Given the limitations of the existing performance evaluation models for organizations with dynamic internal and external conditions, this study aims to provide a flexible performance evaluation model with adaptability to intra-and extra-organizational changes. The present study first forms a database of criteria related to banking activities. After gathering the experts' opinions, we select 25 general concepts. By using a Fuzzy cognitive map (FCM) and weighted by the Fuzzy Analytic Network Process (FANP), we identify nine effective criteria. Creating organizational justice for all colleagues, meeting customer needs as soon as possible, emphasizing proper employee ethics with the customer, and doing research and developing for products and services are the most important criteria. The results show that the proposed flexible model can be used as a tool to extract performance evaluation criteria in accordance with the organization's requirements and utilized in the performance appraisal process. The novelties of the present study are updating the existing criteria in the database based on the results of evaluations and management decisions and changing strategies, using this model to select appropriate criteria in each period of performance evaluation based on organizational conditions.

The present research was conducted with the aim of analyzing the relationship marketing gap in Shahr Bank with the importance-performance approach. This research is based on pragmatic philosophy and was carried out with an inductive-deductive approach. Also, it is applied-developmental in terms of purpose and survey-cross-sectional in terms of data collection. In line with the goal, an exploratory mixed research design was used. The community of participants of the qualitative part included marketing professors and managers of Shahr Bank of Tehran, and theoretical saturation was reached after 21 interviews. The statistical population of the quantitative part was the senior managers and assistants of Shahr Bank branches in Tehran. The sample size was estimated to be 147 people and the cluster-random method was used for sampling. The data collection tools were semi-structured interviews and questionnaires. The data was collected in the qualitative part with the grounded theory method and Maxqda software, and in the quantitative part, the importance-performance analysis method was used with the SPSS software. The research findings showed that causal conditions (relational marketing motivations and pressures and technological motivations and pressures) affect the central phenomenon (relational marketing). The mentioned component along with the underlying conditions (technological factors and structural factors) and intervening conditions (management and process factors) affect the strategies and actions (requiring the bank to respond to the existing pressures on relational marketing: support and decisions). Finally, the mentioned component leads to consequences such as (characteristics of relational marketing: economic, competitive, managerial, technological and communication).

Organizational reputation is an intangible asset and is one of the most important and vital elements for the survival of the organization. The purpose of this study was to investigate the role of organizational reputation in the formation of citizens’ behavioral habits. This research is descriptive-correlational study that investigates the behavioral habits of citizens based on the variable of organizational reputation. The statistical population consisted of Bank Shahr customers in Tehran city.318 people were selected by simple random sampling. In order to measure organizational reputation, the standard questionnaire of organizational loyalty, Luoma-aho (2008) with 28 questions and in five dimensions of authority, respect, trust, efficiency, and relational services and to measure behavioral intentions of customers, the eight-item questionnaire of (Zhu and Hung 2012) were used. The reliability of organizational reputation questionnaire with Cronbach’s alpha coefficient of 0.81 and customer behavioral intention questionnaire with 0.78 were confirmed. Descriptive analysis and data analysis were performed using Pearson correlation coefficient and stepwise regression analysis methods. The results of this study indicate that there is a significant relationship between organizational reputation and its five dimensions with behavioral intentions of Bank Shahr customers. Among five dimensions of organizational reputation, two dimensions of services and respect can predict the behavioral intentions of Bank Shahr customers.

In the recent decade, intellectual capital has become increasingly important, by introducing of knowledge-based economy in the organizations. The purpose of this research is clarification the role of intellectual capital in tendency to organizational citizenship behavior of Bank Shahr staffs. The method of this research is descriptive- correlational, and its target society is all the 2204 staffs of Bank Shahr-Tehran City. 327 people were selected randomly as a research sample by using Cochran sampling formula. Two standard questionnaires of Bonti’s intellectual capital and Podsakoff’s organizational citizenship behavior were used for data collection. In order to statistical analysis of data, “r” and “R” were used respectively for the coefficient of Pearson correlation and stepwise regression. The results showed that there is a positive and significant correlation between intellectual capital and its dimensions (human capital, customer capital/relational, structural capital) with tendency to organizational citizenship behavior of Bank Shahr staffs. furthermore, the results of stepwise regression indicated that among intellectual capital dimensions (predictor variables): structural capital predictor variables and relational capital are the predictors of tendency to organizational citizenship behavior of Bank Shahr staffs.

Nowadays, the analysis of customer behavior is necessary for active organizations in the field of banking which deal with many customers with different characteristics. In recent years, Shahr Bank of Iran has faced many problems because of poor customer-orientedness and customer services. Therefore, to solve the existing problem, the current study concentrated on segmenting the customers of Shahr Bank based on their expected benefits. This study is applied in terms of purpose and descriptive-survey research in terms of data collection and analysis. To achieve the research objectives, through field studies and exploratory interviews with customers and banking experts, 165 benefits were extracted. Then, using expert questionnaires, the number of these benefits was reduced, and through factor analysis, nine factors were identified as the most important expected benefits. Moreover, using cluster analysis, four customer segments were extracted, namely benefit-oriented, peace-oriented, interest-oriented, and moderate ones. Finally, a suitable marketing solution was provided to the bank consistent with the most important features of the segments. For bank managers, this paper provides an appropriate view to identify customers' preferencesas an important factor in customer-orientedness and bank profitability.

