The Impact of Organizational Cynicism on Quality of Service Provision with Mediating Role of Job Satisfaction and Moderating Role of Organizational Identity

Subject Areas : Human Capital Empowerment

mostafa alirezaei ¹ , ameneh malmir ² , hamideh abbasi ³

1 - 1Department of Management, Farahan Branch, Islamic Azad University, Farahan, Iran
2 - Department of Management, FARAHAN Branch, Islamic Azad University, FARAHAN, Iran
3 - Department of Management, School of Management, Tolo Mehr Higher Education Complex, Qom, Iran

Received: 2021-02-05 Accepted : 2021-04-08 Published : 2021-11-22

Keywords: Job satisfaction, Service Quality, organizational identity, organizational cynicism,

Abstract :

Objective: The present study aimed at analyzing the impact of organizational cynicism on the quality of service delivery with the mediating role of job satisfaction and moderating the role of organizational identity in Hamadan Health Insurance Organization.Design / Methodology / Approach: The study is purposeful, applied, and descriptive in terms of data collection. The statistical population of this study includes all managers and staff of Hamedan Health Insurance Company. Using Cochran formula, 188 people were selected as the statistical sample by systematic random sampling. To measure the validity of questionnaires by face and content method and to determine the reliability of Cronbach's alpha which was estimated 0.786. For analyzing data from structural equation modeling, Smartphone software. L. SS version 2 was used.Results: The results showed that organizational cynicism had a significant effect on service quality, organizational cynicism on job satisfaction; job satisfaction on quality of service; organizational identity had a significant effect on service quality.Limitations and Consequences: Due to the multitude of research variables and given the specific complexity of the research, other variables for future research should be carefully examined both in the present statistical population and in other organizations rather than other meaningful relationships. To be more transparent and comprehensive.

References:

1. Abedi, L., Mazroee, H. (2010).Individual factors affecting military forces job satisfaction, Journal of Military Medicine.. 12(1): 45- 49. (Persian).


2. Ahanchian M.R., Baratlou F. (2005). Organizations and our identity. Journal of Social Sciences Faculty of Letters and Humanities Ferdowsi University of Mashhad.;6:1-12. [Persian].


3. Akbaba, A. (2006). Measuring Service Quality in the Hotel Industry: A study in a Business Hotel in Turkey. International Journal of Hospitality Management, 25.


4. Amirkhani, Tayebeh-e-beginning, Honey (2011), The Influence of Employees' Perceptions of Organizational Justice on Their Organizational Identity Study: Tehran Universities, Allameh Tabataba'i, Tarbiat Modarres in Tehran, Daneshvar Behavior, 18 (50): 262-245. [Persian]


5. Alahiari, Mahboubeh, Hamidi, Mehrzad, Hemmatinejad, Mehrali, Alahiari, Fatemeh, (2011), The Relationship between Organizational Identity and Socio-demographic Factors with Organizational Citizenship Behavior in Sport, Journal of Research in Sport Science, No. 9, pp. 112-95. [Persian]


6. Alvani, Seyyed Mehdi, (2013), Public Management, Tehran, Ney Publishing [Persian]


7. Bakhtiar nasrabadi H.A., Rajaeipour S., Salimi G.A., Taherpour F., Partovi M. (2009). The relationship between the nature of the job and job satisfaction, Journal of Management. 2009;1(33):57-76. [Persian].


8. Bellini, Diego, Tiziana Ramaci, Marino Bonaiuto, (2015). The Restorative Effect of the Environment on Organizational Cynicism and Work Engagement, Journal of Human Resource and Sustainability Studies, 2015, 3, 124-135 Published Online September 2015 in SciRes.


9. Brandes, P., Dharwadkar, R., & Dean, J. (1999). Does Employee Cynicism Matter? Employee and Supervisor Perspectives on Work Outcomes. Paper Presented at the Eastern Academy of Management, Philadelphia.


10. Baluchi, Hussein. Rastgar, Abbas Ali. (2015), Structural-Interpretive Modeling of Factors Affecting Organizational Cynicism. Journal of Management of Governmental Organizations, 2 (11), pp. 71 -8[Persian]


11. Chen, H. G., Yu-Chih Liu, J., Shin Sheu, T., & Yang, M. H. (2012). The impact of financial services quality and fairness on customer satisfaction. Managing Service Quality: An International Journal, 22(4), 399-421.


12. Chiaburu, D. S., Peng, A. C., Oh, I-S., Bank, G. C., & Lomeli, L. C. (2013). Antecedents and consequences of employee organizational cynicism: A meta analysis. Journal of Vocational Behaviour, 83, 181-197.


13. Choobineh, A.S., Arghami, SH., Amirzadeh, F, & Shenasa, A.( 2010). General health professional, publication of Iran University of Medical.


