The role of a leader’s sense of humor and organizational citizenship behavior in customer orientation: An exploratory study of a sample of employees in some government and private banks

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The role of a leader’s sense of humor and organizational citizenship behavior in customer orientation: An exploratory study of a sample of employees in some government and private banks

Abstract

This research examines the relationship between leadership sense of humor and customer-oriented organizational citizenship behavior by conducting a prospective study of a sample of bank workers in Basra Governorate. A questionnaire was utilized to collect data from 200 employees in a bank in the public sector (Al-Rasheed/Al-Saif) and a bank in the private sector (International Development). The data was analyzed using the [SPSS-Amos] program to determine the relationship between leadership’s sense of humor and customer-oriented organizational citizenship behavior. The results showed that a leadership sense of humor positively correlates with and impacts customer-oriented organizational citizenship behavior. Therefore, leadership support is essential for enhancing customer-oriented organizational citizenship behavior. Moreover, the results showed that females are more inclined to customer-oriented citizenship behavior than males, and those with less than 5 years of experience are more aware and experienced of the leader’s sense of humor than the rest of the groups. These results can be used to develop training and development programs for leadership and employees in banks to improve service quality and achieve customer satisfaction

Muthanna Journal of Administrative and Economic Sciences, 2024,Volume 14, Issue 3, Pages 40-52

DOI:10.52113/6/2024-14-3/40-52

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