...ارائه شاخص رضایت مشتری ایرانی Presentation of Iranian Customer Satisfaction Index دکتر علی اصغر فانی[1]، اکبر پورمحمد*[2]، دکتر علیرضا حسن زاده[3] 1- استادیار گروه مدیریت دانشگاه تریبت مدرس 2- کارشناس ارشد مدیریت دولتی دانشگاه تربیت مدرس 3- استادیار گروه مدیریت فناوری اطلاعات دانشگاه تربیت مدرس شماره تماس: 09192058242 04922142224 آدرس: استان آذربایجانشرقی- شهرستان مرند- روستای قراجه محمد-کدپستی: 76349-54471 Dr.Aliasghar Fani, Akbar Pourmohammad, Dr.Alireza Hasanzadeh 1. Assistant Professor of Management, Department of Management, Tarbiyat Modares University 2. Master of arts in Pubic Administration, Tarbiyat Modares University 3. Assistant Professore of Management, Department of Information Technology, Tarbiyat Modares University چکیده شرکتها برای راضی نگه داشتن مشتریان بایستی عملکردشان را بهبود دهند تا بتوانند در محیط کسب و کار به شدت رقابتی به مزیت رقابتی پایدار دست یابند. زیرا نتیجه اصلی رضایت مشتری وفاداری مشتری است و شرکتها با سهم زیادی از مشتریان وفادار به دلایل افزایش نرخ خرید مجدد، خریداران بالقوه زیاد، تمایل به قیمتهای بالاتر، رفتار توصیه ای مثبت و هزینه های جایگزینی کم، سود می برند. به علت نقش حیاتی رضایت مشتری و وفاداری، تجزیه و تحلیل ارتباط این متغیرها به طور کلی پذیرفته شده است و بایستی در بین شرکتها، صنایع، بخشها و ملل مقایسه گردند. هدف این مقاله بررسی شاخصهای ملی رضایت مشتری و ارائه شاخص رضایت مشتری ایرانی است. تحقیق از لحاظ روش گردآوری داده ها توصیفی است؛ زیرا بر اساس نظرسنجی از خبرگان به گردآوری داده ها، و تجزیه و تحلیل...
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...Theme: International standards and principles on business and human rights Outline 1. UN Global Compact 2. Guiding Principles on Business and Human Rights At first sight, it is difficult to trace the connection between human rights and business. However, nowadays the proximity of these concepts has been developing rapidly and ceases to amaze. For many influential companies this direction has already become a mainstream. Companies can achieve real progress in observing human rights and at the same time succeed in conduct of business operations. Respect for human rights by commercial structures has become a "sign" of an ideal, socially responsible organization and comfortable for the best shots. With the support of business and other stakeholders, the UN Global Compact’s governance framework was adopted by then UN Secretary-General Annan on 12 August 2005 following a yearlong international process co-led by Georg Kell, Executive Director of the UN Global Compact and Professor John Ruggie, then Special Advisor to the Secretary-General. That process included studying networked governance models of other cutting-edge global action and solution networks and holding focus groups with participants and stakeholders, including governments, local networks, and academics. The resulting governance framework distributes governance functions among several entities so as to engage participants and stakeholders at the global and local levels in making decisions and giving advice...
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...years. Negotiators play a large role in the success of these negotiations and they require a lot of skills and training in order to be successful. In this paper we will discuss some of the knowledge and skills that are required by those negotiators. Contract negotiations can get very in depth and heated, especially when it comes to determining wages and benefits. Our text book tells us that many times one side will try to bluff the other side or outsmart them in a number of ways. Others will try to ask for much more than they really think they will be able to get so it looks like they are giving up more than they really are (Sloane, A., & Witney, F., 2010, pp. 194). If I ask for a salary of $70,000 a year but I am comfortable with and willing to take only $50,000 a year then that leaves me a lot of wiggle room and it makes it look like the other side is taking something away from me. Negotiators “work usually involves drawing on knowledge of company policy and economic data as they prepare and negotiate new contracts; they may also review and re-negotiate existing contracts, act as a company’s prime customer liaison and work with executives on new organizational strategies” (Contract Negotiator: Employment info and requirements for becoming a contract negotiator, n.d.). With all of that said, it is important for a negotiator to be up to date with all of the company’s policies and the current state of the economy and where it might be headed. A negotiator should...
