نوع مقاله : مقاله پژوهشی (کمی)
نویسندگان
1 کارشناسی ارشد ،گروه مدیریت دولتی،دانشگاه پیام نور، کرمان،ایران
2 استادیار، گروه مدیریت دولتی، دانشگاه پیام نور، تهران،ایران
چکیده
کلیدواژهها
عنوان مقاله [English]
نویسندگان [English]
The purpose of this study was to investigate the relationship between employee empowerment and customer relationship management with the mediating role of organizational citizenship behavior in the branches of Bank Melli Kerman. This research is descriptive-correlational in nature and method and practical in terms of purpose. The statistical population of this research is all the employees of the above mentioned bank branches, whose number has increased to 228 people in 1400. Due to the limited statistical population, all its members have been selected as a sample and studied by census. Data collection tools were three questionnaires (Employee Empowerment Questionnaire, Watton & Cameron Standard Questionnaire (1998), Organizational Citizenship Behavior Questionnaire, Oregon Questionnaire (1998), Customer Relationship Management Questionnaire, Sean et al. (2005) Data Analysis. Using structural equations and Lisrel software, the research findings indicate that: There is a positive and significant relationship between employee empowerment and customer relationship management with the mediating role of organizational citizenship behavior. The organization has capable employees, the rate of citizen behavior and customer relationship management increases.
کلیدواژهها [English]
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