سید جوادین, سیدرضا, فیاضی, مرجان, بلوچی, حسین. (1394). بررسی تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائه شده به مشتریان توسط کارکنان باجه با میانجی‌گری تعهد سازمانی. فصلنامه علمی-پژوهشی مدیریت دولتی, 7(2), 277-302. doi: 10.22059/jipa.2015.52326
سیدرضا سید جوادین; مرجان فیاضی; حسین بلوچی. "بررسی تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائه شده به مشتریان توسط کارکنان باجه با میانجی‌گری تعهد سازمانی". فصلنامه علمی-پژوهشی مدیریت دولتی, 7, 2, 1394, 277-302. doi: 10.22059/jipa.2015.52326
سید جوادین, سیدرضا, فیاضی, مرجان, بلوچی, حسین. (1394). 'بررسی تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائه شده به مشتریان توسط کارکنان باجه با میانجی‌گری تعهد سازمانی', فصلنامه علمی-پژوهشی مدیریت دولتی, 7(2), pp. 277-302. doi: 10.22059/jipa.2015.52326
سید جوادین, سیدرضا, فیاضی, مرجان, بلوچی, حسین. بررسی تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائه شده به مشتریان توسط کارکنان باجه با میانجی‌گری تعهد سازمانی. فصلنامه علمی-پژوهشی مدیریت دولتی, 1394; 7(2): 277-302. doi: 10.22059/jipa.2015.52326
1استاد گروه بازرگانی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایران
2استادیار گروه منابع انسانی، دانشکدۀ مدیریت دانشگاه تهران، تهران، ایران
3دانشجوی دکتری مدیریت بازاریابی بین الملل، دانشگاه سمنان، سمنان، ایران
چکیده
هدف پژوهش حاضر ارائۀ راهکارهای کاربردی بهمنظور بهبود کیفیت خدمات به مشتریانِ کارکنان باجه، بر اساس سرمایۀ روان‌شناختی و تعهد سازمانی است. پژوهش پیش رو از لحاظ هدف کاربردی است و از نظر روش، توصیفی ـ همبستگی شمرده میشود. در این پژوهش ابتدا مدل نظری و فرضیههای بین متغیرها توسعه داده شد. سپس به‌کمک مدل معادلات ساختاری، فرضیههای پژوهش بررسی شدند. جامعۀ آماری، کارکنان باجۀ بانک انصار شهر تهران است. بدین منظور نمونه‌ای برابر با 320 نفر بر اساس جدول مورگان و با بهرهمندی از روش نمونهگیری تصادفی بهدست آمد. دادهها از طریق پرسشنامه جمعآوری شد و پس از آن به سنجش پایایی و روایی ابزار پژوهش به‌کمک آلفای کرونباخ و روایی همگرا و واگرا پرداخته شد. نتایج بهدستآمده از این پژوهش نشان داد، سرمایۀ روان‌شناختی بر کیفیت خدمات ارائهشده به مشتریان تأثیر مثبت دارد. همچنین نقش میانجی‌گری تعهد سازمانی در تأثیر سرمایۀ روان‌شناختی بر کیفیت خدمات ارائهشده به مشتریان، به تأیید رسید.
The effect of psychological capital on the quality of the offered services to the clients by the counter staffs with organizational commitment meditation
نویسندگان [English]
Seyyd Reza Seyyed Javadein1؛ Marjan Fayyazi2؛ Hosein Balochi3
1Prof., Business Marketing Group, Faculty of Management, University of Tehran, Tehran, Iran
2Assistant Prof., Business Marketing Group, Faculty of Management, University of Tehran, Tehran, Iran
3Ph.D. Student in International Marketing Management, Faculty of Management and Economic, University of Semnan, Semnan, Iran
چکیده [English]
The current study aims to examine the impact of psychological capital and organizational commitment on the quality of the offered services to the clients by the counter staffs of Ansar bank. In this research, the theoretical model and the theories between the variables were first developed and structural equation was used to examine research theories. Ansar bank counter staffs of Tehran city are the statistical population. Therefore, for this research, 320 persons are picked based on the Morgan table using random sampling. A questionnaire was used to collect the data, the reliability and validity of which are assessed by Cronbach's alpha and confirmatory factor analysis. This conceptual model was examined using structural part called path analysis and structural equation modeling. The results showed the positive influence of psychological capital on the quality of offered services to the clients.
