Analysis of the Mediating Role of Organizational Silence and Feel in Relation to Internal Marketing and Customer Orientation (Hamedan Youth and Sports Department)
Journal Title: International Research Journal of Applied and Basic Sciences - Year 2016, Vol 10, Issue 8
Abstract
This article aims are analyzing the mediating role of organizational silence and feel in relation to internal marketing and customer orientation (Case Study: Hamedan Youth and Sports Department). And applied study is descriptive survey method. The population of the research staff of Hamadan Youth and Sports Department which 205 patients were randomly selected. In order to measure the variables of internal standard questionnaires marketing , Mooney and Foreman (1995), Customercentricing Hajat (2002), organizational silence Vakvla and Bvradvs questionnaire (2005) and emotional labor from the research questionnaire Yan Kai-Fu (2013) was used. To analyzing of the data using different statistical analyzes, such as pearson correlation analysis to calculate the correlation coefficients, confirmatory factor analysis and structural equation model fit for the four-step method Baron and Kenny mediation analysis to investigate the relationship between mediation and lisrel 21spss software was used. Finally, the solidarity of all the variables in the study approved and it fit the original review and approval, and the results is accepted of the research showed that all the hypothesis. So we can conclude that in addition to the domestic market and significant positive effect on customer satisfaction, organizational silence and emotional work in this impact was positive and significant role.
Authors and Affiliations
Naeimeh Esmaeeli Farjam| MSc in Executive Management Strategic Orientation, Faculty of Humanities, Hamadan Branch, Islamic Azad University, Hamadan, Iran. email: solaleh.esmaeeli@yahoo.com, Mostafa Rezaei Rad| Prof. Scientific Board Limb of Management Administration, Faculty of Management, Hamadan Branch, Islamic Azad University, Hamadan, Iran., Alireza Slambolchi| Prof. Scientific Board Limb of Management Administration, Faculty of Management, Hamadan Branch, Islamic Azad University, Hamadan, Iran.
Keywords
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