Paper Information

Journal:   JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE)   SUMMER 2011 , Volume 10 , Number 6 (39); Page(s) 53 To 69.
 
Paper: 

INVESTIGATING OF RELATIONSHIP BETWEEN CUSTOMER ORIENTATION AND ORGANIZATION CITIZENSHIP BEHAVIOR

 
Author(s):  YAZDANI HAMID REZA, ZARE MIRAKABADI ALI*, NASIRI MOHAMAD HOSEIN, ASAD NEJAD MEHDI
 
* UNIVERSITY OF TEHRAN
 
Abstract: 

Organization entry into service economy makes service quality as a challengeable issue for them. Thus success of organization in this economy definitely depends on having quantitative services and customer-oriented staffs. Recent research has shown that one of the influential factors on service quality of organizations and creating competitive advantage is citizenship behaviors in employees, especially employees who directly interact with customers [23]. In concerns with importance of both customer-orientation and organizational citizenship behavior factors, the relationship between these variables is investigated in this paper based on survey in a hospital in Tehran. The results of this research are demonstrated that positive and significant relationship exists between organizational citizenship behavior and customer-orientation.

 
Keyword(s): SERVICE ECONOMY, ORGANIZATIONAL CITIZENSHIP BEHAVIOR, CUSTOMER-ORIENTATION
 
References: 
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