List of Articles رفتار شهروندی مشتری

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  1 - Relationship between organizational citizenship behavior and customer citizenship behavior and its effect on the performance of Kohgiluyeh and Boyer-Ahmad Gas Company
  sajad mousaviabad
  The present study belongs to the category of exploratory-applied research. The statistical population of this research consists of employees and customers of Kohgiluyeh and Boyer-Ahmad Gas Company. The number of employees of Kohgiluyeh and Boyer-Ahmad Gas Company is 100 More

  The present study belongs to the category of exploratory-applied research. The statistical population of this research consists of employees and customers of Kohgiluyeh and Boyer-Ahmad Gas Company. The number of employees of Kohgiluyeh and Boyer-Ahmad Gas Company is 1000 people, which corresponds to each employee selected by one customer, and the number of samples was selected using Cochran's formula of 280 people. Preliminary information about the mentioned variables was collected in the field by three samples of a questionnaire, one with 16 questions for gas company employees and the other with 17 questions for customers, which was compiled based on the Likert scale and EFQM questionnaire to evaluate performance. The collected data in this study have been reviewed and analyzed using SPSS software. Findings indicate that there is a relationship between organizational citizenship behavior and customer citizenship behavior and these two behaviors affect the performance of Kohgiluyeh and Boyer-Ahmad Gas Company. Manuscript profile
• Open Access Article
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  2 - The Effect of Relationship Marketing On Customer Retention through Customer Engagement Considering Customer Citizenship Behavior
  Reza Pourmohammad morad rezaei dizgah
  In these years due to intense competition companies have forced to use tools and methods for enhancing their customer retention. There effective and common strategies for improving this issue. One of these significant and important strat More

  In these years due to intense competition companies have forced to use tools and methods for enhancing their customer retention. There effective and common strategies for improving this issue. One of these significant and important strategies is relationship marketing. This research accomplished in order to investigate the effect of relationship marketing on customer retention through customer engagement considering customer citizenship behavior within broiler manufacturers in province of guilan (north of Iran) . This is descriptive survey research based on data collecting. Statistical population were selected among consumers of broiler industry’s products by non-probability sampling method. Data collecting tool were questionnaire and sample size were 150. For testing reliability cronbach’s alpha test was used. For analyzing dates used Amos Graphic and SPSS. Results showed that trust and conflict handling as relation marketing elements have positive and significant effect on customer retention through customer engagement , and also results showed that customer citizenship behavior has no significant effect on relationship of customer engagement and customer retention. Manuscript profile