Akbari, M., Shakiba, H., Ziaee, M. S., Marzban, S M. & Razi, S. (2013). Relation between organizational Health and Organizational Entrepreneurship: The Case of University of Tehran. Journal of public Administration. 5 (13): 1-20. (in Persian)
Akhtar, S., Ghayas, S. & Adil, A. (2012). Self- efficiency and optimism as predictors of organizational commitment among bank employee, international journal of psychology, 2(2): 33-42.
Asadi, A., Fayyzi, M. & Hasangholipour Yasory, T. (2014). Organizational Parameters Affecting Work-Life Balance Employees of an Automotive Parts' Manufacturer, Journal of public Administration, 6(2): 209-226. (in Persian)
Avey, J. B., Patera, J. L. & West, B. J. (2006). The Implications of Positive Psychological Capital on Employee Absenteeism. Journal of Leadership & amp; Organizational Studies, 13 (2):42-60.
Avey, J. B., Wernising, T. S. & Luthans, F. (2009). Can positive employees help positive organizational change? Impact of psychological capital and emotions on relevant attitudes and behaviors. Journal of Applied Behavioral Science, 44 (1): 48-70.
Bandura, A. (1986). Social foundations of thought and action. Englewood Cliffs, NJ: Prentice-Hall.
Conference's top companies. (2014). Sixteenth year ratingsIMI-100. Iran's top 500 companies (Based on fiscal year 2013). http://imi100.imi.ir/SitePages/ Home. aspx.
Cordes, C. L. & Dougherty, T. W. (1993). A review and an integration of research on job burnout. Academy of Management Review, 18(4): 621–656.
Dargy, P. (2007). Issues management, marketing and market outlook. Tehran: Rasa. (in Persian)
Fayyzi, M., Simar - asl, N. & Kaveh. M. (2010). Positive psychology in leadership and management of the organization. National Conference leadership and management challenges in Iranian organizations, Iran, Isfahan, Azad University Research, Thursday, July 15, 2010 (in Persian).
Ghelich Lee, B. (2008). The dissertation examines the impact of organizational culture on organizational commitment. Thesis. Qom, Tehran University campus. (in Persian)
Hair, J. F., Anderson, R. E., Tatham, R. L. & Black, W C. (1998). Multivariate Data Analysis. fifth ed. Prentice Hall, Englewood Cliffs, NJ.
Handlon, R. L. (2009). The departure of the insurance agent: The Impact organizational commitment, organizational justice, and job satisfaction have on Intent to leave in the insurance industry. Dissertation presented in partial fulfillment of the requirements for the degree doctor of philosophy, Capella university.
Hedar Hosseiny, S. H. & Sohrabi, A. A. (2013). A survey on the service quality of Parsian Bank in Hamedan Province, Journal of public Administration, 5(3): 23-42. (in Persian)
Hinds, P. S. (2004). The hopes and wishes of adolescents with cancer and the nursing care that helps. Oncology Nursing Forum, 31 (5): 927-34.
Johnson, J.L. & O’Leary-Kelly, A.M. (2003). The effects of psychological contract breach and organizational cynicism: not all social exchange violations are created equal. Journal of Organizational Behavior, 24(5): 627-647.
Kar, A. (2006). Positive psychology science of human happiness and strength chosen. Translation Pasha Sharifi, H., Tehran: Sokhan. (in Persian)
Kotler, P. & Gary, A. (2000). Marketing management, Prentice Hall, USA.
Khaki, Gh. (2000). the approach to the dissertation research, publications reflect. Tehran.
