The effects of workplace spirituality and stress on organizational citizenship behavior and organizational anti- citizenship behavior and its relationship with customer loyalty and quality of service (case study Madaran hospital)

• Autores: Ali Gholipour Soleimani, Maghsoud Khosravi, Saleh Kashani
• Localización: QUID: Investigación, Ciencia y Tecnología, ISSN-e 2462-9006, ISSN 1692-343X, Nº. Extra 1, 2017, págs. 921-936
• Idioma: inglés
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• Resumen

  • This research was conducted to investigate the effects of spirituality in the workplace and occupational stress on organizational citizenship behavior and organizational anti-citizenship behaviors and their relationship with customer loyalty and quality of service in maternity hospital. The present study is a descriptive-correlational study. Survey method was used and the data gathering tool was a standard questionnaire for measuring each variable. The statistical population in this research consists of all staff (women and men) of the mothers' hospital (226 people) and all clients. The questionnaire was distributed among all nurses of the mothers' hospital through a census sampling method. However, 208 questionnaires were completed for reasons such as parental remarriage or lack of cooperation. In addition, 178 people were considered as a sample of customers using available (voluntary) sampling methods.The research findings were analyzed using SPSS software and Pearson's correlation and regression tests. According to the results of research in maternity hospital, there is a significant and negative relationship between work environment dilemma and occupational stress, there is a significant and positive relationship between the efficiency of work and organizational citizenship behavior, there is a significant and significant relationship between work and organizational citizenship behavior, there is a positive and significant relationship between occupational stress and organizational anti-citizenship behavior, there is a positive and significant relationship between organizational citizenship behavior and quality of service, there is a positive and significant relationship between organizational citizenship behavior and customers, there is a significant and incongruous relationship between human behavior and qualitative services and there is a significant and incongruous relationship between the organizational anti-citizenship behavior and the customers' self-esteem.