Araştırma Makalesi
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Effect of Democratic leadership Style on Management of Communication with Customers in Melli Banks of Hamedan

Yıl 2017, Cilt: 3 Sayı: 2, 168 - 179, 30.12.2017

Öz

Present investigation aims to study the effect of democratic leadership on management of communication with customers in Melli banks in Hamedan city. This study is of applied type and in terms of method is descriptive and of correlative type and in terms of data collection method, it is of quantitative type. Statistical society of the research consists of all staff of Melli banks working in this bank in 2016. Their number is 381. Statistical sample was estimated 192 people using Morgan and Kerjsi table with random relative method. A 21-item questionnaire (2009) was used to measure democratic leadership style and Gabe’s 14-item questionnaire (2005) was used to measure communication management with customers. Results from regression analysis showed that democratic leadership style has effect on communication management with customers. Also, dimensions of democratic leadership style including humanitarian, benevolent and counseling aspects will lead to promoting communication management with customers. On the other hand, advisory style of managers has the highest effect on management of communication with customers

Kaynakça

  • Abbasi, M.R., Turkmani, M., (2010).The theoretical model of administering management of communication with customers (CRM).Commercial studies , 8(41),19-34.
  • Amiri, Y.(2009). Study of the quality of service in management of communication with customers and competing optimal plan CRM inbanking system using TOPSIS technique (case study: Tejarat bank of shiraz ). Industrial management, 4(10), 43-65.
  • Burnett, K. (2001). Handbook of key customer Relationship Management: The Definite Guide to Winning, managing and Developing Key Account business: Practice; New Jersey.
  • Cetin, M., Karabay, M. E., & Naci Efe, M. (2012). The Effect of Leadership Styles and the Communication Competency of Bank Managers on the Customer's job Satisfaction (The Case of Turkish Banks). Journal Social and Behavioral Science, 58,227-235.
  • Chiok-Foong, L. J. (2001). Leadership behaviours: effects on job satisfaction, productivity and organizational commitment. J Nurs Manag, 9(4), 191-204.
  • Cunningham, J. M. (2009). Customer Relationship management: Wiley company. Oxford United Kingdom. Available at: www.capstoneideas.com.
  • Dunham, T. J. (2000). Nurse executive transformational leadership found in participative organizations. Journal of Nursing Administration, 30(5), 241-250.
  • Geib, M. (2005). Architecture for Customer Relationship Management Approaches in Financial Services, IEEE (Proceedings of the 38th Hawaii International Conference on System Sciences).
  • Feinberg, J., & Romano, N. C. (2003) Electronic Customer Relationship Management-Revising the general principles of usability and resistance an integrative implementation framework, Business process Management Journal, 9(5), 15-36.
  • Hersy, Pal: Blanchard, Kent (2009). Mnanagement of organizational Behavior (Application of Human Resources). Translated by Ali Alaghemand, Tehran: Amir Kabir publications.
