Improving Service Quality by Using Organizational Citizenship Behavior: Iranian Evidence
محل انتشار: مجله ایرانی مطالعات مدیریت، دوره: 4، شماره: 2
سال انتشار: 1390
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 98
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شناسه ملی سند علمی:
JR_JIJMS-4-2_005
تاریخ نمایه سازی: 7 شهریور 1402
چکیده مقاله:
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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نویسندگان
Nour-Mohammad Yaghoubi
University of Sistan and Baluchestan, School of Management and Accounting, Department of Management, Zahedan, Iran
Mahdi Salehi
Ferdowsi University of Mashhad, Iran
Jamshid Moloudi
University of Sistan and Baluchestan, School of Management and Accounting, Department of Management, Zahedan, Iran