بررسي نقش استراتژي هاي تعارض در بروز رفتار شهروندي كاركنان شهرداري مشهد

Role of Conflict Strategies in Organizational Citizenship Behavior among Mashhad Municipality Employees

Today, one of the main issues of organizational management is dealing with organizational differences and conflicts. Conflict management is among the most difficult and yet the most important duties of a manager. This study aims to investigate the effects of conflict management strategies on organizational citizenship behavior of Mashhad Municipality employees. In this regard, three hypotheses were proposed. This study has an applied purpose and its method is descriptive- analytical. A questionnaire was used for data collection. To measure conflict management strategies, Putnam and Wilson questionnaire and for measuring the citizenship behavior, Padsakf questionnaire were used. The statistical population consists of all experts in Mashhad Municipality in 2016 ( n= 2,526). According to Morgan table, the sample size was 335 people. To ensure of their returning the questionnaires, 350 questionnaires were distributed randomly among the experts. Collected data were analyzed using descriptive and inferential statistical methods, structural equation modeling software, and Spss and PLS software. The results supported all hypotheses and showed that these strategies have a significant impact on the employeesʹ organizational citizenship behavior in Mashhad Municipality. Finally, it is recommended to the employees to intermingle their comments with the idea of the supervisors to create a new option for resolving disagreements including the ideas of cons and pros. Moreover, as the supervisors introduce a new idea, others will have more active participation in discussions .