The Role of Organizational Leadership in Customer Loyalty through Managing Conflict between Employees and Customers
- سال انتشار: 1398
- محل انتشار: مجله بین المللی رهبری سازمانی، دوره: 8، شماره: 3
- کد COI اختصاصی: JR_IJOL-8-3_001
- زبان مقاله: انگلیسی
- تعداد مشاهده: 46
نویسندگان
Islamic Azad University, Qeshm International Branch, Qeshm, Iran
Allameh Tabatabai University, Faculty of Management, Tehran, Iran
Islamic Azad University, Central Tehran Branch, Department of Management, Tehran, Iran
Hormozgan University of Medical Sciences, Department of Social Medicine, Bandar Abbas, Iran
چکیده
The trends in the business world such as the transition to a service-based economy and the development of ICTs have significantly increased the importance of relationship-based loyalty for firms. In line with these changes, a long-term relationship with the customer has become a vital strategy in banking industry. The purpose of this paper is to show the role of organizational leadership in customer loyalty by examining the association between managing conflict, relationship quality and customer loyalty in banking services. In this respect, Agriculture bank of Iran was selected as the target population of the suggested theoretical model of this study and ۴۱۷ customers of the bank have participated as the statistical samples to achieve the goals of this paper. Samples were selected using simple random sampling and research hypotheses were tested using structural modeling technique and AMOS software. The results showed that the managing conflict has an indirect and positive effect on customer loyalty through relationship quality. Furthermore, the managing conflict had a direct and positive effect on Trust, commitment, and customer satisfaction. In addition, an increase in trust, commitment and customer satisfaction with the bank led to increases in customer loyalty. Findings revealed that the organizational leadership by managing conflict between employees and customers can improve the quality of the customer-company relationship and lead to customer loyalty.کلیدواژه ها
Conflict management, Trust, Commitment, Customer satisfaction, Customer loyaltyاطلاعات بیشتر در مورد COI
COI مخفف عبارت CIVILICA Object Identifier به معنی شناسه سیویلیکا برای اسناد است. COI کدی است که مطابق محل انتشار، به مقالات کنفرانسها و ژورنالهای داخل کشور به هنگام نمایه سازی بر روی پایگاه استنادی سیویلیکا اختصاص می یابد.
کد COI به مفهوم کد ملی اسناد نمایه شده در سیویلیکا است و کدی یکتا و ثابت است و به همین دلیل همواره قابلیت استناد و پیگیری دارد.