The effect of organizational citizenship behavior in improving organizational intelligence

Dissertation for the degree of Master (M.A) of Business Administration

Trend: "Transformation Management"

Abstract:

Currently, the success of organizations directly depends on the effective use of human resources. In contemporary attitudes to organizations, human beings play a pivotal role in organizational transformation, and great organizational transformations originate from the unlimited intellectual capabilities of this factor. Since the employees are the most important asset of the organization, it is useful to examine the complex aspects of their behavior. In this research, the relationship between organizational citizenship behavior and organizational intelligence has been examined.

In order to measure the research variables, the required data have been collected through 2 organizational intelligence questionnaires and organizational citizenship behavior questionnaires, each of which is in the form of a Likert scale and distributed among 132 employees and managers of Qom oil company by considering the simple random sampling method. Therefore, the current research is a descriptive research of the correlation type. The results of statistical analysis and research findings showed that out of 6 hypotheses, 4 hypotheses can be confirmed and two hypotheses are rejected. In this way, organizational citizenship behavior has a positive and significant relationship with organizational intelligence. Also, the three dimensions of organizational citizenship behavior including altruism, citizenship virtue, and respect showed a significant relationship with organizational intelligence. On the other hand, no significant relationship has been observed between the two dimensions of conscientiousness and chivalry with organizational intelligence.

Key words: organizational citizenship behavior, organizational intelligence, employees of the Ministry of Petroleum.

Introduction:

Frontline employees are the blood flowing in the veins of all service organizations. Unlike products, services are produced and consumed simultaneously. This factor has caused the employees of service organizations to play a vital role in providing high quality services. Despite the fact that a significant amount of research is devoted to the service quality perceived by customers, very little attention has been paid to the behaviors of service organization employees during service delivery. (Ayagi et al., 2008 quoted by Doa'i et al., 2018)

Studies have shown that the existence of cooperative behaviors such as organizational citizenship behavior, by making organizational communication smoother, improving organizational planning methods, improving the level of cooperation between people and creating a supportive atmosphere in the organization, directly affects organizational outcomes such as service quality, job satisfaction, organizational commitment, financial performance, etc. (Padsakoff et al., 2006)

The relationship between organizational citizenship behavior and the concept of organizational intelligence is one of the concerns of management thinkers. Organizational intelligence is a new concept in the field of 21st century management organization literature. The organizational intelligence process is divided into 5 parts: organizational cognition, organizational memory, organizational learning, organizational communication, and organizational reasoning. These 5 sub-processes are powerful tools for the analysis and development of decision-making processes in the organization.

In this research, it will be tried to explain the different dimensions of the two concepts of organizational citizenship behavior and organizational intelligence and examine the relationship between them in the form of a conceptual model derived from theoretical and experimental studies.

1-1-Statement of the problem

In today's competitive business environment, the main concern and efforts of organizations are formed in the direction of their survival and development and comprehensive progress. In line with this serious goal, managers are seeking to identify and make optimal use of resources and funds that require a lot of effort and expense to acquire. So, the winners of this field are the managers who use the said funds in the most effective, efficient and productive way possible. Most of the resources of any organization are directed to its human, financial and technical resources, which is certainly the human capital that determines the direction and direction of the funds, because it is the human force that has recruited other resources with its abilities and with planning. Batman and Organ [1] (1983) used the term organizational citizenship behavior for the first time and consider it as the actions of some employees to improve productivity and solidarity and cohesion in the work environment, which is beyond the organizational requirements. (Hudson[2], 2006).

A good organizational citizen is a thought and an idea, and it includes various employee behaviors such as accepting and assuming additional duties and responsibilities, following the rules and procedures of the organization, maintaining and developing a positive attitude, patience and tolerance of dissatisfaction and problems at work.Based on organizational theories and theories, organizational citizenship behavior certainly contributes to the competition and performance of the organization, in addition, the desire and desire for citizenship behavior due to the increasing global competition, the importance of innovation, flexibility, productivity and responsiveness to external conditions is continuously increasing (Yacoubi et al., 2019). The results of recent research show that employees who act beyond their job and duty and exhibit organizational citizenship behavior. They belong to the work group and organization that have high productivity and do high-quality work than workers who have low levels of organizational citizenship behavior (Podsakov and Mackenzie[3], 1977).

Just as in the human world and in turbulent human lives, people will be successful who have a lot of intelligence so that by using it they can overcome the problems and problems of life. Certainly, the situation is the same in the organizational world, especially today, due to the advancement of science and technology and the emergence of new needs and challenges, organizations are becoming more complex and their administration is becoming more difficult. This concept will become more important when we accept that in today's organizations, in addition to the huge and intelligent human resource, intelligent machines also play an effective role in the process of the organizations' performance. One of the factors that can combine two active human and machine intelligence in today's complex organizations is organizational intelligence (Siyadt et al., 2019).

Today it can be confidently claimed that the use of organizational intelligence can increase the competitive power of an organization and differentiate it from other organizations. Organizational intelligence gives the organization the possibility to exploit competitive advantages by using the available information and makes it possible to understand the customer's demand and how to communicate with them. Also, it allows the organization to monitor positive or negative changes. Other benefits of organizational intelligence include the following: (Albrecht [4], 2003)

Helping managers to evaluate the capabilities of the entire organizational system;

Understanding patterns of dependence between the organization and the external environment;

Identifying organizational strengths and weaknesses and space to improve communications between subsystems;

According to the aforementioned and research and search, this need can be seen in today's Iranian organizations that seek improve their organizational intelligence. Because organizational intelligence will ultimately improve the performance of the organization. Therefore, in this research, we seek to investigate what role organizational citizenship behavior plays in improving organizational intelligence? 1-2- The importance and necessity of conducting research In today's human society, the level of success of people is directly related to their level of intelligence, and these people are trying to overcome life's problems by using their intelligence. The advancement of science and technology and the emergence of new needs and challenges make organizations more complex and their administration more difficult. This meaning will become more important when we accept that in today's organizations, in addition to the existence of creative and intelligent people, smart technologies also play an effective role in the performance process of organizations.

Creating the context for the use of various skills in the organization requires the existence of a suitable structure - proper performance, effective management and optimal use of human resources, emotional, technological factors, knowledge and learning. The rapid progress of technology in the current century has doubled the importance of this issue.

Organizations must do things in order to respond to the needs and new conditions of the organization that is effective. On the one hand, they must use systems and data based on past experiences, and on the other hand, react appropriately and acceptable to changes in the external variable environment - with the help of developing systems and acquiring new knowledge.

In an organization where organizational intelligence is used, managers can extract cost information from within the organization and know what the costs are and make decisions to reduce and eliminate them. Anticipate future changes and have a suitable solution for their problems. In order to increase revenue, companies must, in addition to increasing their sales, for example, retain their current customers. Keeping customers is often a very pleasant thing to do