Customer relationship management (CRM) plays an important role on marketing planning. In this paper, we re-examine the effect of having efficient CRM on efficiency of a telecommunication company. The proposed study considers three hypotheses. The first hypothesis examines whether implementation of CRM could improve customer’s perception in terms of customer retention, satisfaction, loyalty and awareness. The second hypothesis examines whether implementation of CRM influences on market performance in terms of reduction on customer complaints, quality improvement, improving customer perception, access to services and increase in market share. Finally, the third hypothesis considers the effect of CRM on financial figures in terms of sales growth, profit growth, earnings per share and productivity. The results of our survey have confirmed the first hypothesis and rejected the third hypothesis. In other words, while CRM improves customer perception it does not influence financial figures in most cases (P & LT; 0.01).

This paper investigates whether a quality improvement program can reduce work-family and family-work conflicts or not. The proposed study of this paper selects 30 female employees of municipality of Tehran, Iran and divides them into two groups of test and control group. The first group is asked to participate in eight 90-minute sessions of quality improvement program and after the program ends, both groups are requested to fill in Netemeyer’s work-family questionnaire. We then analyze the results using different statistical tests. The results of our survey indicate that quality improvement program statistically improves quality of life among the first group in reducing the work-family as well as family-work conflicts (P & LT; 0.01).

This paper presents an empirical investigation on the effect of public attitudes toward the role of arts and cultural institutions for the cultural development of the country. The study performs the study among urban and rural families in city of Esfahan, Iran and all questions are designed in Likert scale of 1-5. Using a sample of 700 people, the study finds that people generally have negative impression toward the role of arts and cultural institutions for the cultural development of the country. In their opinions, the nature and quality of the effects play the most important role, which must be improved. The study also finds the people’s style of living and place of residency are also important issues on the perception toward cultural development.

This paper presents a study on relationship between coping approaches and general self-efficacy scale among 67 teenagers aged 13-15 who attended guided schools in city of Najaf-Abad, Esfahan, Iran using a cluster random selection. Students were requested to fill in two questionnaires of Coping Strategies Scale-Revised (CSSR) and General Self- Efficacy Scale (GSES). The collected data were analyzed using Pearson correlation and stepwise linear regression techniques. The results indicate that effort has a positive correlation re-evaluation, planful problem-solving, Emotion-focused coping (P & LT; 0.01) and Active coping (P & LT; 0.05). In addition innovation maintains a positive relationship with restraint, emotion-focused coping and re-evaluation (P & LT; 0.01) and it has a negative relationship with avoidance coping (P & LT; 0.05). In our study, people with higher level of efficacy use planful problem-solving.

This paper presents an empirical study to measure the effect of training emotional intelligence on communication skills among 32 teenagers who visited counseling center in city of Esfahan, Iran during the year of 2011. The people were divided into two groups of control and witness and using a questionnaire consists of 34 questions we measured the effect of training emotional intelligence on improving communication skills. The questionnaire consists of five groups of questions including the skills of listening, understanding of a message, emotion regulation, Insight into the communication processes and decisive related communication. The results of the investigation indicated that there were some meaningful differences between two groups in terms of the first four components. However, there was not any difference between two groups in terms of decisive related communication.

Previous studies show investors’ overreaction towards firms past performance. In fact, investors overvalue past winners and undervalue past losers. However, when their expectations do not come true, stock prices return to their fair values. This study investigates investors’ overreaction in Tehran Stock Exchange in three steps. Using a five-year period data collected from Tehran Stock Exchange (TSE), we evaluate portfolio performance and analyze them based on a sample of 70 firms selected from this exchange and, using Pearson correlation as well as regression analysis, examine the effects of past performance on price appreciation. The preliminary results indicate that TSE investors normally overreact to sale, quality of sale, operating profit, quality of profit, cash flow and stock return, significantly.

Building a distinguished brand often makes it possible to have sustainable growth in competitive market. It also helps us sell products with higher price; attract reliable customers for long term relationships. This paper presents an empirical investigation to find important factors influencing rubber industry. The proposed study designs a questionnaire in Likert scale consists of 20 questions, distributes it among 300 people and collects 265 filled ones. Cronbach alpha is calculated as 0.756. In addition, Kaiser-Meyer-Olkin Measure of Sampling Adequacy and Approx. Chi-Square are 0.75 and 1292.573, respectively. Based on the results of our survey, we have derived six factors including brand transparency, expected quality, brand promises, brand support and brand sustainability.

Supplying car accessory is one of the most important growing industries in the world. Every year, millions of cars are produced and people need to have the access to necessary car accessory. In this paper, we present an exploration study to detect important factors influencing car accessory market. The proposed study designs a questionnaire in Likert scale consists of 16 questions, distributes it among 200 experts and analyses it using factor analysis. Cronbach alpha and Kaiser-Meyer-Olkin Measure of Sampling Adequacy are calculated as 0.823 and 0.863, which validate the overall questionnaire. The results indicate that there are three influencing factors including brand capability, brand characteristics and consumers’ believe.

Capital structure plays essential role on financial strength of business units and there are literally many studies to confirm the relationship between capital structure and return growth. In this paper, we re-examine this relationship by investigating on 12 Iranian private banks using structural equation modelling over the period 2005-2011. The proposed study of this paper designs a questionnaire and distributes it among experts and analyse it use LISREL software package. The result indicates that there is a positive and meaningful relationship, when the level of significance is five percent between capital structure and stock return in private banking industry in Iran. The implementation of Pearson and Spearman correlation tests also validate the findings.