Volume 8, Issue 15 (8-2018)
JRSM 2018, 8(15): 81-90 |
Back to browse issues page
Download citation:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
BibTeX | RIS | EndNote | Medlars | ProCite | Reference Manager | RefWorks
Send citation to:
Omidi A, Safari S. The impact of organizational citizenship behavior on the customer-oriented in sport facilities. JRSM 2018; 8 (15) :81-90
URL: http://jrsm.khu.ac.ir/article-1-2706-en.html
URL: http://jrsm.khu.ac.ir/article-1-2706-en.html
Abstract: (6277 Views)
The purpose of this study was to survey the impact of organizational citizenship behavior on the customer-oriented in sport facilities in Shahrekord. The research method was descriptive, correlational that the survey was carried out. The study population included all employees of public and private sports facilities were Shahrekord. Measuring instruments included OCB questionnaire Paul and Mngvk (2002) and Customer oriented questionnaire Hajjat(2002)were that After ensuring the validity and reliability approved by the Confirmatory factor analysis of the samples investigated were distributed. In order to determine causal relationships and modeling, structural equation modeling (SEM) was used. Based on the results of structural equation modeling, Citizenship behavior variable rate (0/34) a significantly positive effect on customer orientation. It was also observed that a significantly positive effect of OCB (0/21) on the customer's needs. While non-significant positive effect (0/13) on the customer's delight. Hence to encourage direct customer orientation the need knowledge of the requirements of the Customer and about the variable citizenship behavior by focusing on the behavior of consciousness, consciousness and altruism can expect that customer surface growth was better.
Type of Study: Research |
Subject:
sport management
Received: 2015/11/13 | Accepted: 2017/07/3 | Published: 2018/08/15
Received: 2015/11/13 | Accepted: 2017/07/3 | Published: 2018/08/15
References
1. -کرد ناییچ،اسدالله. (1383). مشتری مداری رمز موفقیت سازمانهای متعالی. مطالعات مدیریت بهبود و تحول،43و 44. تهران، 153- 184.
2. طباطبایی، سیدولی. (1391). بررسی ارتباط بازاریابی درونی و کیفیت خدمات: مطالعه موردی بانک کشاورزی. همایش ملی چالشهای مدیریت و رهبری در سازمان های ایرانی، دانشگاه آزاد اسلامی، اصفهان.
3. عباسی، سلیم. جلالی فراهانی، مجید. علی دوست قهفرخی، ابراهیم.(1393). بررسی ارتباط بازاریابی درونی با مشتری گرایی در اداره کل ورزش و جوانان استان اصفهان. مقاله 5، دوره 3، شماره 10.ص 76-67.
4. سید جوادین، سیدرضا. رایج، حمزه. آقا میری، سید علی و یزدانی، حمیدرضا.(1389). بازاریابی درونی، گامی در جهت بهبود رفتارهای شهروندی سازمانی وکیفیت خدمات: تحقیقی پیرامون شرکت گاز تهران بزرگ نشریه مدرس علوم انسان. پژوهشهای مدیریت در ایران، شماره 14، ص 97-67.
5. یزدانی، حمیدرضا. زارع، علی. نصیریف محمدحسین. اسدنژاد، مهدی.(1390). بررسی رابطه مشتری گرایی و رفتار شهروندی سازمانی. فصلنامه چشم انداز مدیریت بازرگانی، سال دهم، شماره 6، ص 39-48.
6. عامری، میرحسن. بهرامی، سوران. صیادی، محمدامین.(1391). بررسی رابطه بین کیفیت خدمات با رضایت مندی و وفاداری مشتریان اماکن ورزشی سرپوشیده دولتی و خصوصی شهر ارومیه. دوره1، شماره3، ص 23-11.
7. افچنگی، سمیه. هادوی، فریده. الهی، علیرضا. (1392). پیش بینی رضایتمندی و تمایل حضور مجدد مشتریان توسط مولفه های بازرایابی رابطه مند در باشگاه های ورزشی؛ مطالعه باشگاه های ایروبیک زنان مشهد. فصلنامه پژوهشهای کاربردی در مدیریت ورزشی، دوره1، شماره 4، ص 63-70.
8. مقیمی، سید محمد و رمضان، مجید، (1390). پژوهشنامه مدیریت، جلد هفتم، انتشارات راه‌دان، تهران.
9. هومن، حیدرعلی.(1384). مدل‌یابی معادلات ساختاری با کاربرد نرم افزار لیزرل. تهران: سازمان مطالعه و تدوین کتب علوم انسانی دانشگاه.
10. Rafaeli, A., Ziklik, L., & Doucet, L.(2010). The Impact of Call Center Employees 'Customer Orientation Behaviors on Service Quality, Journal of Service Research, 2-3.
