Mehrdokht Pournader

Applying fuzzy balanced scorecard for evaluating the CRM performance

Purpose – This paper aims to provide a framework for evaluating the impact of implementing customer relationship management (CRM) based on the balanced scorecard (BSC). The outcomes illustrate the gaps between the present conditions of CRM implementation in a specific organization, which leads to some strategic remedies. These remedies are going to be ranked to achieve the best solution for enhancing the quality of CRM in the organization.Design/methodology/approach – This study investigates the weights of measures presented in the CRM‐BSC by distributing the questionnaires among 44 experts in the beverage industry of Iran. It also benefits from judgment‐purposive in non‐probability sampling method for collecting data. The results are analyzed through a fuzzy approach. The strategic remedies for the drawbacks of the organization that were obtained from the CRM‐BSC are also proposed by the experts. These remedies are again evaluated by questionnaires and some selective tools of multi‐criteria decision‐maki...

An analytical model for system-wide and tier-specific assessment of resilience to supply chain risks

Purpose Based on the emerging view of supply chains as complex adaptive systems, this paper aims to build and test an analytical model for resilience assessment surrounding supply chain risks at the level of the supply chain system and its individual tiers. Design/methodology/approach To address the purpose of this study, a multimethod research approach is adopted as follows: first, data envelopment analysis (DEA) modelling and fuzzy set theory are used to build a fuzzy network DEA model to assess risk resilience of the overall supply chains and their individual tiers; next, the proposed model is tested using a survey of 150 middle- and top-level managers representing nine industry sectors in Iran. Findings The survey results show a substantial variation in resilience ratings between the overall supply chains characterizing nine industry sectors in Iran and their individual tiers (upstream, downstream and organizational processes). The findings indicate that the system-wide characteristic of resilience of the overall supply chain is not necessarily indicative of the resilience of its individual tiers. Practical implications High efficiency scores of a number of tiers forming a supply chain are shown to have only a limited effect on the overall efficiency score of the resulting supply chain. Overall, our research findings confirm the necessity of adopting both the system-wide and tier-specific approach by analysts and decision makers when assessing supply chain resilience. Integrated as part of risk response and mitigation process, the information obtained through such analytical approach ensures timely identification and mitigation of major sources of risk in the supply chains. Originality/value Supply chain resilience assessment models rarely consider resilience to risks at the level of individual supply chain tiers, focusing instead on the system-wide characteristics of supply chain resilience. The proposed analytical model allows for the assessment of supply chain resilience among individual tiers for a wide range of supply chain risks categorized as upstream, downstream, organizational, network and external.

The effect of employee CSR attitudes on job satisfaction and organizational commitment: evidence from the Bangladeshi banking industry

Purpose This paper aims to investigate the relations between employee corporate social responsibility (CSR) attitudes on job satisfaction (JS) and organizational commitment (OC) in the context of Bangladeshi banks in the developing world. Specifically, it examines the relationship of CSR attitudes with the three diverse aspects of OC: affective OC, normative OC and continuance OC. Design/methodology/approach Comparisons are made via survey data obtained from 502 employees of two banks in Bangladesh using structural equation modeling analysis. The research instrument in four sections illustrates the most common measures in the literature used to evaluate the constructs and their interrelations according to the proposed conceptual model of the study. Findings The outcomes of the study reveal that there is a positive relationship between employee CSR attitudes, and both JS and OC. In addition to establishing a relationship between CSR attitudes and “Affective OC”, this study also found a relationship with “Normative OC”, which is less common in the existing literature. Research limitations/implications The limitations of the study mostly revolve around sample and social desirability. To further test the generalizability and cross-sectional validity of the outcomes, it is suggested that the proposed framework be tested in several other industrial/service sectors of developing countries. Practical implications The findings of the present research encourage companies in the developing world to adopt CSR practices to increase rates of JS and OC. Originality/value The study contributes to the literature on CSR and positive workplace outcomes, specifically in the developing world context. Additionally, and unlike past research, the results show the significant effect of employee CSR attitudes on both affective OC and normative OC.

Modeling Risk Emergence and Propagation in Buyer-Supplier-Customer Relationships

The present study aims to identify and formalize the structural and relational patterns, which account for risk emergence and propagation in buyer-supplier-customer service triads. Following the guidelines of the design science research approach and based on the existing literature, buyer-supplier-customer service triads are categorized into a coherent typology according to the role that each supply chain dyad plays in the emergence and propagation of risk within the triad it forms. In the context of this study, such triads are referred to as Risk-aware Service Triads (RaSTs). To explore all the feasible forms of RaSTs, including the ones that have not yet been addressed in the literature, this study adopts the formalism of weighted directed graphs. As a result, a typology based on thirty different types of RaSTs is suggested. This typology allows: (i) to systematize and formally represent a variety of hypothetical scenarios when each of the dyadic structures within buyer-supplier-customer service triads acts as risk trigger, risk taker or risk neutral component of the respective RaST; and (ii) to calculate the maximal and minimal risk index specific to each of the identified type of RaST, thereby facilitating the identification and assessment of risk exposures associated with buyer-supplier-customer service triads. An illustrative example of how the methodological approach underlying the suggested RaST typology facilitates risk assessment in service triads and service networks is presented.

Investigating the impact of behavioral factors on supply network efficiency: insights from banking’s corporate bond networks

This paper highlights the role of behavioral factors for efficiency measurement in supply networks. To this aim, behavioral issues are investigated among interrelations between decision makers involved in corporate bond service networks. The corporate bond network was considered in three consecutive stages, where each stage represents the relations between two members of the network: issuer–underwriter, underwriter–bank, and bank–investor. Adopting a multi-method approach, we collected behavioral data by conducting semi-structured interviews and applying the critical incident technique. Financial and behavioral data, collected from each stage in 20 corporate bond networks, were analyzed using fuzzy network data envelopment analysis to obtain overall and stage-wise efficiency scores for each network. Sensitivity analyzes of the findings revealed inefficiencies in the relations between underwriters–issuers, banks–underwriters, and banks–investors stemming from certain behavioral factors. The results show that incorporating behavioral factors provides a better means of efficiency measurement in supply networks.