عوامل تعیین کننده عملکرد فروشنده های B2B صنعت مواد غذایی بر اساس دیدگاه اکوسیستم خدمت

نوع مقاله : مدیریت استراتژیک (برنامه­‌ها، تحلیل‌های استراتژیکی تولید، استراتژی‌های بازاریابی و مدیریت بازار، کسب­وکار، سرمایه گذاری، منابع انسانی، مالی، رقابت، . . . )

نویسندگان

1 گروه مدیریت و حسابداری موسسه آموزش عالی نبی اکرم(ص) تبریز

2 دانشکده اقتصاد و مدیریت دانشگاه تربیت مدرس

3 دانشگاه تربیت مدرس

چکیده

نقش کلیدی عملکرد فروشنده ‌های B2B در رشد سازمان های فروش، نتایج سطوح مختلف شرکت ها و به نتیجه رسیدن فعالیت های تمام کارکردهای سازمان، روشن است. در سال های اخیر تحقیقات، به مشارکت فروشنده در هماهنگی بسیاری از کنشگران اقتصادی و اجتماعی در داخل و خارج سازمان، مبادله خدمت بین کنشگران و همسو کردن ترتیبات نهادی فروش تأکید داشته و اصول تئوریکی جدیدی به نام اکوسیستم خدمت را در فروش مطرح کرده اند. از این رو، توجه به عملکرد فروشنده بر اساس این دیدگاه و شناسایی عوامل تعیین ‌کننده ‌ی آن در اکوسیستم خدمت ضروری است. هدف این پژوهش شناسایی و تبیین عوامل تعیین ‌کننده عملکرد فروشنده ‌های  با تکیه بر دیدگاه اکوسیستم خدمت است. روش پژوهش از نظر هدف، بنیادی، از نظر رویکرد کیفی و از نظر روش گردآوری داده ها، روش داده ‌بنیاد با رویکردکلاسیک است. جامعه تحقیق خبرگان فروش B2B شرکت های صنعت مواد غذایی کشور است که با استفاده از نمونه ‌گیری نظری انتخاب شده ‌اند. داده ‌های پژوهش از طریق مصاحبه ‌های عمیق با 20 نفر مدیر و کنشگر اصلی فروش گردآوری شده است. براساس روش داده بنیاد کلاسیک در مرحله کدگذاری باز، تعداد 130 کد اولیه شناسائی شده و در کدگذاری انتخابی 13 مقوله، 41 مفهوم و 130 واقعه شناسایی شد و نهایتا در مرحله کدگذاری نظری برای دستیابی به مدل تحقیق از رویکرد چند لایه ‌ای استفاده شد که  این کار سبب نام ‌گذاری سه سطح مختلف اکوسیستم خدمت شامل سطح خرد، میانی و کلان شدند که از بین آن ها عوامل فردی، استرس های فروشنده، عوامل شغلی، عوامل همکاران، عوامل سازمان فروش و عوامل سازمان، عوامل سطح خرد اکوسیستم خدمت بودند. ویژگی ‌های صنعت، کنشگران فروش، رویکردهای بین کنشگران و روش های فروش صنعت، عوامل تعیین ‌کننده ‌ی سطح میانی و نهایتا عوامل جامعه، عوامل خانواده و متغیرهای کلان عوامل سطح کلان شناسایی شدند. پژوهشگران، مدیران فروش و بازاریابی شرکت‌ها با بررسی نتایج حاصل از این پژوهش می‌توانند با عوامل تعیین ‌کننده ‌ی عملکرد فروشنده در سطوح مختلف اکوسیستم خدمت آشنا شده و از آن، برای افزایش و بهبود عملکرد فروشنده‌‎ها، به‌نحو مؤثرتری استفاده کنند.

