Saeed Rezazadeh - Department of Management, University of Tehran, December ۲۰۰۸MS Students of Industrial Management of University of Tehran
Mohammad Bager Mostafalu - MS Students of Industrial Management of University of Tehran

This study proposes a model of customer-contact service employee management that examines organizational citizenship behaviors as critical links between aspects of the employee-organization relationship and customers’ perceptions of service quality. Also it examines the organizational factors that affect OCB

Perceived organizational support; Organizational identification; Trust in manager; Job satisfaction; Contact employee, Organizational citizenship behaviors; Service quality;