Author/Authors :
pourmoradian، Samereh نويسنده PhD Candidate of Tourism Management, University of Salzburg, Austria , , Bayza، Esmaeil نويسنده MA of Economic, pnu University of Karaj , , Kousheshi، Mohammad Reza نويسنده MA of EMBA, University of Tabriz , , mohammad moradi، rima نويسنده ,
Abstract :
In recent decades services industries and intangible products have gained the attention of the researches due to competiveness of their market. Organizational citizenship behavior (OCB) is one of the distinguishing properties in these units. OCB is term of conscientious and informed behavior that employees do which influences significantly on personal and organizational functions. This research aims to investigate the impact of OCB on the quality of services in insurance industry in East Azerbaijan. The questionnaire filled out for all participants who was insurance industry experts and data was analyzed by SPSS software. Our finding indicated that OCB impacts positively on quality of services in insurance industry (p < 0.05).