کلیدواژه‌ها

عنوان مقاله [English]

Determinant Factors of B2B Salesperson performance of Food Industry from Service Ecosystems perspective

نویسندگان [English]

  • nasrin razi 1
  • asghar moshabaki 2
  • Hamid hosseini 3
  • asadollah naiej 3
1 Instructor,Faculty of management and accounting, university college of Nabi Akram (PhD. student, Business management-Marketing management), Tabria, Iran.
2 Tarbiat modares univercity
3 Tarbiat modares univercity
چکیده [English]

The key role of B2B salesperson performance in the growth of sales organizations, the results of different levels of companies and the achievement of the activities of all functions of the organization is clear. In recent years, studies have emphasized salesperson cuntribution in coordinating many economic and social actors inside and outside the organization, exchanging services between actors, and aligning institutional sales arrangements, and has introduced new theoretical principles called service ecosystems. Therefore, it is necessary to pay attention to the salesperson performance based on this view and identify its determinants in the service ecosystems. The purpose of this study is to identify and explain the determinants of salesperson performance based on the perspective of service ecosystem. The research method is Grounded Theory method in terms of data collection method with a classical approach. The research community is the B2B sales experts of the Iran's food industry companies who have been selected using theoretical sampling. Research data was collected through in-depth interviews with 20 key sales managers and actors. Based on the classical Grounded theory, in the open coding stage, 130 initial codes were identified and in the selected coding, 13 categories, 41 concepts and 130 events were identified. Finally, in the theoretical coding stage, a multilayer approach was used to achieve the research model. This led to the naming of three different levels of service ecosystem, including micro, meso and macro levels, among which individual factors, salesperson stresses, job factors, co-operative factors, sales organization factors and organizational factors, micro level factors of service ecosystem. Characteristics of industry, sales actors, approaches between actors and sales methods of industry, determinants of middle level and finally community factors, family factors and macro variables of macro level factors were identified. Researchers, sales and marketing managers of companies by examining the results of this study can get acquainted with the determinants of salesperson performance at different levels of the service ecosystem and from it, to increase and improve salesperson performance, more effectively to use.

کلیدواژه‌ها [English]

  • “B2B Salesperson Performance”
  • “Service Ecosystems”
  • “service exchange”
  • “Grounded Theory”

