer orientation for firm performance? A fuzzy set analysis of orientations, strategies, and environments”, Journal of Business Research, 69(4), 1428-1436.‏
-  Habel, J., Kassemeier, R., Alavi, S., Haaf, P., Schmitz, C., & Wieseke, J. (2020). “When do customers perceive customer centricity? The role of a firm’s and salespeople’s customer orientation”, Journal of Personal Selling & Sales Management, 40(1), 25-42.‏
-  Huff, L., & Kelley, L. (2005). “Is collectivism a liability? The impact of culture on organizational trust and customer orientation: a seven-nation study”, Journal of business research, 58(1), 96-102.
-  Hughes, D. E., Richards, K. A., Calantone, R., Baldus, B., & Spreng, R. A. (2019). “Driving in-role and extra-role brand performance among retail frontline salespeople: Antecedents and the moderating role of customer orientation”, Journal of Retailing, 95(2), 130-143.‏
-  Hur, J. C., & Jang, S. S. (2016). “Toward service recovery strategies: the role of consumer-organization relationship norms”, Journal of services marketing, 30 (7), 724-735.
-  Kia, N., Halvorsen, B., & Bartram, T. (2019). “Ethical leadership and employee in-role performance: The mediating roles of organizational identification, customer orientation, service climate, and ethical climate”, Personnel Review, 48(7), 1716-1733.‏
-  McLaughlin, H. (2009). “What's in a name: ‘client’, ‘patient’, ‘customer’, ‘consumer’, ‘expert by experience’, ‘service user’—what's next?”, The British Journal of Social Work, 39(6), 1101-1117.‏
-  Mortimer, G., Lings, I., & Drennan, J. (2019). “Examining customer-oriented positive deviance intentions of retail employees”, International Journal of Retail & Distribution Management.
-  Nart, S., Sututemiz, N., Nart, S., & Karatepe, O. M. (2019). “Internal marketing practices, genuine emotions and their effects on hotel employees’ customer-oriented behaviors”, Journal of Human Resources in Hospitality & Tourism, 18(1), 47-70.‏
-  Paparoidamis, N. G., Tran, H. T. T., & Leonidou, C. N. (2019). “Building Customer Loyalty in Intercultural Service Encounters: The Role of Service Employees’ Cultural Intelligence”, Journal of International Marketing, 27(2), 56-75.‏
-  Pousa, C., Hardie, T., & Zhang, X. (2018). “Promoting frontline employee customer orientation in China: a replication and a comparison”, International Journal of Bank Marketing.
-  Reiner, G. (2005). “Customer-oriented improvement and evaluation of supply chain processes supported by simulation models”, International journal of production economics, 96(3), 381-395.‏
-  Schwepker, C. H., & Ingram, T. N. (2016). “Ethical leadership in the salesforce: effects on salesperson customer orientation, commitment to customer value and job stress”, Journal of Business & Industrial Marketing,‏ 31 (7), 914-927.
-  Supreme Administrative Council (2002). Client Honor Plan, (Persian).
-  Tai-Seale, M., Downing, N. L., Jones, V. G., Milani, R. V., Zhao, B., Clay, B., ... & Longhurst, C. A. (2019). “Technology-enabled consumer engagement: promising practices at four health care delivery organizations”, Health Affairs, 38(3), 383-390.
-  Verma, V. K., Chandra, B., & Kumar, S. (2019). “Values and ascribed responsibility to predict consumers' attitude and concern towards green hotel visit intention”, Journal of Business Research, 96, 206-216.‏
Contemporary Studies On Sport Management
Volume 10, Issue 19 - Serial Number 19
October 2020
Pages 127-139

Files

Share

How to cite

Statistics