طراحی مدل رفتارهای شهروندی کارکنان بر مبنای حقوق ارباب‌رجوع مطالعه موردی: سازمان تامین اجتماعی

زمینه و هدف: رفتار شهروندی سازمانی اشاره به رفتاری در چارچوب سازمان اما فراتر از نیازهای آن اشاره دارد و حقوق ارباب‌رجوع اشاره به برآورد و برطرف سازی نیازهای مشتری در ابعاد مختلف دارد. لذا با توجه به اهمیت رفتار شهروندی در یک سازمان و ارتباط آن با بهره‌وری، این پژوهش به بررسی مدل رفتارهای شهروندی کارکنان بر مبنای حقوق ارباب‌رجوع پرداخته است.روش شناسی: این پژوهش از حیث هدف، کاربردی و از لحاظ روش، کیفی است و برای جمع‌آوری داده‌ها از ابزار مصاحبه نیمه‌باز استفاده‌شده است. جامعه آماری آن متخصصین منابع انسانی سازمان تامین اجتماعی و تعداد نمونه آماری 14 نفر می‌باشد، که به‌صورت هدفمند انتخاب گردیده‌اند. جهت تحلیل کیفی، از روش سیستماتیک اشتراوس و کوربین و الگوی نوخاسته گلیزر و برای طبقه‌بندی و اولویت‌بندی ابعاد و مولفه‌ها از نرم‌افزار کیفی مکس کیو دی ای استفاده‌شده است.یافته ها: تقویت و فرهنگ‌سازی سازمانی عاملی مهم برای ایجاد رفتار شهروندی می‌باشد و راهبرد تشویق و تقدیر، برچسب چاپلوسی، الگوگیری و احترام و ارزش‌گذاری بیشتر، پیامد تعالی سازمانی، رضایت درونی، شهرت سازمانی، احترام متقابل ارباب‌رجوع و رضایت مراجعین را در این زمینه در پی خواهد داشت.نتایج: هر چند رفتارهای شهروندی کارکنان، در حوزه رفتارهای فردی بررسی می‌شود، فرهنگ‌سازمانی بستری است که شرایطی را فراهم می‌آورد که کارکنان قادر به ابراز رفتارهای شهروندی موردنظر در فضای سازمان باشند، و بدین روش حقوق ارباب‌رجوع نیز رعایت می‌شود.

designing a model of employee citizenship behaviours based on client rights: the case study of social security organization

