دانلود مقاله The Role of Organizational Citizenship Behavior (OCB)in Service Providers Success A Customer Loyalty-based Approach
سال انتشار: ۱۳۸۷
محل انتشار: اولین کنفرانس ملی مدیریت رفتار شهروندی سازمانی
تعداد صفحات: ۱۱
Babak Abdolzadeh Fakhr – University of Tehran, Kish International Campus
The purpose of this paper is to reveal the role of organizational citizenship behavior (OCB) in service providers success. Previously, on the one hand, studies suggest a relationship between OCB and customer loyalty. On the other hand, researches establish a connection between customer loyalty and service providers success. Consequently, a comprehensive review of existing pertinent literature reveals a sequential relationship between OCB, customer loyaltyand service providers success in which OCB has a significant positive effect on service providers success through enhancing customer loyalty.