Metrika

  • citati u SCIndeksu: [2]
  • citati u CrossRef-u:[2]
  • citati u Google Scholaru:[]
  • posete u poslednjih 30 dana:2
  • preuzimanja u poslednjih 30 dana:2

Sadržaj

članak: 9 od 39  
Back povratak na rezultate
2018, vol. 49, br. 1, str. 19-29
Uticaj ponašanja zaposlenih na percipirani kvalitet usluge
aUniverzitet u Nišu, Ekonomski fakultet
bUniverzitet u Novom Sadu, Ekonomski fakultet, Subotica

e-adresasuzana.djukic@eknfak.ni.ac.rs, biljana.djordjevic@eknfak.ni.ac.rs, berber@ef.uns.ac.rs
Projekat:
Unapređenje konkurentnosti javnog i privatnog sektora umrežavanjem kompetencija u procesu evropskih integracija Srbije (MPNTR - 179066)

Ključne reči: zaposleni; organizaciono građansko ponašanje; kvalitet usluge; zadovoljstvo klijenata
Sažetak
Zadovoljstvo pruženom uslugom osnovni je preduslov lojalnosti klijenata, tj. njihovog zadržavanja od strane organizacije koja je pružila uslugu. Međutim, za ukupnu percepciju kvaliteta usluge od strane klijenata i njihovo zadovoljstvo istom, veliki značaj ima sadržaj usluge koja je pružena, ali i način na koji je ona pružena. Ovo drugo u prvi plan stavlja zaposlene koji se nalaze u neposrednom kontaktu sa klijentima i od čije će ljubaznosti, predusretljivosti i empatije zavisiti i nivo njihovog zadovoljstva. Cilj ovog rada je da se ispita uticaj tzv. organizacionog građanskog ponašanja (engl. organizational citizenship behavior) zaposlenih na zadovoljstvo klijenata uslugom. Reč je obliku ponašanja gde zaposleni na svom radnom mestu pružaju više nego što se od njih očekuje za šta, najčešće, nisu posebno ni nagrađivani. Istraživanja u radu zasnovana su na analizi dostupne literature iz oblasti kvaliteta usluge, satisfakcije klijenata i organizacinog građanskog ponašanja (OGP) zaposlenih, kao i studiju slučaja. U okviru studije slučaja ispitivani su stavovi zaposlenih u nekoliko filijala jedne banke u Republici Srbiji u pogledu ispoljavanja različitih dimenzija OGP, kao i uticaj ovog oblika ponašanja zaposlenih na zadovoljstvo klijenata uslugom.
Reference
Anderson, J.C., Gerbing, D.W. (1988) Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3): 411-423
Bienstock, C.C., DeMoranville, C.W., Smith, R.K. (2003) Organizational citizenship behavior and service quality. Journal of Services Marketing, 17(4): 357-378
Bies, R.J., Moag, J.F. (1986) Interactional justice: Communication criteria of fairness. Research on Negotiations in Organizations, 1 (1); 43-55
Caruna, A. (2000) Money, A. Berthon, P. R. Service Quality and Satisfaction: The Moderating Role of Value. European Journal of Marketing, 34 (11/12): 1338-1352
Cheung, M.F.Y. (2013) The mediating role of perceived organizational support in the effects of interpersonal and informational justice on organizational citizenship behaviors. Leadership & Organization Development Journal, 34(6): 551-572
Duffy, J.A., Lilly, J. (2013) Do individual needs moderate the relationships between organizational citizenship behavior, organizational trust and perceived organizational support?. Journal of Behavioral & Applied Management, 14 (3); 185-197
Đorđević, B. (2013) Organizaciono građansko ponašanje zaposlenih kao faktor kvaliteta usluga. u: Papić Lj. [ur.] Upravljanje kvalitetom i pouzdanošću - ICDQM, Prijevor: Istraživački centar za upravljanje kvalitetom i pouzdanošću, str. 113-118
Đukić, S. (2010) Zaposleni kao limitirajući faktor ostvarenja superiornih marketing performansi. u: XII Međunarodni simpozijum: 'Organizational Sciences and Knowledge Management', SymOrg, Zlatibor, 09-12 jun, Beograd: Fakultet organizacionih nauka, rad na CD-u
Đukić, S., Kijevčanin, V. (2012) Service quality as determinant of customer satisfaction. Facta universitatis - series: Economics and Organization, vol. 9, br. 3, str. 311-325
Eisenberger, R., Huntington, R., Hutchison, S., i dr. (1986) Perceived organizational support. Journal of Applied Psychology, 71(3): 500
Graham, J.W. (1991) An essay on organizational citizenship behavior. Employee Responsibilities and Rights Journal, 4(4): 249-270
Greenberg, J. (1987) A Taxonomy of Organizational Justice Theories. Academy of Management Review, 12(1): 9-22
Hartline, M.D., Ferrell, O. C. (1996) The Management of Customer-Contact Service Employees: An Empirical Investigation. Journal of Marketing, 60(4): 52-70
Homans, G. (1961) Social behavior: Its elementary forms. New York: Harcourt Brace & World
