The Impact of Reliable Leadership and Job crafting on Customer Orientation and Service Recovery Performance; Case Study of Sepah Bank of Khuzestan

The purpose of this study was to investigate the effect of reliable leadership and Job crafting on customer orientation and service recovery performance in Sepah Bank in Khuzestan province. The present research is practical in terms of purpose and is descriptive survey research in terms of research method. Research data using a standard integrated questionnaire to measure reliable leadership variable with ۱۶ items of standard questionnaire of Walumbwa et al. (۲۰۰۸), to measure customer-oriented performance variable with ۷ items of Dimitriadis standard questionnaire (۲۰۰۷) to measure performance variable Service retrieval with ۵ items of the standard questionnaire of Babakos et al. (۲۰۰۳) and to measure the variable of Job crafting with ۲۱ items of the standard questionnaire of Thames et al. (۲۰۱۲) were collected in the form of Likert scale. The statistical population of the study was ۶۰۵ employees of Sepah Bank in Khuzestan province, which according to Cochran's formula, ۲۳۵ people randomly formed the volume of the research sample. Cronbach's alpha of the numerical value of this coefficient for the standard questionnaire was generally ۰.۸۳۵. SPSS and AMOS statistical software were used for an inferential analysis of research data. The results showed that, given that the critical ratio is equal to ۴.۴۸۶, which is more than ۱.۹۶, reliable leadership has a positive effect on customer orientation; also, given that the critical ratio is ۲.۶۴۶, we conclude that reliable leadership has a positive effect on service recovery performance; given that the critical ratio is ۶.۱۵۸,

کلیدواژه ها:

Reliable Leadership ، Career Transformation ، customer orientation ، Service Recovery Performance