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...The ability to negotiate successfully in today's turbulent business climate can make the difference between success and failure. With this in mind, Ed has reevaluated his list of top ten negotiation tips. Here are Ed Brodow's Ten Tips for Successful Negotiating updated for the year 2014: 1. Don't be afraid to ask for what you want. Successful negotiators are assertive and challenge everything – they know that everything is negotiable. I call this negotiation consciousness. Negotiation consciousness is what makes the difference between negotiators and everybody else on the planet. Being assertive means asking for what you want and refusing to take NO for an answer. Practice expressing your feelings without anxiety or anger. Let people know what you want in a non-threatening way. Practice 'I' statements. For example, instead of saying, "You shouldn't do that," try substituting, "I don't feel comfortable when you do that." Note that there is a difference between being assertive and being aggressive. You are assertive when you take care of your own interests while maintaining respect for the interests of others. When you see to your own interests with a lack of regard for other people's interests, you are aggressive. Being assertive is part of negotiation consciousness. "Challenge" means not taking things at face value. It means thinking for yourself. You must be able to make up your own mind, as opposed to believing everything you are told. On a practical level, this...
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...Families as Negotiators Tamiko Dawkins USC Human Behavior and Development SOWK 503 Sherry Blair February 6, 2014 Families as Negotiators As I read this article the main points the author were trying to make were psychological resilience on both the individual and family level. As a little girl growing up being raised by my grandmother who was a widow with seven children of her own, I can definitely see how my personality was affected by my environment. Resilience is defined as the ability to become strong, healthy, or successful again after something bad happens or the ability of something to return to its original shape after it has been pulled, stretched, pressed, bent, etc. (Merriam-Webster, 2013). I can remember difficult times in my life where my reputation was on the line because of things I had done or poor choices I made, however because of how I was raised I was able to overcome. As a little girl I found myself in many distressed situations because of family dynamics and because of all that I am the woman I am today. Psychological resilience on the individual level relates to an individual’s tendency to cope with stress and adversity. Resilience is most commonly understood as a process, and not a trait of an individual. Most research now shows that resilience is the result of individuals being able to interact with their environments and the processes that either promote well-being or protect them against the overwhelming influences or risk factors (Zautra...
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...APPLIED MANAGEMENT ¿Durante el lapso de la película "The Negotiator", que tipos de estilo de negociación utiliza el personaje principal Danny Roman? Analítico / Cooperativo: Durante la primera parte de la película, Danny se enfrenta a una situación donde tiene que salvar a una niña que está siendo apuntada por Omar, su padrastro, Danny usa el estilo Analítico Cooperativo con el fin de crear un ambiente tranquilo, Danny analiza los estados de ánimo y las necesidades de la contraparte y trata de responder a él siendo simpático, para luego poder actuar de manera paciente y triunfar en su misión de rescate. During the first part of the film, Danny is faced with a situation where he has to save a girl who is being targeted by Omar, her stepfather, Danny uses a Cooperative Analytical style used to create a calm, Danny discusses the states mood and needs of the customer and tries to respond to him being nice, and then to act in a patient and succeed in their mission of rescue. Analítico / Agresivo: A mediados de la película, cuando Danny es acusado falsamente de la muerte de su compañero, usa sagazmente un estilo Analítico Agresivo al tomar como rehenes a miembros claves de la Organización con el fin de encontrar al responsable del homicidio, Danny negocia con sus mismos superiores de manera agresiva al establecer condiciones y peticiones, al mismo tiempo que los amenaza con la muerte de rehenes en caso de no verse cumplido sus requerimientos. En el transcurso de la escena...
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...PRELIM ROUND Given our theme for inertia take 4 it is only fitting that we start off our journey basing and testing your knowledge by putting a new spin on an age old classic KARAN ARJUN. After the immense success of Krish 3, Rakesh Roshan has decided to revisit Karan Arjun and plans on makin a sequel and has already invested an upward of RS 75 crores in the venture. Miraculously Mr. Shah Rukh Khan has agreed to work alongside his alleged archenemy Mr. Salman Khan. The paparazzi have gotten wind of this fact and there was a full-‐page article citing the temporary arrangement and there are a lot of expectations from the film. Old timers are looking at it as a revolution of Indian Cinema in the modern era whereas die-‐hard fans of “The Khans” are looking at it as a duel to finally crown the king of...
