The survey of the effect of Workplace Spiritually on Service Quality with emphasize on Organizational Citizenship behavior
Subject Areas :
1
,
2
,
Ali shariat nejad
3
1 -
2 -
3 -
Keywords: Workplace Spiritually, Service Quality, Organizational Citizenship behavior,
Abstract :
The aim of this article was the effect of Workplace Spiritually on Service Quality with emphasize on Organizational Citizenship behavior. The research objective was applied and the research type was analytical survey. The statistical population was made up of over of 280 employee who work in Imam Khomeini organization. People the sample size was 162 people which were obtained using random sampling - stratification. The validity of questionnaire was proved using content validity method and their reliability using Cronbach's alpha. In this article to test hypothesis and conceptual model structural equation approach and Amos 18 software were used. The result show that Workplace Spiritually have significant effect on service quality and Organizational citizenship behavior. Also the result show that Organizational citizenship behavior have significant effect on service quality.
خنیفر، حسین، شجاعی، سامره، (1392)، معنویت در سازمان ،کرمان، جهاد دانشگاهی کرمان، ص 43.
طالقانی، محمد، (1390)، تاثير كيفيت خدمات بر وفاداري و نقش ميانجي رضايتمندي مشتري در صنعت بانكداريماهنامه مهندسی مدیریت، سال چهارم، شماره 41 ، ص 4.
حقیقی، محمد، مقیمی، سید محمد،کیماسی، مسعود ، (1382)، وفاداری خدمت: اثرات. کیفیت خدمات و نقش میانجی رضایت. مندی مشتری فصلنامه دانش مدیریت سال پنجم، شماره 64، ص 7.
پویا، علیرضا، بذرگری، ملیحه، (1392)، تأثير رفتار شهروندي سازمان بر موفقيت نظام هاي اطلاعاتي برنامه ريزي، فصلنامه علوم و فناوری اطلاعات، دوره 29، شماره 9، ص 406.
زینامل، والری، پاراسومان، آکرمان، (1387)، کیفیت خدمات، ترجمه کامبیز حیدر زاده و علی حاجیها، تهران، انتشارات کسا کاوش، چاپ اول. ص 37 و 38.
نور علیزاده، رحمان، مهرعلیزاده، نورالله، تقی پور، علی، (1391)، طراحی مدلی برای معنویت در کار، نشریه علوم تربیتی دانشگاه اهواز، سال دوم، شماره اول، ص 107-130.
خورشیدی، غلامحسین، نقاش، آرش، محمدیان، میلاد، (1393)، ارزیابی و تحلیل شکاف کیفیت خدمات در بانک کشاورزی، فصلنامه پژوهش های اقتصادی، سال چهاردهم، شماره اول، ص 151-168.
Ashmos, D., and Duchon, D. (2000), Spirituality at work, Journal of Management Inquiry, 9(2), 134-145.
Allen, N, (2007), Organizational commitment, Encyclopedia of industrial and organizational psychology,29(2), 548-551.
Bosch, L. (2009), The inevitable role of spirituality in the workplace. Business Intelligence Journal, 2(1), 139 – 157.
Beekun, R. I. & Westerman,J. W. (2012), Spirituality and national culture as antecedents to ethical decisionmaking:a comparison between the United States and Norway. Journal of Business Ethics, 110(1), 33-44.
Comeau, (2005) Building Organizational citizenship, Management Decision, 37(9),678.
Chen, X, P., Hui, C. And Sego, D. J. (1998), The role of organizational citizenship behavior in turnover: Conceptualization and preliminary tests of key hypotheses. Journal of Applied Psychology, 58(4):922–931.
Castro,C.B.,Armario,E.M., and Ruiz,D.M.(2004), The influence of employee organizational citizenship behavior on customer loyalty, International Journal Of Service Industry Management, 15(1):27.
Gibbons, P. (1999). Spirituality at work: a pre-theoretical overview. MSC. thesis-Birnbeck callege. University of London.
Graber, D.r. (2001), Spirituality and healthcare organizations. Journal of Healthcare Management, 46(1):39-50.
Hinnells, J. R. (1995), A new dictionary of religions. Oxford: Blackwell.
Javanmard, H. (2012), The impact of spirituality on work performance Indian”. Journal of Science and Technology, 5(1), 1961-1966.
Krishnakumar, S. and Neck, C.P. (2002), The “what”, “why” and “how” of spirituality in the workplace. Journal of Managerial Psychology, 17(3):153-164.
Kinjerski, V., and Skrypnek, B. J. (2006), Measuring the intangible: development of the spirit at work scale. Atlanta, GA: the Sixty-fifth annual meeting of the academy of management.
Kwantes,C.T.(2003), Organizational citizenship and withdrawal behaviors in usa and india ,International Journal Of Cross Cultural Management, 3(1):5.
Lee,M.C, Hwan.I.S.(2005), Relationship Among Sevcice Quality, Customer Satisfaction and Profitability in the Taiwanese Banking Industry", International Journal of Management,22(4), pp635-648.
MacCain,S.L.,Jang,S.S., and Hu,C.(2005), Service quality gap analysis toward customer loyalty: practical guidelines for casino hotels,Hospitality Management, 24(1):465.
MacKenzie, S. B., Podsakoff, P. M. and Fetter, R., (1993), The impact of organizational citizenship behavior on evaluations of sales performance, Journal of Marketing, 57(2):70–80.
Menton, J.K. (1997), Srimad Bhagavad Gita, Devi Book Stall, second edition Kodungallor, India.
Myers, J. E. (1990). Wellness throughout the lifespan, Hospitality Management, .24(4),465.
Naylor, T.H., Willimon, W.H. and Osterberg, R, (1996), The search for meaning in the workplace, Abington Press, Nashville, TN.
Noor, S. & Arif, S. (2011), Achieving Job Satisfaction VIA Workplace Spirituality: Pakistani Doctors in Focus”. European Journal of Social Sciences, 19(4), 507-515.
Organ, D,W, (1988), Organizational citizenship behavior: The good soldier syndrome. Lexington, MA: Lexington Books.
Podsakoff, P. M., MacKenzie, S, B., Paine, J, B. and Bachrach, D, G. (2000), Organizational citizenship behaviors: A critical review of the theoretical and empirical literature and suggestions for future research. Journal of Management, 26(3):513–563.
Podsakoff, P.M., MacKenzie, S.B., Moorman, R.H, and Fetter, R. (1990), Transformational leader behaviors and their effects on followers’ trust in leader, satisfaction, and organizational citizenship behavior. Leadership Quarterly, 22(5):107-42.
Parasuraman, A., Zeithaml, V. A, and Berry, L. L. (1988), SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing,64(1):12–40.
Stewart, C. S, (2002), Soul time, Potentials, 35(9), 92-96.
Wong, A, and Sohal, A, (2003), Service quality and customer loyalty perspectives on two levels of retail relationships, Journal of Service Marketing 17(5):495-513.
Yousef, D. (2000), Organizational commitment as a mediator of relationship between Islamic work ethic and attitude toward organizational change., Human Relations53(4):513-537.
Zaidman, N, Goldstein, Gidoni, O, and Nehemya, (2011), Spirituality as a discarded form of organizational wisdom, Group & Organization Management, 36(5), 630-633.
Zeithaml, V.A. (1988). Consumers’ perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52(1):2-22.
