Determining the Relationship between Organizational Service Orientation, Job Satisfaction and Organizational Citizenship Behavior (Study: Iran’s Gas- ompany)

Service orientation is a key factors for organizations survival incapricious environment. This paper investigate role of serviceorientation on job satisfaction and organizational citizenship behaviorin Iran’s gas-company. Communication service leadership, servicesystem performance, human resources training and cross- performanceof services are considered as service orientation attributes and theirimpact on job satisfaction and OCB has examined. The sample wasmanagers and staffs working in Gas Company, and Data were collectedthrough questionnaires. The model is tested by structural equationmodeling. The most important finding revealed of the study is thatmodel has positive fit indexes. It was also found that communicationservice leadership and service system performance have no effect onorganizational citizenship behavior, however other hypothesizes haveconfirmed.

Keywords:

Service leadership , job satisfaction , citizenship behavior , Service orientation