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...Who is a good negotiator? In business life, negotiations are very essential, because there are a lot of important issues in a company’s life, which have to be solved through a negotiation. A good negotiator has to have some special qualities to succeed in business life. We could learn them, or develop during our carrier. The more negotiations we can participate, the easier we can use these qualities. The most important is planning. We must prepare to a negotiation to avoid most of the surprises, and to know everything about our company. With planning we can prepare ourselves to the potential questions that we can get during a negotiation. We have to utilize the power of our market position, because if we are the market leaders, we shouldn’t finish the negotiation as the second or third one in the market. And we should be aware of our opponent’s market position as well. We also have to have practical intelligence, in order to react fast to the issues. In my opinion, clear thinking under stress in also one of the most important qualities of a negotiator. Because we should insist on our company’s best, or perhaps we have to find out new ideas, solutions of offers very quickly. As for socializing, honesty is the most important. It is a little bit interesting; because nobody is completely honest, during a negotiation, but everybody assume that his or her partner is honest. And everybody claims that about themselves. In a negotiation, verbal clarity is also important. We...
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...EFFECTIVE NEGOTIATORS SUBMITTED ON 15 MAY 12 INTRODUCTION Negotiation happens whenever parties with different interests and perceptions depend on each other for results. Negotiation is often described more as an art than a science. Invariably, in any field of study, when comprehension gets too difficult for the student of the area of study, it is common to refer to the subject more as an art than science, as if in excuse for the failure to master an area that has too much in the realm of the abstract. Negotiation is definitely an art and a science, an art because it needs mastery and intuitive capability to utilize the right skills at the right time. But there is a science and logic behind every skill that has to be put into play, to succeed as a successful negotiator. The most obvious sign of mastery of the art and science of negotiation would be that in the end, all the parties in the negotiation walks away with a genuine sense of happiness that they got more than what they came for. Succinctly put, a good negotiation is one where, you get the other guy to choose what you want – for his own reason. In any negotiation, every side has two options, either to accept a deal or take its best no deal option. The job of a negotiator is to persuade the other side to accept a deal which is better than the no deal option of both the sides. The other side needs to choose in its own interest, which at the same time should serve your own interest. ANALYSIS Whilst a negotiator may...
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...gives advice for a good negotiation. First and foremost, we have to understand negotiation. In many negotiation situations there are two options: Accept or refuse the deal with the other parties. A negotiator seeks to get a deal with his interests. For that, he tries to persuade others to say “yes”. However, negotiation is not an easy exercise and you have to keep into account many things in order to have the best deal. MISTAKE 1 Neglecting Other Side’s Problem: Firstly, as a negotiator, you have to prepare your negotiation and know your own interests and your own no deal options. But, an agreement requires understanding and solving the other party’s problem as a means to solving your own end. Hence, overcoming the self centered attitude is critical to a successful negotiation. Self centeredness can undercut negotiator’s ability to influence profitably how the counter party perceives its problems. It is important to understand in depth what the other side really wants out of the deal. For the negotiation to be a win-win situation for both the parties, it is essential to understand the counterparty’s dilemma. Then, together it would be possible to build a ‘‘golden bridge’’ which would span the distance between where the other party is now and your desired outcome. Successful negotiators drive the deal from their side of the table to the...
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...HARBORCO (ENVIRONMENTAL NEGOTIATOR) - PLANNING DOCUMENT Negotiation: __HARBORCO___________ Role: _ENVIRONMENTAL NEGOTIATOR What issues are most important to you? (list in order of importance) 1. Ecological Impact issues due to the construction of this port. This being the most important because the disruption of ecological settings will begin as soon as construction begins, so no room to try anything else to minimize this effect. 2. The industry mix that Harborco will be allowed to introduce. Even though there are legal limitations, “dirty” industries still cause short and long term havoc on the environment. 3. Voting on other issues strategically. While not trying to antagonize potential allies, an effort needs to be made to have a clear “win” on the issues, in hopes that other constituent environmental groups are impressed by the results and potentially boost contributions to the League. What is your BATNA? Reservation Price? Target? In this situation, it is very important for me to realize that I have a very weak BATNA. The BATNA is a government sanctioned degradation of the environment – Harborco is allowed to build a deepwater port including primarily dirty industries and causing serious damage to the ecology. For this reason, it is going to be very important for me to be able to influence the proposal, if at all it goes through. The target will be for me to convince the members to improve the ecological conditions around this site and restrict...
