The Impact of Servant Leadership on Customer-Oriented Employee Behavior with Emphasis on Social Responsibility Mediator ( case study: Kermanshah city Mellat Bank staff)

مدیریت کسب و کار

Volume 13, Issue 49 - Serial Number 1, March 2021, Pages 175-189   

Document Type: Original Article

Authors

Maryam Fakhri¹; Mahdi Hosseinpour^{* 2}

¹Department of Business Management, PayamNoor University, Kermanshah, Iran.

²Department of Management and Entrepreneurship, Faculty of Social Sciences, Razi University, Kermanshah, Iran

Abstract

Today,organization are the main Pillar of todays Siciety and two very important and vital factors are: Factor in the life, growth or death of the organization, and the human beings who are the main drivers of any organization.There fore in the organization, one of the vital pillars is leadership,without; leadership,the connection between individual and organizational goals may beweakend.The purpose of this study was to investigate the relationship between customer service leader and employee-oriented behavior with emphasis on mediating social responsibility (Kermanshah-based Mellat Bank). This research is applied in terms of purpose and in terms of nature of data collection, it is descriptive-correlational. The statistical population of the study consists of employees working in Mellat Bank branches in Kermanshah. The sample size of the study was 156 people who were selected by simple random sampling. Questionnaire was used to collect data. The validity of the questionnaire was confirmed by face validity and its reliability by Cronbach's alpha coefficient. Structural equation modeling was performed using LISREL software for data analysis. The results of this study showed that servant leadership is effective on social responsibility and customer behavior of the discipline as well as social responsibility is effective on the discipline customer behavior.

Keywords

Servant leadership; social responsibility; customer-oriented behavior; Mellat Bank; Kermanshah City

References