An Investigation into the Relationship of Organizational Citizenship Behavior and Customer Citizenship Behavior andits Effect on Performance: the Case of Bank Saderat Isfahan

Achieving organizational goals is not possible without the cooperation andparticipation of the people employed in the organization. Therefore, through acomprehensive understanding of the predictable, unpredictable, voluntary andinvoluntary behavior of the organization’s personnel as well as enjoying the artand science of management, the organization should be helped to achieve theperformance-based objectives. In this regard, one of the most important aspects ofhuman resources in organizations and companies is special behaviors such as(organizational-customer) citizenship behaviors. Considering the need to maintainthe competitive advantage of Bank Saderat Iran inside and outside the country, thepresent study aimed to examine the relationship between organizationalcitizenship behavior and customer citizenship behavior and its effect on theperformance of bank Saderat, Isfahan city branch. The exploratory-appliedresearch method was adopted. The population of the study included the staff andcustomers of Bank Saderat Isfahan. SPSS was used for data analysis. The findingssuggested that there is a relationship between organizational citizenship behaviorand customer citizenship behavior and the two behaviors have an effect on theperformance of Bank Saderat Isfahan.

کلیدواژه ها:

organizational citizenship behavior ، customer citizenship behavior ، organizational performance