درخت حوزه‌های تخصصی

Purpose: A descriptive study was conducted at Aluminum Corporation in Iran in order to construct a causal model of organizational citizenship behavior based on personality factors with mediation of job involvement, job self-efficacy, factual well-being and organizational commitment. Material and method: The research sample consisted of 360 employees of the mentioned company selected by stratified random sampling method. Organizational citizenship behavior, personality, job involvement, job self-efficacy, occupational well-being, and organizational commitment questionnaire was used to collect data. Findings: The research analysis was performed using correlation, structural equations. Finally, the findings of the research showed that between personality factors and organizational citizenship behavior is significant relation. Job self-efficacy factors and organizational commitment have a direct and indirect effect on organizational citizenship behavior. Discussion: However, the factor of well-being of the subject only had a direct effect on organizational citizenship behavior. Also, the factor of job involvement only indirectly influences organizational citizenship behavior.

Purpose: After-sales service includes a wide range of services and provides the basis for a long and easy use of the product. The present study was conducted with the aim of designing a curriculum model for after-sales service in the automobile industry in Iran. Methodology: This was a mixed exploratory study (qualitative and quantitative). The research population in both the qualitative and quantitative sections were the CEOs and after-sales service assistants of the automobile industry, training managers and technical experts of the automobile industry, and according to the principle of theoretical saturation, 18 of them were selected as a sample using the snowball sampling method. The research tools were demographic information form and semi-structured interview with experts, the data of which were analyzed in the qualitative part with open, central and selective coding method in MAXQDA-10 software and in the quantitative part with exploratory factor analysis method in Smart PLS-3 software. Findings: The findings showed that the after-sales service curriculum model of the automobile industry in Iran had 61 indicators in 6 categories of efficient and effective management, skilled and trained human resources, use of new technologies, training development, evaluation and customer satisfaction. Other findings showed that the after-sales service curriculum model of the automobile industry in Iran has 57 items (removal of 4 items due to factor loading less than 0.40) in 6 factors of efficient and effective management, skilled and trained manpower, use of new technologies, It was the development of training, evaluation and customer satisfaction. The validity of the factors based on the factor loading was higher than 0.60, the convergent validity was higher than 0.50 and the average variance extracted was higher than 0.70, and the reliability was higher than 0.80 with Cronbach's alpha method. In addition, the 6-factor model of the after-sales service curriculum of the automobile industry in Iran had a good fit and the effect of the said model had a direct and significant effect on all 6 factors (P<0.05). Conclusion: Managers and planners of the automobile industry and its after-sales services in Iran can use 6 categories of efficient and effective management, skilled and trained manpower, use of new technologies, training development, evaluation and customer satisfaction to improve the after-sales service curriculum. car industry to use.