The Effect of Internal Customer Relationship Management on Organizational Citizenship Behavior/Iç Müsteri Iliskileri Yönetiminin Örgütsel Vatandaslyk Davraniþi Üzerine Etkisi

The main purpose of this study is to determine the relationship between the internal customer relationship management and organizational citizenship behavior. In this contex, a study was conducted on a total of 238 working in two manufacturing operations. Internal customer relationship management is to increase the satisfaction level of employees in work processes and social relations through cross-functional and organizational cooperation, interdependence, communication and information sharing. In this study, internal customer relationship management is discussed in five dimensions. Firstlyl leadership, and secondly cooperation and communication, and third technological competence, the fourth internal customer orientation and the last employee satisfaction. Organizational citizenship behavior (OCB) is extra contributions without formal duties and responsibilities or job descriptions that employees have provided to their organization and colleagues. In this study, organizational citizenship behavior is discussed in two dimensions. First, one is organizational citizenship behavior towards the organization, while the second one is organizational citizenship behavior towards individuals. According to the results obtained, there is a significant relationship between the internal customer relationship dimensions and organizational citizenship behavior dimensions.