ارتقا سطح كيفيت خدمات: بررسي تاثير رفتار شهروندي سازماني (مورد مطالعه:هتل پارس مشهد)

Improvement of Service Quality: An Investigation of the Effect of Organizational Citizenship Behavior; Case of Study: Pars Hotel of Mashhad

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 ʹbehaviors 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 hotelʹs personnel and itʹs customers. The results do not support the direct effect of organizational citizenship behavior and itʹs dimensions on the service quality.