نوع مقاله : مقاله علمی پژوهشی
نویسندگان
1 استاد گروه مدیریت بازرگانی، دانشگاه ، ایران
2 مربی دانشگاه آزاد اسلامی، واحد تهران شمال، دانشجوی دکترای مدیریت بازرگانی، دانشکده مدیریت دانشگاه ، ایران
3 دکترای مدیریت منابع انسانی، دانشکده مدیریت دانشگاه ، ایران
چکیده
کلیدواژه‌ها
عنوان مقاله [English]
نویسندگان [English]
Nowadays employees in public service organizations have important roles in realizing the goals of organizations and particularly their service quality. One type of organizations in which service quality has very important role, are hospitals which are in contact with a large number of patients and their relatives. The previous researches have shown that organizations service quality is affected by particular behavior of employees called citizenship behaviors. By initiating the role and importance of citizenship behaviors in public service organizations, vast researches have been done on such behaviors and factors influential on them. Citizenship behaviors themselves are affected by many variables such as organizational justice, leadership style, organizational trust, organizational commitment and Etc. So, researchers have found a conceptual model for these factors to be influential on citizenship behaviors by reviewing the literature of the subject and put this model to exam in a public hospital via questionnaire. The method of doing this research was correlation - descriptive using SEM ( Structural Equation Modeling ) concept. In the end, some suggestions were offered in order to improve the effectiveness of factors influential on citizenship behaviors.
کلیدواژه‌ها [English]
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