Customer relationship management, CRM, has the ability to achieve success and growth of enterprises in the present time’s environment of broad competition and rapid technological development. CRM helps organizations to know the customers well and to establish sustainable relationships with them. The main goal of this study is to investigate the factors affecting CRM implementation at DHL Baghdad. To achieve this goal and considering the research model, four hypotheses were formulated, and the required data was collected through a structured questionnaire. The data was quantitatively analyzed using SPSS 17. According to the findings derived from the data analysis, the researchers concluded that the first factor (technology) has a positive and significant influence on CRM implementation. While, the other three factors (human resource, knowledge of CRM and knowledge management) had an insignificant but positive influence on CRM implementation. Thus, H1 was supported, while H2, H3 and H4 were partly supported.

Scientists have lately discovered that the quality of services has a significant influence on academic satisfaction and academic loyalty. Universities in Erbil are competing attract academics by conducting international conferences. The purpose of this study is to evaluate the service quality in international conferences. A statistical analysis was provided based on data collected from 150 responses from academics at Cihan University-Erbil and other universities in the region. A structured questionnaire was conducted by the respondents in order to analyze their general expectations on conference services and the actual service performance they perceived with the conference. The study also assessed the impact of respondents’ past experiences on their expectations. The findings of this study show that we have positive effect between the total effect of (SQ) the independent variable on (CI) the dependent variable is highly significant with (t = 6.02, p< 0.05), also the effect of the mediator variable (AS) was significant with (t = 7.01, p< 0.05), and finally both the independent variable and the mediator variable (SQ) and (AS) have a significant effect on the dependent variable (CI). We found that the meditation effect was partial but not complete effect.

No abstract

The aim of this article is to verify the relationship between ethical leadership (EL) and job embeddedness (JE) and job involvement (JI) in charity organizations in Erbil province, Iraq. Also, identifying the role of ethical leadership in enhancing job involvement and job embeddedness. The data were collected by questionnaire distributed to 320 staff working at charity organizations in Erbil, Iraq. The data were analyzed by IBM-SPSS 26 to test the hypothesis of the study. The outcome of this article showed a positive relationship between EL and JE and JI. Also, there is a positive effect between the EL and JE. The implication of the study point to the essential role of ethical leadership in changing employees’ attitudes positively toward job involvement and satisfaction.

With the recent technological advancement, the Dynamic Vehicle Routing Problem (DVRP) is becoming more applicable but almost all of the research in this field limited the source of dynamism from the order side rather from the vehicle, in addition to the adoption of inflexible tools that are mainly designed for the static problem. Considering multiple random vehicle breakdowns complicates the problem of how to adapt and distribute the workload to other functioning vehicles. In this ongoing PhD research, a proposed multi-layered Agent-Based Model (ABM) along with a modelling framework on how to deal with such disruptive events in a reactive continuous manner. The model is partially constructed and experimented, with a developed clustering rule, on two randomly generated scenario for the purpose of validation. The rule achieved good order allocation to vehicles and reacted to different problem sizes by rejecting orders that are over the model capacity. This shows a promising path in fully adopting the ABM model in this dynamic problem.