درخت حوزه‌های تخصصی

The purpose of this study is to explore the effective factors on the productivity of human capital via an interpretive structural modeling (ISM) in General office of Sports and Youth in Khorasan Razavi Province. The present study is a qualitative research with an analytical nature and it is also an applied one that was conducted via interpretive structural modeling. Literature review, interviews and ISM questionnaires were used for data collection. The research population included professors and experts in sports management, managers, deputies and staff of the General office of Sports and Youth in Khorasan Razavi, of which 35 people were totally selected through purposeful sampling in three stages of this study. According to the research findings, 59 effective indicators were identified under seven major dimensions playing role in improving the productivity of human capital, which were classified into five levels. Motivational factors, organizational culture and work environment, the relationship between managers and employees along with individual factors, the quality of labor force, and finally the technology factor were identified under five levels of the model. Finally, it can be concluded that managers in sports organizations should pay special attention to the technology factor and its indicators, which have been identified as the foundation of improving employees’ productivity, which then provides the ground for exploiting other dimensions at higher levels.

Nowadays, the prominent role of the customer in the global arena reveals the urgent need for proper management of customer relationships. This has led to a new shape of CRM known as Social CRM. This study analyzes data from 384 customers of sports facilities in the East Azerbaijan province of Iran using the structural equation model (SEM) approach. The findings revealed that the SEM used is a strong theoretical model for social CRM capabilities, customer-oriented management system (COMS), and social media technology use (SMTU). Moreover, the social CRM capabilities have a significant impact on customer relationship performance. From an academic perspective, this study helps to understand the experiences of customers of sports facilities during their interaction on social media and focuses on long-term customer relationships. From a sports management perspective, sports facilities should use the insights created through social CRM capabilities to guide effective sports marketing strategies toward customer relationship performance.