Larson, M. & Luthans, F. (2006). Potential added value of psychological capital in predicting work attitudes. Journal of Leadership and Organizational Studies, 13 (1):45-62.
Luthans, F. Avey, J. B. Avolio, B. J. & Peterson, S J. (2010). The development and resulting performance impact of positive psychological capital. Human Resource Development Quar terly, (21): 41-46.
Luthans, F., Avolio, B.J., Avey, J.B. & Norman, S.M. (2007). Positive psychological capital of Chinese workers: Exploring the relationship with performance. Management and Organization Review, (60):541-572.
Luthans, F., Luthans, F., Avolio, B.J., Walumbwa, F.O. & Li, W. (2005). The psychological capital of Chinese workers: Exploring the relationship with performance. Management and Organization Review, (1): 247-269.
Luthans, F., Youssef, C. & Avolio, B.J. (2007). Psychological Capital: Developing the human competitive edge, Oxford University Press.
McDougall, G. H. G. & Levesque, T. (2000). Customer satisfaction with services: putting perceived value into the equation. Journal of Services Marketing, 14 (5): 392–410.
Meyer, J. P. & Allen, N. J. (1984). Testing the “side-bet theory” of organizational commitment: Some methodological considerations. Journal of Applied Psychology, 69 (3): 372-378.
Mowday, R. T., Steers, R. M. & Porter, L. M. (1979). The measurement of organizational commitment, Journal of Vocational Behavior, (14): 224–247.
Neo, R., Hollenbeck, J., Gerhart, B., & Wright, p. (2009). Fundemental of human resource Management. Third edition. McGraw-Hill.
Ogunnaike, O. O. (2011). Assessing the Effect of Organizational Commitment on Service Quality; a Study of Customer-Contact Employee. The GlobalJournal of Management and Business Research, 11(2): 95-112.
Page, L. F. & Donohue, R. (2004). Positive psychological capital: A Preliminary exploration of the construct. Working Paper, Monash University, Department of Management performance. Personnel Psychology, 60 (1): 541-572.
Parasuraman, V. A., Zetihamel, L. L. & Berry, A. (1985). conceptual model of service quality and Its Implications for future research. Journal of marketing, 49(4):41-50.
Rahnamie Roodposhti, F. & Mohammadzade, N.A. (2009). Human Resource Development: A Case Study of belonging andcommitmentandcompetitivenessAuthor. Tehran: Department of Industrial Management. (in Persian)
Saroghi, A. (1985). Commitment to the organization and its relationship with turnover intentions. Journal of Public Administration, (35): 65-73. (in Persian)
Somers, M. J. (1995) Organizatinal Commitment, Turnover, and Absenteeism, Journal of Organizational Behavior, 16 (1): 49-58.
Shahnawaz, G. S., & Jafri, H. S. (2009). Psychological capital as predictors of organizational commitment and organizational citizenship behavior. Journal of the Indian Academy of Applied Psychology, 35: 78-84.
Stowart, G. L. & Brown, K. J. (2012). Human Resource Management: Strategy and action links. Translator: Aarabi & Fayyazi. Tehran: Mahkameh. (in Persian)
Toshoff, C. & Tait, M. (1996). Quality perception in the financial service sector, The Potential Impact of Internal Marketing, International Journal of Service Industry management. 7 (2): 5-31.
Tread Way, D. C., Hochwarter, W. A., Ferris, G. R., Kalmar, C. J., Douglas, C., Ammeter, A. P. & Buckley, M. R. (2004). Leader political skill and employee reactions. Leadership Quarterly, (15): 493-451.
Wilkerson, J. Evans, W. & Davis, W. (2008). A test of coworkers' influence on organizational cynicism, badmouthing, and organizational citizenship behavior. Journal of Applied Social Psychology. 38 (9): 2273–2292.
Youssef, C. M. & Luthans, F. (2007). Positive Organizational Behavior in the Workplace: The Impact of Hope, Optimism, and Resilience. Management Department Faculty Publications. 3(5): 774-800.
ابتدای صفحه