Relationship between Ethical Intelligence and Service Quality: Mediator Role of Organizational Commitment

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GHAFOURIAN SHAGERDI AMIR; ARABSHAHI MASOOMEH; ghayour seyed morteza; Pourang Ali; rajabzadeh mahmoud

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Journal: Ethics in Science and Technology Year:2019 | Volume:13 | Issue:4 Page(s): 86-94

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Title

Relationship between Ethical Intelligence and Service Quality: Mediator Role of Organizational Commitment

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Keywords

Moral intelligenceQ1

Service qualityQ1

Organizational commitmentQ1

Abstract

Background: Quality is a critical factor for organizations in order to maintain their competitive position in complex environments, and improving the Service quality is the first step for achieving competitiveness in enterprises. Hence, this study tries to investigate the effect of Moral intelligence on Service quality with the mediating role of commitment in Telecommunication Company of Mashhad. Method: This study is applicable in terms of goal and descriptive-correlation research in terms of data collection. The study population comprises of 236 employees of Telecommunication Company of Mashhad and 146 employees were chosen with proportional sampling. Data were collected using three questionnaires include Moral intelligence, Organizational commitment and quality of services provided. In this study, Pearson correlation, confirmatory factor analysis and structural equation modeling analysis were used for data analysis and hypothesis testing method partial least squares (PLS) through software Smart PLS. Results: Among Moral intelligence components, generosity impact on the quality of the services was not confirmed. Finally, it was found that the dimensions of Organizational commitment, affective commitment, continuous commitment and normative mediates the relationship between Moral intelligence and Service quality. Conclusion: Moral intelligence has significant positive impact-directly and indirectly-on quality of services provided with the mediating role of Organizational commitment.

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APA: Copy

GHAFOURIAN SHAGERDI, AMIR, ARABSHAHI, MASOOMEH, ghayour, seyed morteza, Pourang, Ali, & rajabzadeh, mahmoud. (2019). Relationship between Ethical Intelligence and Service Quality: Mediator Role of Organizational Commitment. ETHICS IN SCIENCE & TECHNOLOGY, 13(4 ), 86-94. SID. https://sid.ir/paper/122745/en

Vancouver: Copy

GHAFOURIAN SHAGERDI AMIR, ARABSHAHI MASOOMEH, ghayour seyed morteza, Pourang Ali, rajabzadeh mahmoud. Relationship between Ethical Intelligence and Service Quality: Mediator Role of Organizational Commitment. ETHICS IN SCIENCE & TECHNOLOGY[Internet]. 2019;13(4 ):86-94. Available from: https://sid.ir/paper/122745/en

IEEE: Copy

AMIR GHAFOURIAN SHAGERDI, MASOOMEH ARABSHAHI, seyed morteza ghayour, Ali Pourang, and mahmoud rajabzadeh, “Relationship between Ethical Intelligence and Service Quality: Mediator Role of Organizational Commitment,” ETHICS IN SCIENCE & TECHNOLOGY, vol. 13, no. 4 , pp. 86–94, 2019, [Online]. Available: https://sid.ir/paper/122745/en

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