Islam emphasizes all social issues, especially healthy economic relations. What has led to the need to examine and address the issues of contracts in Islam and the contracts of support in Islamic banking, is the existence of various contracts in the society. In this research, it is tried to examine the compatibility of the contracts of support in Islamic banking with the contractual and religious principles recommended in Islam, after defining and clarifying the contracts and principles in the verses of the Holy Quran and explaining its nature. Identifying types of contracts, examining the foundations of legitimacy and clarifying their pillars and effects in support contracts in Islamic banking, and observing all aspects of it in current affairs of the bank have been done. The main question of the present research is to what extent Bank Shahr support contracts comply with the provisions of the recommendations and orders in Islamic contracts. In this regard, five types of contracts used to support Bank Shahr have been investigated in order to comply with the recommended conditions in the Quranic verses of the Holy Quran. The research method in this study is integrated content analysis. The research findings showed that in three types of banking contracts -purchase of items, design, procurement and commissioning of equipment, service and maintenance of equipment-, up to 82% of compliance and in two types of contracts - assignment of interests and the right to exploit land and lease property-, there is up to 91% compliance with Islamic conditions and recommendations for contracting.

The present research investigates the impact of organizational change on improving Bank Shahr financial and economic performance. For this purpose, the impact of organizational change components on Bank Shahr financial and economic performance have been studied based on Weisbord Six-Box Model. Research method is descriptive-correlation. Population includes 150 staff managers and experts of Bank Shahr central office.108 of them were selected as sample based on Cochran formula. Data collection tool is a questionnaire including 38 items in two organizational change and financial-economic performance sectors. After measuring its validity and reliability, the questionnaires were distributed among managers and experts with simple random sampling method. Collected data were analyzed based on structural equation analysis. The results indicated that 1. The model has a good fitness. 2. Organizational change has a significant impact on financial-economic performance of Bank Shahr. 3. The components of organizational change i.e. goals, structure, leadership, communication, reward, and ways to help have significant impact on financial-economic performance of Bank Shahr. 4. The prioritization of organizational change components are ranked in terms of degree of impact on financial-economic performance of Bank Shahr, leadership, ways to help, goals, communication, structure, and reward respectively.

Therefore, determining the indicators affecting the spread of rumors will lead to the development of the success of the bank and its investors. Due to the study of the current situation and the lack of observation of research related to the subject and the lack of theoretical framework in the field of effective indicators of commercial rumors, the present study is conducted in a mixed exploratory method. In the qualitative stage, 20 experts are interviewed by a snowball and purposeful sampling method. The data of this section are analyzed by a phenomenological approach based. In the quantitative stage, using the questionnaire obtained from the results of the qualitative section, the opinions of 40 accounting experts are obtained by judgmental and purposeful sampling. The data of this section are evaluated using a one-sample t-test. Based on the results of the qualitative section, the themes and the main and sub-themes (including 7 themes, 22 main themes, and 64 sub-themes) are extracted. The results of the second part of the research confirm 7 themes, 11 main themes, and 16 sub-themes extracted from the qualitative part of the research. In general, the viewpoint of Shahr Bank experts is similar to the view of accounting experts in some cases. After comparing the results of qualitative and quantitative parts of the research, the need to train and promote the shareholding culture among shareholders and to have a long-term time horizon along with the use of algorithmic transactions at the time of decision-making is suggested to investors.

With the transition from the traditional economy and increasing competition in new dimensions, the customer has become the main pillar and the center of all organizational activities. From a competitive perspective, the survival and continuity of organizations depend on identifying and attracting new customers and maintaining existing ones. Moreover, acquiring new customers costs five times more than retaining existing ones. This means that instead of differentiating products, organizations should identify their customers and shift their focus from increasing market share to increasing customer share. According to the 20/80 rule, 20% of customers contribute to 80% of the organization's sales. This indicates the necessity of maintaining long-term profitable relationships with customers to maximize profits. This research aims to measure the quality of customer relationship management for developing digital marketing strategies at Shahr Bank. The statistical population of this study included all experts and senior managers of Shahr's Bank headquarters and stakeholders. Using Cochran's formula, 125 individuals were selected as the statistical sample. Sampling was done as a random cluster. The collected data were analyzed using SPSS software. The results of the study showed that the infrastructure variables, organizational environment, customer orientation, human resources, relationship management, service quality, management and planning, strategic management, marketing, and performance in Shahr Bank are in a desirable state. The use of up-to-date technologies and the implementation of an appropriate organizational structure for managing customer relationships were identified as reasons for this desirability.

Organizational change is one of the most important issues in organizational behavior management that many studies have been done regarding the role of this factor in improving organizational efficiency and achieving to organizational goals. One of the factors that have an influential role in organizational efficiency and success is psychological empowerment of employees. Today, in new management, strategic and structural plans of leading organizations are formulated consistent with the development and enhancement of its manpower. In this regard, attention to the role of organizational culture is of great importance to achieve this objective. For this purpose and given the diversity of organizational culture models, in this research, different organizational culture patterns have been investigated, and then, the role of organizational culture in improving psychological empowerment of employees to attain competitive advantage at Bank Shahr was studied. The results indicated that organizational culture has positive, direct and significant impact on improving psychological empowerment of Bank Shahr employees. In this regard, improvement of organizational culture or its failure leads to an increase or decrease in the psychological empowerment of employees. Accordingly, this has a direct impact on their economic efficiency. Furthermore, the study of the model in terms of goodness of fit showed that the theoretical model is statistically significant and the theoretical concept is practical, and in terms of the desirability of fitness, according to the statistics calculated by statistical software, it is estimated in an acceptable situation.