International Journal of Organizational Leadership

Abstract

Customers perception of service quality presentation is becoming an increasingly important issue in preservation of exclusive strong-tie relationships between organization and customer. The quality of service is assessed according to the customers expectation about the perceived service quality. Due to this, promoting the quality of presented services, with appearance of voluntary and willingly behaviors that are known as Organizational Citizenship Behavior (OCB), provides employees with behaviors in order to go above and beyond the call of duty. This study investigates the features of employees OCB and the relationship of these features with variables, namely occupational self-efficacy, political skills, and organizational commitment. For this end, a questionnaire was distributed among the employees of Ardabil Gas Company. The data analysis revealed that it is important to improve employees OCB, which would result in their remarkable ability in meeting peoples demands and providing high quality services for customers. It can be argued that for improving the organizational commitment and political skills of employees, managers can take steps to create motivation among employees by rewarding and encouraging them to become highly involved in their work.