بررسی اثر رفتارهای شهروندی سازمانی (OCB) به سوی مشتری مداری: یک مورد از خانه سالمندان

By entering the organizations into the service economy, the service quality is converted as a challengeable issue for management. Therefore, that the success of organizations in this economy definitely depends on having qualitative services and customer-oriented staffs. Recent researches have shown that one of the influential factors on service quality of organizations that creates the competitive advantage is citizenship behaviors in employees, especially employees who directly interact with customers. Regarding the importance of these, two factors (customer-orientation and organizational citizenship behavior), and the relationship between these variables is investigated in this paper based on survey in a nursing home in Tehran. The results of this research are demonstrating that the positive and significant relationship exists between the organizational citizenship behavior and customer-orientation. To evaluate these variables a questionnaire was designed and after ensuring the validity and reliability of measurement tools by confirmatory factor analysis (CFA) distributed among 87 nurses as sample in a nursing home. This method of research was a survey-correlation model and significantly based on the structural equations.