a b s t r a c tbackground and aim: organizational citizenship behavior refers to behavior within the framework of the organization but beyond its needs and the client’s rights refer to the fulfillment of the client’s needs in different dimensions. therefore, considering the importance of citizenship behavior in an organization and its relationship with productivity, this research has investigated the citizenship behavior model of employees based on client’s rights.methodology: this research is applied in terms of purpose and qualitative in terms of method, and semi-open interview tool was used to collect data. its statistical population is the human resources specialists of the social security organization and the number of the statistical sample is 14 people, who have been selected purposefully. for qualitative analysis, the systematic method of strauss and corbin and glaser’s new model was used, and for the classification and prioritization of dimensions and components, the qualitative software maxqda was used.results: strengthening and building organizational culture is an important factor for creating citizenship behavior. and the strategy of encouragement and recognition, flattering label, modeling and more respect and valuing, will result in organizational excellence, internal satisfaction, organizational reputation, mutual respect of clients and client satisfaction in this field.conclusion: although employee citizenship behaviors are examined in the field of individual behaviors, organizational culture is a platform that provides conditions for employees to be able to express desired citizenship behaviors in the organization. and in this way, the client’s rights are also respected.extended abstractintroductionhuman power is the most important asset of the organization, on the basis of which the organization’s goals and missions are defined, and the growth and lack of progress of an organization are defined based on it. for this reason, the discussion about human resources, its control and management, is always a serious discussion with special considerations. in this field, human power is the most important and valuable factor from various sources of production. the human factor in the organization includes all employees working in the organization, including managers, supervisors, experts, employees and workers at different job levels, and this category is the most important factor in the growth and development of an organization. organizational citizenship behavior refers to a behavior within the framework of the organization but beyond the needs of the organization, which implies according to the functional model and behaviors in accordance with the goals of the organization and more than the assigned duties. also, the client’s rights refer to meeting and solving the client’s needs in different dimensions. therefore, considering the importance of the issue of citizenship behavior in an organization and its relationship with productivity, this research has investigated the citizenship behavior model of employees based on client’s rights. methodologythis research is applied in terms of purpose and qualitative in terms of method, and semi-open interview tool was used to collect data. its statistical population is the human resources specialists of the social security organization, and the statistical sample includes 14 people, who were selected purposefully. for qualitative analysis, strauss and corbin’s systematic method and glaser’s new model were used. and for the classification and prioritization of dimensions and components, max qda qualitative software was used.    results and discussion social security organization, due to the nature of service and the unique relationship it has with clients and witnesses a large number of referrals, therefore, more than other organizations, it needs to pay attention to the field of employee citizenship behavior. the reason for such importance, in addition to the client’s satisfaction with the social security organization and as a result the improvement of the organization’s functions, is due to the importance of optimal management of human resources, which can lead to the growth and development of an organization. in other words, organizational success depends on the optimal and efficient management of human resources of any organization. for this reason, the nature of the social security organization’s activities makes the citizenship behaviors of the organization’s employees a significant part of the social security organization’s performance and success, considering the organization’s goals, which is to provide services to the people covered by the organization, it accounts for a major part of the concerns of the managers of the social security organization. in this regard, the current research is based on the positive effects of employees’ citizenship behaviors in achieving the goals of the social security organization, which, in addition to the internal dimensions, includes providing the services needed by clients in an optimal manner. has developed a model that considers the factors affecting the successful implementation of employees’ citizenship behaviors according to causal factors, contextual factors, intervening conditions, strategies and consequences. the consequences section, which is the achievements of the implementation of the presented model, introduces the goals that can be achieved from the implementation of the presented model, which includes organizational excellence, internal satisfaction, active educational system, enhancing mutual respect of clients and client satisfaction. the presented model, from the point of view that it has considered the factors affecting the successful implementation of the development of citizenship behaviors in the organization in a structured manner, is a model with suitable practical and executive capabilities that provides sufficient information for managers and employees. the role of effective factors in the development of employees’ citizenship behavior has been explained and the responsibilities of implementing the model have been divided between managers and employees. in this way, the cooperation between employees and managers will be strengthened and the implementation of the model will lead to the achievement of the consequences presented in the model. strengthening and culturalization of the organization is an important factor for creating citizenship behavior and the strategy of encouragement and appreciation, flattering label, role model and respect and more valuing, the result of organizational excellence, internal satisfaction, organizational reputation, mutual respect of clients and client satisfaction in this the context will follow. conclusionalthough the citizenship behaviors of employees are examined in the field of individual behaviors, organizational culture is a platform that provides conditions for employees to be able to express the desired citizenship behaviors in the organization. and in this way, the client’s rights are also respected. factors affecting the behavior of organizational citizenship, which are presented in the section of the intervening conditions of the model, have been considered in a summary form and with the plan of three general factors of organization management, job commitment and organizational atmosphere, which can be considered as the factors affecting behavior organizational citizenship in previous models. therefore, the presented model has many differences from the previous models from the structural point of view, and it is similar to the previous models in terms of the intervention conditions. because paying attention to organizational factors affecting organizational citizenship behavior is one of the most important topics in the field of organizational citizenship behavior. in some of the previous models, some of the causal factors mentioned in the presented model have been mentioned, and these factors can be referred to as individual factors affecting citizenship behavior, and in most of the presented models, individual factors are also they are kind of discussed. finally, what distinguishes the presented model in terms of structure from previously reviewed models is the attention to effective strategies on strengthening organizational citizenship behavior, as well as the effects that are created by the occurrence of organizational citizenship behavior in an organization and these two parts are presented under the title of strategies and consequences in the model, and due to the existence of these two parts, the presented model has practical and executive capabilities. fundingthere is no funding support. authors’ contributionall of the authors approved the content of the manuscript and agreed on all aspects of the work. conflict of interestauthors declared no conflict of interest. acknowledgmentswe are grateful to all the scientific consultants of this paper.