  • Hampe, J. F., & Swatman, P. (2002). Customer Relationship Management. Institute fur wirschfs informatics. Khanlari, A. (2006).Presenting a conceptual model for assessment of management maturity of communication with customers in IT organizations. .MA. Thesis, Tehran: Tehran university .
  • Khodakarami, F., & Chan, Y. E. (2014). The Effect of Leadership Styles on Customer knowledge creation. Journal Information & Management, 51, 27-42.
  • Kotler, P. (2003). Marketing Management. 11 th Edition. New Jersey; rentice Hall, 52.
  • Lambert, V. A., & Nugent, K. E. (2009). Leadership style for facilitating the integration of culturally appropriate health care. Semin Nurse Manag, 7(4), 172-8.
  • Leveck, M. L., & Jones, C. B. (2006). The nursing practice environment staff retention and quality of care. Research in Nursing and Health, 19(4):331-43.
  • Marzban, M.H.(2013).Relationship between leadership style (Task and relationship management style) and perceired support on the side of the organization with occupational performance of workers in industrial town of Abbaric, Fras . MA thesis, faculty of psychology and training (educational) sciences, Marvdasht: Islamic Azad University, Marvdasht branch .
  • Mehrabi, J., Babaee Ahari, M., Taati, M. (2010), Presenting an integrated pattern of implementing the concept of management of communication with customers (CRM) in Mellat bank, management of change and development , 2(4),61-71.
  • -Mohammadi, H.,Sadeghi , R., Honary , H., Farahani , A.(2014). Relationship between leadership style (Task and Relationship) of managers with the performance of physical education masters in secondary school level. Tehran: Sixth international conference on physical education students in Iran.
  • -Montesico, R.(2003).Rooholghavanin. Translated by Aliakhar Mohtadi, Tehran: Farvardin publishment. Morrison, R. S., Jones, L., & Fuller, B. (2007). The relation between leadership style and empowerment on job satisfaction of nurses. Journal of Nursing Administration, 27(5):27-34.
  • Ngai, E. W. T. (2005). Customer relationship management research (1992-2002) an academic literature review and Classification, Marketing Intelligence & Planning, 23(6), 582-605.
  • Payne, A. (2000). Customer Relationship Management. Paper from the inaugural meeting of the London based customer relationship foundation. Avaliable at; www.crm-forum.com.
  • Rahimi, A.,(2011).study of the effect of task management style and relationship management style on the job satisfaction of the workers in electricity companies of Tehran province .Tehran :10th international conference on distribution networks.
  • Sayedi, sayed Masoud; Mousavi. A; Heidari, sh .(2009). Evaluation of effective factors on the performance of communication management with customers and presenting a new and appropriate measurement pattern (case study: in Electronic industry).Quarterly of management of communication with customers, 1(2),79-112.
  • Sergioranni, T. (2003). The new school. Executive: Theory of Admin is Tration Harder & Row. New York. Thompson, B. (2004). What is CRM? Available at: www.Custhelp.com.
  • Wilde, K. D. H., Hipper, C., Frielitz, S., & Martin, T. (2011). Marketing E.CRM; absatzwirchaft, Dusseldorf.
Yıl 2017, Cilt: 3 Sayı: 2, 168 - 179, 30.12.2017