11. Chen, C. K. , Yu, C. H. , Yang, S. J. , Chang. 20 , H. C. (2004)," A Customer-Oriented Service Enhancement System For The Public Sector", Management Service Quality, Vol. 14, Number 5 , pp 414-425. [DOI:10.1108/09604520410558010]
12. Gronroos, C. (2000). Service Management and Marketing: A Customer Relationship Management Approach", Second Edition, John Wiley.
13. Christopher, M.G., Payne, A. And Ballantyne, D.F. (1991). Relationship Marketing: Bringing Quality, Customer Service and Marketing Together, Butterworth Heinemann/CIM, Oxford and Stoneham, MA.
14. Shelby D. H., Arnett, D. B., Madhavaram, s. (2006). The Explanatory Foundations of Relationship Marketing Theory. Journal of Industrial Marketing, Vol.21, No.2, 72-87. [DOI:10.1108/10610420610651296]
15. Richards, A., & Jones, E. (2008). Customer Relationship Management: Finding Value Drivers, Industrial marketing management, Vol. 37, pp.120-130. [DOI:10.1016/j.indmarman.2006.08.005]
16. Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors. Journal of Marketing Research, Vol, 68, pp 128- 146. [DOI:10.1509/jmkg.68.1.128.24034]
17. Solgen, S,.Wiklund, D. (2006). Customer Relationship management strategy in Swedish Football, Malardlenshogskola Sweden.
18. Palmatier, R W., Dant, R P., Grewal, D., Evans, K. (2006). Relationship marketing in sports: A functional approach, Sport Marketing Quarterly, 15(2), 102-115.
19. Bodet. Guillaume. (2006). "Investigating Customer Satisfaction in a Health Club Context by an Application of the Tetraclasse Mode"l. European Sport Management Quarterly. Vol. 6, No. 2, pp. 149-165. [DOI:10.1080/16184740600954148]
20. Chen, T. (2008). The Examination of Factors that Affect the Relationship between Employee-Customer Satisfactions in Recreational Sport/Fitness Clubs in Taiwan. PhD dissertation. The United States Sports Academy.
21. Castro, Armario, & Ruiz. (2004). the influence of employee organizationa citizenship behavior in Thailand. Career Development International, 9 (4), 406-423.
22. Podsakoff, P. M., MacKenzie, S. B., Paine, J. B., & Bachrach, D., G.(2000). Organizational citizenship behaviors: a critical review of the theoretical and and empirical literature and suggestions for future research. Journal of Management, 26. 513-563. [DOI:10.1177/014920630002600307]
23. Appelbaum, S., Bartolomucci, N., Beaumier, E., et al.(2004). organizational citizenship behavior: a case study of culture , leadership and trust. Management decision, 42 (1). [DOI:10.1108/00251740410504412]
24. Yoon, M. and Suh, J. (2003), Organizational citizenship behaviors and service quality as external effectiveness of contact employees, Journal of Business Research, Vol. 56, pp. 597-611. [DOI:10.1016/S0148-2963(01)00290-9]
25. Schneider, B. M., Ehrhart, D. M., Mayer, J. L., Saltz, & Niles-Jolly. (2005). Understanding Organization-Customer Links in Service Settings. Academy of Management Journal, 48 (6), 1017-1032. [DOI:10.5465/amj.2005.19573107]
26. Shams Addin, M, Yaghobi Pour, A. (2013). The effects of organizational citizenship behavior (OCB) on performance customer Personality, International Journal of Advanced Studies in Humanities and Social Science, Volume 1, Issue 2, 154-163.
27. Bell, S.J., and Mengue, B. (2002). "The employee organization relationship, organizational citizenship behaviors and superior service quality". Journal of retailing.Vol, 78, PP: 131-146. [DOI:10.1016/S0022-4359(02)00069-6]
28. Avourdiadou, S., Theodorak, N. (2014).The development of loyalty among novice and experienced customers of sport and fitness centers. Sport management review. Vol, 17, pp. 419-431. [DOI:10.1016/j.smr.2014.02.001]
29. Bitner, M.J. (2005), "Evaluating services encounters the effects of physical surroundings and employee responses", Journal of Marketing, Vol, 54, pp. 69-82. [DOI:10.1177/002224299005400206]
30. Kim, Yu, Kyoum., Trail, G. (2011). A conceptual framework for understanding relationships between sport consumers and sport organizations: A relationship quality approach, Journal of sport management, 25, 57-69. [DOI:10.1123/jsm.25.1.57]
31. Kim, Y., Trail,G., Jaeko, Y. (2010). The influence of Relationship quality on sport consumption behaviors: An empirical examination of the Relationship quality, 2010North American society for sport management conference.
| Rights and permissions | |
 | This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License. |
