Document Type : Original Article (Qualitative)
Authors
1
Department of Business Management, SR.C. Islamic Azad University, Tehran, Iran.
2
Department of Business Management, ToJ.C., Islamic Azad University, Torbat Jam, Iran
3
Department of Business Management, Boj.C., Islamic Azad University, Bojnourd, Iran
4
Department of Business Management, YI.C., Islamic Azad University, Shahre Rey, Iran.
Abstract
This study aims to develop a conceptual model for managing post-purchase anomalies within the pharmaceutical sector, focusing on Daroo Mofid Iran Company as a case study. Methodologically, the research is categorized as applied in terms of outcome, qualitative in data nature, and developmental-exploratory in objective. The target population comprised pharmaceutical industry experts, with 15 individuals selected via purposive sampling until reaching theoretical saturation. To ensure the instrument’s validity, expert judgment from specialized scholars was sought, while inter-coder reliability was applied to verify the consistency of the interviews. Data processing was performed using MAXQDA software. The resulting model, structured according to the Strauss and Corbin systematic approach, encompasses all fundamental dimensions: causal conditions, the core phenomenon, contextual factors, intervening conditions, strategies, and consequences. Identified strategic components include the optimization of monitoring and control systems, transparency enhancement, customer segmentation, tailored service delivery, sustained interaction, and the digitalization of organizational processes. Furthermore, the consequences of the model manifest as increased trust and loyalty, improved satisfaction, brand image reinforcement, complaint mitigation, reduction in the hidden costs of anomalies and outstanding claims, supply chain optimization, enhanced competitive advantage, and the mitigation of “basket selling” practices.
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