Öz

Kaynakça

  • Abbasi, M.R., Turkmani, M., (2010).The theoretical model of administering management of communication with customers (CRM).Commercial studies , 8(41),19-34.
  • Amiri, Y.(2009). Study of the quality of service in management of communication with customers and competing optimal plan CRM inbanking system using TOPSIS technique (case study: Tejarat bank of shiraz ). Industrial management, 4(10), 43-65.
  • Burnett, K. (2001). Handbook of key customer Relationship Management: The Definite Guide to Winning, managing and Developing Key Account business: Practice; New Jersey.
  • Cetin, M., Karabay, M. E., & Naci Efe, M. (2012). The Effect of Leadership Styles and the Communication Competency of Bank Managers on the Customer's job Satisfaction (The Case of Turkish Banks). Journal Social and Behavioral Science, 58,227-235.
  • Chiok-Foong, L. J. (2001). Leadership behaviours: effects on job satisfaction, productivity and organizational commitment. J Nurs Manag, 9(4), 191-204.
  • Cunningham, J. M. (2009). Customer Relationship management: Wiley company. Oxford United Kingdom. Available at: www.capstoneideas.com.
  • Dunham, T. J. (2000). Nurse executive transformational leadership found in participative organizations. Journal of Nursing Administration, 30(5), 241-250.
  • Geib, M. (2005). Architecture for Customer Relationship Management Approaches in Financial Services, IEEE (Proceedings of the 38th Hawaii International Conference on System Sciences).
  • Feinberg, J., & Romano, N. C. (2003) Electronic Customer Relationship Management-Revising the general principles of usability and resistance an integrative implementation framework, Business process Management Journal, 9(5), 15-36.
  • Hersy, Pal: Blanchard, Kent (2009). Mnanagement of organizational Behavior (Application of Human Resources). Translated by Ali Alaghemand, Tehran: Amir Kabir publications.
  • Hampe, J. F., & Swatman, P. (2002). Customer Relationship Management. Institute fur wirschfs informatics. Khanlari, A. (2006).Presenting a conceptual model for assessment of management maturity of communication with customers in IT organizations. .MA. Thesis, Tehran: Tehran university .
  • Khodakarami, F., & Chan, Y. E. (2014). The Effect of Leadership Styles on Customer knowledge creation. Journal Information & Management, 51, 27-42.
  • Kotler, P. (2003). Marketing Management. 11 th Edition. New Jersey; rentice Hall, 52.
  • Lambert, V. A., & Nugent, K. E. (2009). Leadership style for facilitating the integration of culturally appropriate health care. Semin Nurse Manag, 7(4), 172-8.
  • Leveck, M. L., & Jones, C. B. (2006). The nursing practice environment staff retention and quality of care. Research in Nursing and Health, 19(4):331-43.
  • Marzban, M.H.(2013).Relationship between leadership style (Task and relationship management style) and perceired support on the side of the organization with occupational performance of workers in industrial town of Abbaric, Fras . MA thesis, faculty of psychology and training (educational) sciences, Marvdasht: Islamic Azad University, Marvdasht branch .
  • Mehrabi, J., Babaee Ahari, M., Taati, M. (2010), Presenting an integrated pattern of implementing the concept of management of communication with customers (CRM) in Mellat bank, management of change and development , 2(4),61-71.
  • -Mohammadi, H.,Sadeghi , R., Honary , H., Farahani , A.(2014). Relationship between leadership style (Task and Relationship) of managers with the performance of physical education masters in secondary school level. Tehran: Sixth international conference on physical education students in Iran.
  • -Montesico, R.(2003).Rooholghavanin. Translated by Aliakhar Mohtadi, Tehran: Farvardin publishment. Morrison, R. S., Jones, L., & Fuller, B. (2007). The relation between leadership style and empowerment on job satisfaction of nurses. Journal of Nursing Administration, 27(5):27-34.
  • Ngai, E. W. T. (2005). Customer relationship management research (1992-2002) an academic literature review and Classification, Marketing Intelligence & Planning, 23(6), 582-605.
  • Payne, A. (2000). Customer Relationship Management. Paper from the inaugural meeting of the London based customer relationship foundation. Avaliable at; www.crm-forum.com.
  • Rahimi, A.,(2011).study of the effect of task management style and relationship management style on the job satisfaction of the workers in electricity companies of Tehran province .Tehran :10th international conference on distribution networks.
  • Sayedi, sayed Masoud; Mousavi. A; Heidari, sh .(2009). Evaluation of effective factors on the performance of communication management with customers and presenting a new and appropriate measurement pattern (case study: in Electronic industry).Quarterly of management of communication with customers, 1(2),79-112.
  • Sergioranni, T. (2003). The new school. Executive: Theory of Admin is Tration Harder & Row. New York. Thompson, B. (2004). What is CRM? Available at: www.Custhelp.com.
  • Wilde, K. D. H., Hipper, C., Frielitz, S., & Martin, T. (2011). Marketing E.CRM; absatzwirchaft, Dusseldorf.
Toplam 25 adet kaynakça vardır.

Ayrıntılar

Bölüm Araştırma
Yazarlar

Naghmeh Allafchı Bu kişi benim

Yayımlanma Tarihi 30 Aralık 2017
Gönderilme Tarihi 6 Eylül 2017
Kabul Tarihi 7 Kasım 2017
Yayımlandığı Sayı Yıl 2017 Cilt: 3 Sayı: 2

Kaynak Göster

APA Allafchı, N. (2017). Effect of Democratic leadership Style on Management of Communication with Customers in Melli Banks of Hamedan. Uluslararası Kültürel Ve Sosyal Araştırmalar Dergisi, 3(2), 168-179.

Uluslararası Kültürel ve Sosyal Araştırmalar Dergisi