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...How Negotiators Can Assess and Successfully Challenge a Suicidal Person Deborah Kennedy CJ407-01: Crisis Negotiation Professor Gregory Cheaure Kaplan University August 3, 2012 This essay is going to explain how negotiators can assess a suicidal person and successfully challenge that person’s belief. When a negotiator gets called out to an incident it is their job to determine the subject’s state of mind. The negotiator must look for verbal cues if he/she cannot see the subject to get a look at their body language. Then there are other visual things the negotiator looks for if the subject is visible. One type of person that a negotiator must be very aware and concerned with is someone who may be suicidal. Some of the cues a negotiator can look for if the subject is visible can be found in the subject’s physical appearance. The subject might look like they have not showered in days, they might look like they have slept in their clothes, messy hair, or they just might look all disheveled. Their living quarters might look quite messy also with dirty dishes all over or empty soda cans lying around which normally would not be typical. In speaking with the subject their voice might be soft and they may have a flat affect. They may sound depressed. They may have very slow speech. When the negotiator begins to build trust and a dialogue with the subject asking the right questions will also help find out what the subject is thinking. The negotiator may need to allow the...
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...and have had a significant experience in applying the tools and techniques that they have been taught. However, most commercial negotiators (buyers and suppliers alike) have not been sufficiently trained to identify and take advantage of the innate personality characteristics and tendencies that all humans have. This session will provide insight as to how the different personality styles of negotiators can affect the outcomes and process of a negotiation. Several simple models are discussed that can be used to predict and identify the different personality traits and related negotiating styles for more effective negotiation preparation and execution. It has been estimated that, even though most of us understand the basics of negotiation, 80% of us do not actually like to negotiate. In addition, we often perceive that we are better negotiators than we actually are, i.e., we tend to overestimate our personal effectiveness in achieving our desired outcomes in any given negotiation. Our supplier counterparts usually receive more negotiation training than we do, so they are better prepared and are often more effective. II. Negotiation as an Interactive Process The three most important activities in any negotiation are preparation, preparation, and preparation. Understanding the psychological underpinnings of human personality tendencies can help a negotiator minimize the potential negative impact of escalating emotions encountered in a typical negotiation and losing sight of your desired...
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...II415 Negotiation for International Business What type of negotiator are you? Negotiation is a dialogue between two or more parties in purpose to reach a mutually beneficial outcome, to gain advantage for an individual or collective or to craft outcomes to satisfy various interests. Therefore, negotiation is present in each and every company where they want to collaborate with another party, or they want to start a new project. Not only in big companies but also in SMEs. A negotiation includes parties, issues, alternatives, positions and interests. To represent a party there are negotiators who represents the company. A good negotiator focus on how to interact, persuade, communicate and perfects their negotiating skills. A successful negotiator works with others to achieve their objectives. A negotiator must have a certain attitude to communicate with the other party. As per my research, I found 5 types of negotiator namely, competitors, accommodators, avoiders, collaborators and compromisers. For me, I might be a collaborator. Because a negotiator will talk and respond according to their behavior and attitude. Therefore, I always want to come to a solution of a problem even when we have to go against the option we have and if we have to make it longer and include other people’s idea. I want to come to a solution without hurting other people’s feeling and looking at both person’s perspectives and profits. I can have patience and wait for the ultimate solution. Though I panic...
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...environmental context – this Includes environmental forces that neither negotiator controls that influence the negotiation The immediate context – this Includes factors over which negotiators appear to have some control The following diagram below shows the context of international negotiations. According to the above diagram, the 6 factors in the environmental context that makes international negotiation different from the national are: (1) Political and legal pluralism Firms from different countries work with different legal and political systems. There are large concerns about the political risks. (2) International economics The value of foreign currencies which fluctuates from time to time; this factor needs to be negotiated. (3) Foreign governments and bureaucracies The level of governmental meddling in business in many nations is wide-ranging. In countries firms are free from government regulations while in others they are not. Parties need to know whether the governments should be included in their negotiations or not. (4) Instability Instability can be caused due to lack of resources (electricity/computers), shortages of other goods and services (water, transportation and proper food) and political instability (government policies). (5) Ideology & Culture Negotiators from different countries believe in different ideology. Due to different ideologies negotiators may have to face a challenge in communication and may cause disagreements...
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