Keywords : Trust

The Role of Organizational Leadership in Customer Loyalty through Managing Conflict between Employees and Customers

Samad Aali; Abdulhamid Ibrahimi; Vahid Reza Mirabi; Shahram Zare

International Journal of Organizational Leadership, 2019, Volume 8, Issue 3, Pages 1-16
DOI: 10.33844/ijol.2020.60479

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 417 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.

The role of transformational leader in developing knowledge culture in public sector hospitals

Sobia Mahmood; Muhammad Arif Khattak

International Journal of Organizational Leadership, 2017, Volume 6, Issue 4, Pages 511-524
DOI: 10.33844/ijol.2017.60362

The study emphasizes on the role of transformational leader in developing a culture of knowledge sharing in public sector hospitals. Transformational leaders may become the source of inspiration and serve as role models for organizational members to share their valuable knowledge with others. The leaders are unable to develop an organizational culture where there is trust among organizational members to share their valued knowledge with each other. However, it is needed to know that whether a cause and effect relationship exists among transformational leader and knowledge sharing. The implication of the present study is the result of the dangerous nature of the problem that confronts not only some hospitals, but whole health sector and indeed countries as a whole. The present study helps in developing a trust based organizational culture where employees feel free to share their worthwhile knowledge. By sharing knowledge, the performance of the hospitals can also be enhanced and patient care becomes easier. 


Habib Ebrahimpour?; Ali Khaleghkhah?; Mohammad-Bagher Sepehri

International Journal of Organizational Leadership, 2012, Volume 1, Issue 1, Pages 1-12
DOI: 10.33844/ijol.2012.60228

Public trust is one of the social capita als that can lead to integration in social systems. Trust linnks the citizens to organizations and institutions whic ch are representing them and in this way it increases s a government’s legitimacy and effectiveness. In the e communications industry nothing is more important than making the public trust the media. So building t trust and reflecting the facts on social, political and eco onomical issues is one of the essentials of media wor rk. Hence, this study set out to investigate the effectiive factors which contribute to increasing public trust ttoward media and to give a conceptual model for it in I Iran. In this sense, these questions were posed: what is s public trust and what is media trust? What are the ef ffective factors on each of these trusts? What appropri iate models can there be for achieving public trust for a media in Iran? Finally, at the end some suggestions are given based on the 5 effective factors of public trus st for media which can be manipulated to enhance media a trust in modern Iran.