مراجع

Agnihotri, R., Gabler, C. B., Itani, O. S., Jaramillo, F., & Krush, M. T. (2017). Salesperson ambidexterity and customer satisfaction: examining the role of customer demandingness, adaptive selling, and role conflict. Journal of Personal Selling & Sales Management, 37(1), 27-41.
Agnihotri, R. & Krush, M.T. (2015). Salesperson empathy, ethical behaviors, and sales performance: the moderating role of trust in one's manager. Journal of Personal Selling & Sales Management, 35(2), 164-174.
Ahearne, M., Lam, S., Hayati, B., & Kraus, F. (2013). Intrafunctional competitive intelligence and sales performance: a social network perspective. 77(5), 37-56.
Anaza, N. A., Inyang, A.E., Saavedra, J.L. (2018). Empathy and affect in B2B salesperson performance. Journal of Business & Industrial Marketing, 33 (1), 29-41.
Anderson, E., & Oliver, R.L. (1987). Perspectives on behavior-based versus outcome-based salesforce control systems. Journal of Marketing, 51, 76-88.
Anglin, K. A., Stolman, J. J., & Gentry, J. W. (1990). The congruence of manager perception of salesperson performance and knowledge-based measures of adaptive selling. Journal of personal selling & sales management, 10(4), 81-90. ‏
Asgari, N. (2018). Studying the Intermediating Role of Organizational Pride in the Effect of Employer Branding of Distributor Corporations on the Sellers’ Performance (Studied Case: Behpakhsh Corporation). Journal of Business Management, 10(2), 399 – 420. (in Persian)
Askari, Nasser; Nikokar, Gholam Hossein (2016) The Role of Psychological Empowerment in Improving the Sales Performance of Vendors of Broadcasting Companies (Case Study: Company to Broadcasting), Journal of Business Management, Volume 8, Number 3, pp. 637-658. (in Persian)
Azizi, Shahriar; Khodadad Hosseini, Seyed Hamid; Rousta, Ahmad (2012) Two-level model of factors determining sales force performance, Journal of Business Management, No. 9, pp. 61-80. (in Persian)
Azizi, Shahriar; Khorasani, Vida (2014) The effect of sales skills on the sales performance of bank counter users, Journal of Modern Marketing Research, Fourth Year, No. 4, pp. 43-56. (in Persian)
Badovick, G. J., Hadaway, F. J., & Kaminski, P. F. (1992). Attributions and emotions: The effects on salesperson motivation after successful vs. unsuccessful quota performance. Journal of Personal Selling & Sales Management, 12(3), 1-11.‏
Baldauf, A., Cravens, D.W. (2002). The effect of moderators on the salesperson behavior performance and salesperson outcome performance and sales organization effectiveness relationships. European Journal of Marketing, 36 (11/12), 1367-1388.
Baldauf, A., Cravens, D.W. & Piercy, N.F. (2001). Examining Business Strategy, Sales Management, and Salesperson Antecedents of Sales Organization Effectiveness. Journal of Personal Selling & Sales Management, 21(2), 109-122.
Boles, J., Brashear, T., Bellenger, D., & Barksdale, H. Jr, (2000). Relationship selling behaviors: antecedents and relationship with performance. Journal of Business & Industrial Marketing, 15 (2/3), 141-153.
Bommer, W. H., Johnson, J. L., Rich, G. A., Podsakoff, P. M., & MacKenzie, S. B. (1995). On the interchangeability of objective and subjective measures of employee performance: A meta‐analysis. Personnel psychology, 48(3), 587-605.
Brown, S.P. & Peterson, R.A. (1993). Antecedents and consequences of salesperson job satisfaction. Journal of Marketing Research, 30 (1), 63-78.
Brown, T.J., Mowen, J.C., Donavan, D.T., & Licata, J.W. (2002). The customer orientation of service workers: personality trait effects on self- and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
Bolander, Willy Cinthia B. Satornino, Douglas E. Hughes, and Gerald R. Ferris (2015) Social Networks Within Sales Organizations: Their Development and Importance for Salesperson Performance. Journal of Marketing,79(6), 1-16.
Chakrabarty, S., Oubre, D. T., & Brown, G. (2008). The impact of supervisory adaptive selling and supervisory feedback on salesperson performance. Industrial Marketing Management, 37(4), 447-454.‏
Cannon, J.P. and Homburg, C. (2001) ‘Buyer–Supplier Relationships and Customer Firm Costs’, Journal of Marketing 65 (January): 29–43.
Claro, Danny P. & Carla Ramos (2018) Sales intrafirm networks and the performance impact of sales cross-functional collaboration with marketing and customer service, Journal of Personal Selling & Sales Management, 38(2),33-50
Churchill Jr, G. A., Ford, N. M., Hartley, S. W., & Walker Jr, O. C. (1985). The determinants of salesperson performance: A meta-analysis. Journal of marketing research, 22(2), 103-118.
