عنوان مقاله [English]
نویسندگان [English]چکیده [English]
Among the positive behavioral tendencies that many organizations are looking for is the emergence of citizenship behaviors from customers. This research investigates the effect of customer orientation of the organization's employees on customers' behavior of customers in Tehran's police+10 centers considering the mediating role of customer satisfaction and customer perspective on corporate social responsibility. The present study is a descriptive-correlational study. The statistical population includes all people who use services related to police+10 centers in the city of Tehran. In the first phase of this research, an interview was conducted with a number of customers from police+10 centers to identify the dimensions of the customers' perspective on customer service of the organization's staff related to the activities of the police+10 centers, and then, using a questionnaire, the data needed for research it was gathered. The sample size was 294 people. The results showed that customer satisfaction improvement from customer service of the organization's employees has a positive and significant effect on the incidence of customer's citizenship behaviors, and also it was found that customer satisfaction can be effective as a mediator variable; however, the role of customer perspective of social responsibility of the organization as a mediator variable in The present study was not approved. The results of this research indicate that paying attention to the opinion of customers towards customer service can lead to the appearance of citizenship behaviors among them. Therefore, in addition to proper implementation of its components, attention should be paid to customers' point of view. It was also found that this effect is due to the satisfaction of customers.