IMPROVEMENT OF SERVICE QUALITY: AN INVESTIGATION OF THE EFFECT OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR; CASE OF STUDY: PARS HOTEL

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DOAEI H.A.; MORTAZAVI S.; NOURI A.

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Journal: business managment perspective Year:2009 | Volume:8 | Issue:30 Page(s): 67-85

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Title

IMPROVEMENT OF SERVICE QUALITY: AN INVESTIGATION OF THE EFFECT OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR; CASE OF STUDY: PARS HOTEL

Author(s)

DOAEI H.A. | MORTAZAVI S. | NOURI A. | Issue Writer Certificate

Keywords

ORGANIZATIONAL CITIZENSHIP BEHAVIORQ2

SERVICE QUALITYQ2

STRUCTURAL EQUATION MODELINGQ2

Abstract

The service sector has an important contribution in economic growth. This has led us to consider the improvement of the level of SERVICE QUALITY especially in the hotel industry. On of the best ways to get to the excellent SERVICE QUALITY is to perceive the front line employees behaviors in interaction with customers. The purpose of this study is to investigate the direct effect of ORGANIZATIONAL CITIZENSHIP BEHAVIOR on SERVICE QUALITY at hotel Pars in Mashhad. STRUCTURAL EQUATION MODELING is applied to survey the data of hotel’s personnel and it’s customers. The results do not support the direct effect of ORGANIZATIONAL CITIZENSHIP BEHAVIOR and it’s dimensions on the SERVICE QUALITY.

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APA: Copy

DOAEI, H.A., MORTAZAVI, S., & NOURI, A.. (2009). IMPROVEMENT OF SERVICE QUALITY: AN INVESTIGATION OF THE EFFECT OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR; CASE OF STUDY: PARS HOTEL. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), 8(30), 67-85. SID. https://sid.ir/paper/115592/en

Vancouver: Copy

DOAEI H.A., MORTAZAVI S., NOURI A.. IMPROVEMENT OF SERVICE QUALITY: AN INVESTIGATION OF THE EFFECT OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR; CASE OF STUDY: PARS HOTEL. JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE)[Internet]. 2009;8(30):67-85. Available from: https://sid.ir/paper/115592/en

IEEE: Copy

H.A. DOAEI, S. MORTAZAVI, and A. NOURI, “IMPROVEMENT OF SERVICE QUALITY: AN INVESTIGATION OF THE EFFECT OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR; CASE OF STUDY: PARS HOTEL,” JOURNAL OF BUSINESS MANAGEMENT PERSPECTIVE (MANAGEMENT PERSPECTIVE), vol. 8, no. 30, pp. 67–85, 2009, [Online]. Available: https://sid.ir/paper/115592/en

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