Effect of Customer Relationship Management (CRM) on Employee Ethical Behavior In Iran (Case Study: Artavil Tire Company)

The main objective of this study is to Tinvestigate the Teffect of Customer Relationship Management on Ethical Behavior a Case study in Artavil Tire Company in Ardabil Tand the different views between employees and customer regarding Customer Relationship Management. The study was applied inArtavil Tire Company in Ardabil. TIn order to achieve the objectives of the study, the researcher designed two questionnaires, the first questionnaire was given to employees’ staff working in Artavil Tire Company, it consisted of (27) items to gather the information from the study sample. The secondquestionnaire was given to Customers it consisted of (8) items to gather the information from the study sample. The Statistical Package for Social Sciences (SPSS) program was used to analyze and examine the hypothesis. The researcher came up with following results:H1: Building and maintaining profitable relationships with customers is positive significant with Ethical Behavior[عینا مانند مقاله]H2: Changes in organization procedures is positive significant with Ethical Behavior[عینا مانند مقاله]H3: Knowledge management is positive significant with Ethical Behavior[عینا مانند مقاله]H4: Human resource management is positive significant with Ethical Behavior.[عینا مانند مقاله] H5: Customer relationship management based on the technology is positive significant with Ethical Behavior[عینا مانند مقاله]H6: Organizational structure is positive significant with Ethical Behavior[عینا مانند مقاله]

کلیدواژه ها:

Customer Relationship Management ، Ethical Behavior ، Customer ، Technology