Empowerment and customer-oriented behavior of employees

Copyright © 2015 ISSR Journals. This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. ABSTRACT: By giving priority to the customer interests and desires, the interests and goals of organization are considered and based on the customers, the long-term benefits of organization are provided. Based on the importance of the role of human resources, increasing empowerment of employees in organizations has received much attention. The present study considered both mechanic and organic approaches of empowerment and also evaluated their impact on customer-oriented behavior of great importance for current organizations namely service organizations. The present study is applied in terms of purpose and descriptive and correlation in terms of method. The study population is including 124 employees of educational services units of Medical Sciences University of Isfahan. Three questionnaires applied in the previous valid researches are distributed among 80 people. This study tested the reliability and validity by Cronbach’s alpha coefficient and confirmatory factor analysis and in second order factor analysis, the model fitness was supported. The data were analyzed by descriptive and inference statistics techniques. The study hypotheses are investigated by regression and the impact of demographic variables on study variables was investigated by variance analysis test. The results showed the impact of organizational empowerment on customer-oriented behavior of employees and the lack of impact of psychological empowerment on customer-oriented behavior of employees. It was found that demographic factors had no significant impact on the views o