سال انتشار: ۱۳۸۷

محل انتشار: اولین کنفرانس ملی مدیریت رفتار شهروندی سازمانی

تعداد صفحات: ۲۱

نویسنده(ها):

Saeed Rezazadeh – Department of Management, University of Tehran, December 2008MS Students of Industrial Management of University of Tehran
Mohammad Bager Mostafalu – MS Students of Industrial Management of University of Tehran

چکیده:

This study proposes a model of customer-contact service employee management that examines organizational citizenship behaviors as critical links between aspects of the employee-organization relationship and customers’ perceptions of service quality. Also it examines the organizational factors that affect OCB