سال انتشار: ۱۳۸۷

محل انتشار: اولین کنفرانس ملی مدیریت رفتار شهروندی سازمانی

تعداد صفحات: ۱۱

نویسنده(ها):

Babak Abdolzadeh Fakhr – University of Tehran, Kish International Campus

چکیده:

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.