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Paper Information

Journal:   MANAGEMENT RESEARCH IN IRAN (MODARES HUMAN SCIENCES)   SPRING 2012 , Volume 16 , Number 1 (74); Page(s) 53 To 72.
 
Paper: 

STUDY OF STRUCTURAL RELATIONSHIPS BETWEEN ORGANIZATIONAL SERVICE ORIENTATION, EMPLOYEE JOB SATISFACTION AND CITIZENSHIP BEHAVIOR (CASE STUDY: MELLAT' BANK BRANCHES IN TEHRAN)

 
 
Author(s):  ESLAMI YAHIA*, JALAY SAIED HASAN, HOSSEINI SAIED FARHAD
 
* FACULTY OF MANAGEMENT ACCOUNTING, ALLAMEH TABAIABAI UNIVERSITY, TEHRAN, IRAN
 
Abstract: 

Today, superiority of service oriented economy on product oriented economy and also necessity providing more and better quality services resulted in that organizations considere human capital as a key factor in obtaining competitive advantage. Satisfied employees have high energy and willingness to interact with customers. Employees who are satisfied with their jobs usually display organizational citizenship behavior.
The aim of this research is investigation of the relationship between aspects of organizational service orientation and job satisfaction and organizational citizenship behavior. Current research is a descriptive study and its statistical society includes all managers and employees working in Melat Bank's branches in Tehran. Data collection methods are study of library sources and field survey (with questionnaire). The constructs were measured using existing scales. Structural equation models and confirmatory factor analysis were used to examine the effects.
The results indicated that all hypotheses were confirmed in the 95% confidence level, except the fifth and ninth hypotheses. Managers should use the servant leadership, actions of service providers and human resource management, except face to face services, for direct affecting on citizenship organizational behavior and employee's job satisfaction.

 
Keyword(s): ORGANIZATIONAL CITIZENSHIP BEHAVIOR, JOB SATISFACTION, CUSTOMER ORIENTATION, SERVANT LEADERSHIP
 
References: 
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