Constantin, James A. and Robert F. Lusch (1994), Understanding Resource Management. Oxford, OH: The Planning Forum.
Corbin, J., & Strauss, A. (2008). Strategies for qualitative data analysis. Basics of Qualitative Research. Techniques and procedures for developing grounded theory, 3.
Cravens, D.W., Ingram, T.N., LaForge, R.W., & Young, C.E. (1993). Behavior-based and outcome-based salesforce control systems. Journal of Marketing, 57, 47-59.
Cron, W. L., Baldauf, A., Leigh, T. W., & Grossenbacher, S. (2014). The strategic role of the sales force: Perceptions of senior sales executives. Journal of the Academy of Marketing Science, 42(5), 471-489.‏
Cross, M.E., Brashear, T.G., Rigdon, E.E., Bellenger, D.N. (2007). Customer orientation and salesperson performance. European Journal of Marketing, 41)7/8(, 821-835.
Deeter-Schmelz, D. R., Lauer, T. P., & Rudd, J. M. (2019). Understanding cross-cultural sales manager–salesperson relationships in the Asia-Pacific Rim region: a grounded theory approach. Journal of Personal Selling & Sales Management, 39(4), 334-351. ‏
Dehdashti, Zohreh; Pourhosseini, Amir Hossein (2013) Presenting the Model of the Impact of Sales and Marketing Strategy on Sales Performance, Journal of Business Management, Volume 5, Number 1, pp. 61-84.(in Persian)
Dwyer, Robert F., Paul H. Schurr, and Sejo Oh (1987), “Developing Buyer-Seller Relationships,” Journal of Marketing,51(2),11–27.
Dubinsky, A. J., & Hartley, S. W. (1986). A path-analytic study of a model of salesperson performance. Journal of the Academy of Marketing Science, 14(1), 36-46.‏
Dixon, Andrea L., and John F. Tanner (2012), Transforming Selling: Why It Is Time to Think Differently About Sales Research, Journal of Personal Selling & Sales Management, 32 (1), 9–14.
Evans, Kenneth R., Richard G. McFarland, Bart Dietz & Fernando Jaramillo (2012) Advancing Sales Performance Research: A Focus on Five Under Researched Topic Areas, Journal of Personal Selling & Sales Management, 32:1, 89-105.
Fayazi, Marjan; Modares Nia, Seyed Mohammad (2017) Development of ethical-behavioral criteria of marketing and sales forces: Ghasem Iran Broadcasting Company, Journal of modern Marketing Research, Year 7, No. 3, pp. 125-140. (in Persian)
Friedman, Walter A. (2005), Birth of a Salesman. Cambridge, MA: Harvard University Press.
Glaser, B. G., & Strauss, A. L. (2017). Theoretical sampling. In Sociological methods (pp. 105-114). Routledge.
Glaser, B. G., & Holton, J. (2004). Remodeling grounded theory. Forum: Qualitative sozialforschung/ Forum: qualitative social research, 5,2.
Glaser, B. (2005). The grounded theory perspective III: Theoretical coding, Sociology Press. Mill Valley, CA.
Ghazizadeh, Mustafa; Biginia, Abdul Reza; Roshan Ghiyasi, Roghayeh (2015) The Relationship between Power Distribution between Marketing and Sales Forces and Business Performance, Business Management, No. 21, pp. 105-122. (in Persian)
Hartmann, N. N., Wieland, H., & Vargo, S. L. J. J. o. M. (2018). Converging on a new theoretical foundation for selling. Journal of marketing, 82(2), 1-18.
Holton, J. A. (2008). Grounded theory as a general research methodology. The grounded theory review, 7(2), 67-93.
Jaramillo, F., Mulki, J. P., & Marshall, G. W. (2005). A meta-analysis of the relationship between organizational commitment and salesperson job performance: 25 years of research. Journal of Business Research, 58(6), 705-714. ‏
Johlke, M.C. (2006), Sales presentation skills and salesperson job performance. Journal of Business & Industrial Marketing, 21(5), 311-319.
Jones, Eli, Steven P. Brown, Andris A. Zoltners & Barton A. Weitz (2005) The Changing Environment of Selling and Sales Management, Journal of Personal Selling & Sales Management, 25:2, 105-111.
Johnson, J. S., & Matthes, J. M. (2018). Sales-to-Marketing Job Transitions. Journal of Marketing, 82(4), 32-48.
 Johnson, Jeff S., and Ravipreet S. Sohi (2016), “Understanding and Resolving Major Contractual Breaches in Buyer–Seller Relationships: A Grounded Theory Approach,” Journal of the Academy of Marketing Science, 44 (2), 185205.
Johnson, Jeff S. 2015. “Qualitative Sales Research: An Exposition of Grounded Theory.” Journal of Personal Selling & Sales Management 35 (3):262–73.
Kleinaltenkamp, M., Corsaro, D., & Sebastiani, R. (2018). The role of proto-institutions within the change of service ecosystems. Journal of Service Theory and Practice.
