The Study on Relationship between Employees Organizational Citizenship and Customers' Loyalty

This study examines the relationship between employee citizenship behavior and customers' loyalty and it has followed the question that whether there is a relationship between customer loyalty and employee citizenship behavior. The used approach is a combination of theoretical and practical approaches. Mineral processing Research Center of Iran is statistical population and random sampling was performed to determine the sample. Number of sample population is 400 people and examining sample consists of 196 people. Data collecting method was interview questionnaire and descriptive – correlation research method is used. Findings of this research show that data was normal and there is a significant relationship between employee organizational citizenship behavior and purchases component, satisfaction, commitment and customers' trust; and the situation of two components of organizational citizenship behavior and customers' loyalty in the statistical population is desirable. Finally, result suggests a direct correlation between employee OCB and components of customers' loyalty and based on findings of research some offers such as designing a model of employees' citizenship behavior in research statistical population, implementing this research in governmental organization and etc for costumers' loyalty in window of employees citizenship behavior improvement are provided

Citizenship behavior, customers' loyalty, relationship between employees Citizenship behavior and customers' loyalty