Jain, S.K., Gupta, G. (2004) Measuring Service Quality: Servqual vs. Servperf Scales. Vikalpa, 29(2): 25-38
Jebeli, M.J., Etebarian, A. (2015) Perceived Organizational Support and Organizational Citizenship Behavior. MAGNT Research Report, 3 (4); 153-158
Konovsky, M.A., Folger, R. (1991) The Effects of Procedures, Social Accounts, and Benefits Level on Victims' Layoff Reactions. Journal of Applied Social Psychology, 21(8): 630-650
Kotler, F., Armstrong, G. (1996) Principles of Marketing. New Jersey: Upper Saddle River
Lovelock, C.H. (2007) Services marketing: People, technology, strategy. Englewood Cliffs, NJ, itd: Prentice Hall
Mcdougall, G.H.G., Levesque, T. (2000) Customer satisfaction with services: Putting perceived value into the equation. Journal of Services Marketing, 14(5): 392-410
Miao, R.T. (2011) Perceived Organizational Support, Job Satisfaction, Task Performance and Organizational Citizenship Behavior in China. Institute of Behavioral and Applied Management, 12 (2); 105-127
Mills, A., Durepos, G., Wiebe, E. (2010) Qualitative Analysis in Case Study. u: Encyclopedia of Case Study Research, Thousand Oaks: SAGE Publications
Mills, A., Durepos, G., Wiebe, E. (2010) Case Study as a Methodological Approach. u: Encyclopedia of Case Study Research, Thousand Oaks: SAGE Publications
Moorman, R.H. (1991) Relationship between organizational justice and organizational citizenship behaviors: Do fairness perceptions influence employee citizenship?. Journal of Applied Psychology, 76(6): 845-855
Morgan, N.A., Piercy, N.F. (1992) Market-led quality. Industrial Marketing Management, 21(2): 111-118
Morrison, E.W. (1996) Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management, 35(4): 493-512
Niehoff, B. P., Moorman, R. H. (1993) Justice as a mediator of the relationship between methods of monitoring and organizational citizenship behavior. Academy of Management Journal, 36(3): 527-556
Oliver, L.R. (1997) Satisfaction: A behavioral perspective of the consumer. New York, itd: McGraw-Hill
Organ, D.W. (1988) Organizational citizenship behavior: The good soldier syndrome. Lexington, MA: Lexington Books
Podsakoff, P.M., MacKenzie, S.B. (1997) Impact of Organizational Citizenship Behavior on Organizational Performance: A Review and Suggestion for Future Research. Human Performance, 10(2): 133-151
Podsakoff, P.M., MacKenzie, S.B., Paine, J.B., Bachrach, D.G. (2000) Organizational Citizenship Behaviors: A Critical Review of the Theoretical and Empirical Literature and Suggestions for Future Research. Journal of Management, 26(3): 513-563
Pollack, B.L. (2008) The nature of the service quality and satisfaction relationship: Empirical evidence for the existence of satisfiers and dissatisfiers. Managing Service Quality, 18(6): 537-558
Robinson, S. L., Kraatz, M. S., Rousseau, D. M. (1994) Changing obligations and the psychological contract: a longitudinal study. Academy of Management Journal, 37(1): 137-152
Robinson, S.L. (1996) Trust and Breach of the Psychological Contract. Administrative Science Quarterly, 41(4): 574
Rousseau, D.M. (1989) Psychological and implied contracts in organizations. Employee Responsibilities and Rights Journal, vol. 2, str. 121-139
Sadiq, S. (2014) Relationship between Psychological Contract Violation, Supervisory Support, Psychological Contract Breach and Organizational Citizenship Behavior. IOSR Journal of Business and Management, 16(3): 48-53
Senić, R.V., Senić, V. (2008) Menadžment i marketing usluga. Kragujevac: Ekonomski fakultet
Stamatis, D.H. (2003) Six Sigma for Financial Professionals. New Jersey: John Wiley & Sons
Stanković, L., Đukić, S. (2009) Marketing. Niš: Ekonomski fakultet
van Maanen, J., Schein, E.H. (1979) Towards a theory of organizatinal socialization. Research in Organizational Behavior, 1, 209-264
Veljković, S. (2009) Marketing usluga. Beograd: CID Ekonomskog fakulteta
Yoon, M.H., Suh, J. (2003) Organizational citizenship behaviors and service quality as external effectiveness of contact employees. Journal of Business Research, 56(8): 597-611
Zeithaml, V.A., Bitner, M.J. (2003) Services Marketing: Integrating Customer Focus across the Firm. New York: McGraw-Hill
 

O članku

jezik rada: srpski
vrsta rada: originalan članak
DOI: 10.5937/markt1801019D
objavljen u SCIndeksu: 16.10.2018.
metod recenzije: dvostruko anoniman
Creative Commons License 4.0

Povezani članci