Kumar, V., J. Andrew Petersen, and Robert P. Leone (2013), “Defining, Measuring, and Managing Business Reference Value,” Journal of Marketing, 77 (1), 68–86.
Lawrence, T., Suddaby, R., & Leca, B. (2011). Institutional work: Refocusing institutional studies of organization. Journal of management inquiry, 20(1), 52-58. ‏
Lawrence, Thomas B., Bernard Leca, and Tammar B. Zilber. "Institutional work: Current research, new directions and overlooked issues." Organization Studies 34.8 (2013): 1023-1033.
Lussier, B., & Hall, Z. R. (2018). Cooperation in B2B relationships: Factors that influence customers' perceptions of salesperson cooperation. Industrial Marketing Management, 69, 209-220.‏
Levy, M., & Sharma, A. (1994). Adaptive selling: the role of gender, age, sales experience, and education. Journal of Business Research, 31(1), 39-47. ‏
Lopez, T. B., Carr, J., Gregory, B. T., & Dwyer, S. (2005). The influence of psychological climate on the salesperson customer orientation–salesperson performance relationship. Journal of Marketing Theory and Practice, 13(2), 59-71.‏
MacKenzie, S. B., Podsakoff, P. M., & Ahearne, M. (1998). Some possible antecedents and consequences of in-role and extra-role salesperson performance. Journal of marketing, 62(3), 87-98.‏
Maglajlic, S., Vida, K-I, Obadia, C, Plank,R. (2016). Clarifying the influence of emotional intelligence on salesperson performance. Journal of Business & Industrial Marketing, 31(7),877-888.
Malek, S.L. Sarin, S. & Jaworski, B.J (2018) Sales management control systems: review, synthesis, and directions for future exploration, Journal of Personal Selling & Sales Management, 38:1, 30-55.
Malek Akhlaq, Ismail; Poureisi, Arman; Nabizadeh, Seyed Ali (2016) Evaluation of sales force performance based on key performance indicators with data envelopment analysis (DEA) Journal of Development and Transformation Management, No. 26, pp. 25-34. (in Persian)
Mariadoss, B. J., Milewicz, C., Lee, S., & Sahaym, A. (2014). Salesperson competitive intelligence and performance: The role of product knowledge and sales force automation usage. Industrial Marketing Management, 43(1), 136-145. ‏
Nowlin, E. L., Walker, D., & Anaza, N. A. (2018). How does salesperson connectedness impact performance? It depends upon the level of internal volatility. Industrial Marketing Management, 68, 106-113. ‏
Oliver, R. L., & Anderson, E. (1994). An empirical test of the consequences of behavior-and outcome-based sales control systems. Journal of Marketing, 58(4), 53-67. ‏
Oschrin, E. (1918) Vocational tests for retail saleswomen, Journal of Applied Psychology, 2,148-55.
Piercy, N.F. Cravens, D.W, Morgan, N.A (1998). Salesforce performance and behaviour‐based management processes in business‐to‐business sales organizations. European Journal of Marketing, 32 (1/2), 79-100.
Plouffe Christopher R (2018) Is it navigation, networking, coordination … or what? A multidisciplinary review of influences on the intra-organizational dimension of the sales role and performance, Journal of Personal Selling & Sales Management, 38:2, 241-264.
Plank, R.E. and Dempsey, W.A. (1980), A framework for personal selling to organizations, Industrial Marketing Management, 9, 243-249.
Pandey, J. (2019). Factors affecting job performance: an integrative review of literature. Management Research Review.Vol. 42 No. 2, pp. 263-289.
Rapp, A., Bachrach, D. G., Panagopoulos, N., & Ogilvie, J. (2014). Salespeople as knowledge brokers: A review and critique of the challenger sales model. Journal of Personal Selling & Sales Management, 34(4), 245-259.‏
Razi, N., Moshabaki, A., Khodadad Hoseini, S.H., & Kordnaeij, A. (2020). Convergence in Multidimensional, Interdisciplinary, and Inter-Organizational Approaches in B2B Sales Performance Evaluation Research: Systematic Literature Review. Journal of Business Management, 12(2), 285-314. (in Persian)
Rich, G. A., Bommer, W. H., MacKenzie, S. B., Podsakoff, P. M., & Johnson, J. L. (1999). Apples and apples or apples and oranges? A meta-analysis of objective and subjective measures of salesperson performance. The Journal of Personal Selling and Sales Management, 41-52.‏
Rackham, N., & DeVincentis, J. (1998). Rethinking the sales force: Refining selling to create and capture customer value. Pennsylvania, NY: McGraw-Hill.
Ramendra, Gopal,S. (2013). The impact of job satisfaction, adaptive selling behaviors and customer orientation on salesperson's performance: exploring the moderating role of selling experience. Journal of Business & Industrial Marketing, 28 (7), 554-564.
