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Improving Service Quality by Using Organizational Citizenship Behavior: Iranian Evidence | ||
| Interdisciplinary Journal of Management Studies (Formerly known as Iranian Journal of Management Studies) | ||
| مقاله 5، دوره 4، شماره 2 - شماره پیاپی 646520، آذر 2011، صفحه 79-97 اصل مقاله (344.31 K) | ||
| شناسه دیجیتال (DOI): 10.22059/ijms.2011.23474 | ||
| نویسندگان | ||
| Nour-Mohammad Yaghoubi1؛ Mahdi Salehi2؛ Jamshid Moloudi1 | ||
| 1University of Sistan and Baluchestan, School of Management and Accounting, Department of Management, Zahedan, Iran | ||
| 2Ferdowsi University of Mashhad, Iran | ||
| چکیده | ||
| Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of the important features of service is the direct interaction with customers and having customer-oriented behaviors. Furthermore, with introducing the internal marketing and the important roles of it, an internal customer of organizations, on achievement of organizational plans, was noted to internal marketing more and more than before. So, the study researchers are going to argue about internal marketing and the effect of it on organizational citizenship behaviors and service quality and the important role of it on development and improvement of service quality by using organizational citizenship behaviors. ... | ||
| کلیدواژه‌ها | ||
| Internal marketing؛ Organizational Citizenship Behavior؛ Service quality؛ Structural Equations Model. | ||
| عنوان مقاله [English] | ||
| Improving Service Quality by Using Organizational Citizenship Behavior: Iranian Evidence | ||
| نویسندگان [English] | ||
| Nour-Mohammad Yaghoubi1؛ Mahdi Salehi2؛ Jamshid Moloudi1 | ||
| چکیده [English] | ||
| Nowadays, with increasing service industries, service marketing and service quality have become an important challenge to organizations. The attempts of organizations in this situation are witnesses to this matter. In the past years, the organizations tried to reach service quality appropriation and satisfaction of self-external customers by concepts and approaches of external marketing. One of the important features of service is the direct interaction with customers and having customer-oriented behaviors. Furthermore, with introducing the internal marketing and the important roles of it, an internal customer of organizations, on achievement of organizational plans, was noted to internal marketing more and more than before. So, the study researchers are going to argue about internal marketing and the effect of it on organizational citizenship behaviors and service quality and the important role of it on development and improvement of service quality by using organizational citizenship behaviors. ... | ||
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