مشخصات پژوهش

عنوان	Consideration on Effects of Organizational Citizenship Behavior on Improvement of Electronic Customer Relationship Managements Through Website of Bank
نوع پژوهش	مقاله چاپ‌شده در مجلات علمی
کلیدواژه‌ها	Organizational citizenship behavior, Electronic customer relationship managements, Bank, Khoozestan Province.
چکیده	Recent paper aims to assess the effects of organizational citizenship behavior on improvement of electronic customer relationship managements through the website of banks around Khoozestan Province. For this purpose, 322 customers, 96 working staff, 8 private and governmental commercial banks and 40 technical experts in these banks were selected as statistical sample. This study is based on applicable target and is performed according to descriptive data collection measurement and correlation method. Questionnaire is used as a tool to gather data. Achieved data shows that organizational citizenship behavior generally improves electronic customer relationship managements. This relation has been considered through three levels of governmental, private and all banks. The effect of organizational citizenship behavior to improve electronic relationship management in private banks is more than governmental banks. The relation between organizational citizenship behaviors with operational aspect of electronic customer relationship managements is meaningful in both governmental and private banks, but it is not meaningful in two other aspects of electronic relationship management: collaborative aspect and analytical aspect of governmental banks.
پژوهشگران	فریدون احمدی (نفر سوم)، رضا شافعی (نفر دوم)، زینب شیخی (نفر اول)