Management Research in Iran

Abstract Sustainability in businesses and organizations is a significant issue today.Sustainable marketing aims to create more value by creating social and environmental values for its target customers.Accordingly, the purpose of this study is to investigate the factors affecting sustainable marketing in the detergent industry.This study was performed by qualitative research method (Grounded Theory) and quantitative research (structural equations models).The qualitative section was done by interviewing 20 experts and the quantitative section was done by a questionnaire presented in 9 companies in the detergent industry.Based on the results of the qualitative section, the components in the 6 main networks of the grounded theory were categorized as follows: Axial phenomenon including sustainable marketing; Causal factors including environmental, economic and social dimensions; Underlying factors include the principles of Confucius; Interfering factors include sanctions and inflation; Strategies include customer support and increasing customer welfare and outcomes include customer satisfaction, customer loyalty and improving company performance.Also, the results of the quantitative section showed that causal factors affect the axial phenomenon by 0.495.Underlying and intervening factors affect strategies by 0.466 and 0.361, respectively.Axial phenomena affect strategies by 0.423 and strategies affect outcomes by 0.807.

Abstract Customer relationship management provides the basis for customer optimal communication, customer loyalty and customer retention. This requires the design of customer-based strategies, the proper implementation and applying of technology, employee empowerment and increasing the level of customers knowledge. Given the advances in e-banking and the reduction of face-to-face contact points, the use of business intelligence tools to effectively use large volumes of customer information also seems necessary. The purpose of present study is to provide a conceptual framework for customer relationship management in electronic banking using business intelligence tools in Sepah Bank and merged banks. For this purpose, a qualitative research has been conducted and first, by reviewing the studies, the initial framework has been identified and then, Theme Analysis has been used for its development in electronic banking. The research population is 7 experts of case study. Semi-structured interviews were used to collect data and credibility and confirmability were used to assess the validity of the results. After analyzing the data, the customer relationship management framework in e-banking is classified into 6 dimensions, 16 components and 35 indicators. The main dimensions of which are Customer reach and acquisition, Customer identification, Customer attraction, Customer relationship development, Customer retention and customer relationship review.