أثر سلوكيات المواطنة التنظيمية الموجهة بالعميل على الفوائد المدركة للخدمات المقدمة: دراسة تطبيقية على شركات الاتصالات في مصر

Abstract EN

Customer-oriented organizational citizenship behaviors promote more effective service delivery procedures, provide better quality service, build more enjoyable interaction with customers, and provide more innovative ideas to improve services and achieve a higher level of customer satisfaction.

therefore, the current study aimed to study the impact of the dimensions of customer-oriented organizational citizenship behaviors (loyalty, participation, service delivery, and extra role customer service) on the perceived benefits of the provided services, using a sample of 460 employee and 460 customers of telecom companies that provide internet service in Egypt, which are WE, Vodafone, Etisalat and Orange.

the study concluded that the dimensions of customer-oriented organizational citizenship behaviors are available in the internet service providers under study, and there is a significant negative effect of the dimensions of customer-oriented organizational citizenship behaviors (extra role customer service) on the perceived benefits dimension indicating that employees do extra role customer service when customers face problem and complain of low accrued benefits.