Intelligent Knowledge Exploration and Processing

Intelligent Knowledge Exploration and Processing

The relationship between organizational culture and customer relationship management with the mediating role of employees' quality of work life

Document Type : Original Article

Authors
Amir Shams 1
Seyed Mahdi Ghazanfari 2
Hoda Janesar Amadi 3
1 Department of Accounting, Torbat-e-Jam Branch, Islamic Azad University, Torbat-e-Jam, Iran
2 Master's degree, Department of Management, Torbat-e-Jam Branch, Islamic Azad University, Torbat-e-Jam, Iran
3 Department of Management, Torbat-e-Jam Branch, Islamic Azad University, Torbat-e-Jam, Iran
10.30508/kdip.2023.401015.1073
Abstract
The current research examines the relationship between organizational culture and the quality of work life and customer relationship management among social security organization employees, which is new in its kind. In this research, Robbins' model was used to measure organizational culture, Walton's model was used for work quality, and Sin et al.'s model was used for customer relationship management (CRM). The statistical population of the research includes the employees of Khorasan Razavi Social Security Organization in the seven branches of Mashhad, whose number is 750 people, and 254 people are considered for the sample size of the research according to Morgan's table. The tool used to compile the questionnaire was a standard one, which has the necessary validity and its reliability was calculated using Cronbach's alpha coefficient, which shows the internal consistency of the questionnaires. The results obtained based on the structural equation model test indicated the existence of a significant and positive relationship between organizational culture and customer relationship management and the quality of work life, as well as a significant and positive relationship between the quality of work life and customer relationship management. In addition, the results showed that the quality of working life mediates the relationship between the subjective well-being of shareholders and the management of relationships with customers.
Keywords
organizational culture
quality of work life
customer relationship management
Social Security Organization
Intelligent Knowledge Exploration and Processing
Volume 3, Issue 8
Spring 2023