Russ, F. A., McNeilly, K. M., & Comer, J. M. (1996). Leadership, decision making and performance of sales managers: A multi-level approach. Journal of Personal Selling & Sales Management, 16(3), 1-15.‏
Schwepker Jr., C.H. (2003). An exploratory investigation of the relationship between ethical conflict and salesperson performance. Journal of Business & Industrial Marketing, 18 (4/5).
Shappier, H. R. V. (2018). Sales control and performance: Moderating effects of salesperson and supervisor characteristics. The Marketing Review, 18(1), 55-69. ‏
Silver S, Lawrence S., Dwyer S, and Alford B (2006). Learning and performance goal orientation of salespeople revisited: The role of performance-approach and performance-avoidance orientations. Journal of Personal Selling & Sales Management 26(1), 27-38. ‏
Scott, Richard W. (2013), Institutions and Organizations: Ideas, Interests, and Identities. Thousand Oaks, CA: Sage Publications.
Sihag, V., & Rijsdijk, S. A. (2019). Organizational Controls and Performance Outcomes: A Meta‐Analytic Assessment and Extension. Journal of Management Studies, 56(1), 91-133.
Shirkhodai, Meysam; Madhushi, Mehrdad; Hatami, Keyvan (2012) A Study of the Relationship between Sales Skills and Sales Employees' Performance with the Mediating Role of Job Satisfaction, Journal of business management, No. 12, pp. 149-169.(in Persian)
Storbacka, K., Polsa, P., & Sääksjärvi, M. (2011). Management practices in solution sales—A multilevel and cross-functional framework. Journal of Personal Selling & Sales Management, 31(1), 35-54.‏
Sujan, H., Weitz, B. & Kumar, B. (1994), Learning orientation, working smart, and effective selling. Journal of Marketing, 58, 39-52.
Sundaram, S., Schwarz, A., Jones, E., & Chin, W. W. (2007). Technology use on the front line: how information technology enhances individual performance. Journal of the Academy of Marketing Science, 35(1), 101-112.‏
Terho, H., Eggert, A., Haas, A., & Ulaga, W. (2015). How sales strategy translates into performance: The role of salesperson customer orientation and value-based selling. Industrial Marketing Management, 45, 12-21.‏
Vargo, S. L., & Lusch, R. F. (2004). Evolving to a new dominant logic in Markting. Journal of Marketing, 68, 1–17
Vargo, S. L., & Lusch, R. F. (2008). Service-dominant logic: continuing the evolution. Journal of the Academy of Marketing Science, 36(1), 1–10.
Vargo, S. L., Wieland, H., & Akaka, M. A. (2015). Innovation through institutionalization: A service ecosystems perspective. Industrial Marketing Management, 44, 63–72.
Vargo, Stephen L., and Robert F. Lusch (2016), “Institutions and Axioms: An Extensionand Update of Service Dominant Logic,” Journal of the Academy of Marketing Science, 44 (1), 5–23.
 Vargo, Stephen L., et al. "A systems perspective on markets–Toward a research agenda." Journal of business research 79 (2017): 260-268. ‏
Verbeke, W., Dietz, B., & Verwaal, E. (2011). Drivers of sales performance: a contemporary meta-analysis. Have salespeople become knowledge brokers?  Journal of the Academy of Marketing Science, 39(3), 407-428
Wang, G., & Netemeyer, R. G. (2004). Salesperson creative performance: conceptualization, measurement, and nomological validity. Journal of Business Research, 57(8), 805-812. ‏
Walker Jr, O., Churchill Jr, G., & Ford, N. (1977). Motivation and performance in industrial selling: present knowledge and needed research. Journal of marketing 14(2), 156-168.
Walker, O.C., Churchill, G.A.and Ford, N.M. (1979), “Where do we go from here? Some Selected issues concerning the motivation and performance of the industrial salesforce”, in Albaum, G. and Churchill, G.A. (Eds), Critical Issues in Sales Management: State-of-the-Art and Future Research Needs, University of Oregon, Eugene, OR, pp. 10-75.
White, Catherine J. (2018). Customer Perspectives on Sales Strategies: A Relational Approach. LSU Doctoral Dissertations. 4686.
Yilmaz, C (2002). Salesperson performance and job attitudes revisited: An extended model and effects of potential moderators. European Journal of Marketing, 36 (11/12), 1389-1414.
Zoltners, Andris A. Prabhakant Sinha & Sally E. Lorimer (2008) Sales Force Effectiveness: A Framework for Researchers and Practitioners, Journal of Personal Selling & Sales Management, 8:2, 115-13.
 
پژوهشنامه مدیریت اجرایی
دوره 15، شماره 29
شهریور 1402
صفحه 166-200

فایل ها

سابقه مقاله

  • تاریخ دریافت: 23 مهر 1400
  • تاریخ بازنگری: 06 مهر 1401
  • تاریخ پذیرش: 23 خرداد 1402

هم رسانی

ارجاع به این مقاله

آمار