14. Dormann C, Zapf D. (2001). Social stressors at work, Irritation and Depressive symptoms. Journal of Occupational and organizational psychology. 2001;1-12.


15. Ghanbari, Sirus; Erfanizadeh, Fariborz. (1986), The Role of Organizational Trust in Modifying Organizational Cynicism of Employees, Journal of Organizational Behavior Studies, 6 (2), pp. 125–148. [Persian]


16. Gray, B. J. (2006). Benchmarking services branding practices. Journal of Marketing Management, 22(7-8), 717-758.


17. Hamidi Motlagh R. (2010).Clinical governance, water or mirage. Hospital Technologies Management Magazine.; 1 (2): 32-35. [Persian]


18. Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: the experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40-57. Hassanpour, Akbar-Noori, Ruhollah-Kiaei, Mojtaba, (2009), Organizational Cynicism: Its Causes and Consequences, Management Culture, Year Seven, No. 19, pp. 119- 142. [Persian]


19. Hassan, Mohammad; Ghasemzadeh, Abolfazl; Shirazi, Rahim (2014), The Interactive Role of Organizational Identity and Team Identity on Job Satisfaction and Transformational Behaviors, Journal of Forensic Management Studies, 9 (2), pp. 284- 304. [Persian]


20. Hosseini, Mirza Hassan, Qadi, Somayeh, (2010), Modeling the Factors Affecting the Quality of Banking Services and Its Consequences, Business Management Perspective, Issue 3, 36, pp. 89-115. [Persian]


21. Haghighi Kafash, Mehdi, Mazloomi, Nader, Mirzamohammadi, Farzaneh, (2011), Backgrounds and Consequences of Organizational Cynicism (Case Study: Personnel of Parsian E-Commerce Company), Quarterly Journal of Management Studies, 21 (64), pp. 139 - 117[Persian]


22. Harris, J.R., & Richard, S.C. (2012).Machine Safety: New & Updated Consensus Standards, Prof Saf. May, 57(5): 50-57.


23. Jafari, A. (2013), The Impact of Psychological Empowerment, Job Satisfaction and Job Stress on Organizational Commitment (Case Study: West Azarbaijan Police Command Staff), Najah Human Resources Journal, No. 42[Persian]


24. Jafarnia, Saeed, (2016), Measuring Service Quality in Educational Institutions Based on SERVQUAL Model, Journal of Human Resource Studies, Volume 6, Number Twenty-Three, pp. 1-20. [Persian]


25. Johnson, J. L. O'leary-K. & Anne, M. (2003). The effects of psychological contract breach and organizational cynicism: Not all social exchange violations are created equal. Journal of Organizational Behavior, 24: 627-647.


26. Kalagan & Aksu (2010). "Organizational cynicism of the research assistants: A Case of Akdeniz University". Procedia Social and Behavioral Sciences, 2, 4820–4825.


27. Karadag, E., Kilicoglu, G., & Yilmaz, D. (2014). Organizational Cynicism, School Culture, and Academic Achievement: The Study of Structural Equation Modeling. Educational Sciences: Theory and Practice, 14(1), 102-113.


28. Kim, Dan S.; Peng, Ann Chunyan.; Oh, In-Sue.; Banks, George C. & Lomeli, Laura c (2009). "Top management credibility and employee cynicism: A comprehensive model". Human Relations, 62(10), 1435–1458.


29. Lee, J-H., Kim, H-D, Ko, Y. & Sagas, M. (2010). the Influence of Service Quality on Satisfaction and Intention: A Gender Segmentation Strategy, Sport Management Review.


30. Lin, w.b. (2007). An empirical of service quality model from the viewpoint of management. Expert systems with applications. 32.


31. Mete, Y. A. (2013). Relationship between organizational cynicism and ethical leadership behavior: A Study at higher education. Procedia-Social and Behavioral Sciences, 89, 476-483.


32. Moghaddam, Alireza, Mahmoudi Meimand, Mehdi, (1979), The Effect of Organizational Cynicism on the Deviant Behavior Attitude, Improvement Management Studies, Volume 27, Number 89, pp. 89-73. [Persian]


33. moghimi, Seyyed Mohammad, (2007), Case Study Methodology and its Applications in the Humanities, Humanities Methodology, Volume 13, Number 50. [Persian]


34. Mohamadnia M, Delgoshae B, Tofighi SH, Riahi L, Omrani A.(2010). Evaluating nursing services quality based on SERVQUAL in TAMIN hospitals of Tehran.; (2):68-74.[persian]


35. Mohammadnia M, Delgoshaei B, Tofighi S, Rihai L, Omrani A. (2010).Nursing Services Quality in Hospitals of Social Security Organization Using Servqual Model. Hospital Journal.;8(3):68- 74.


36. Nafei, W. A., & Kaifi, B. A. (2013). The impact of organizational cynicism on organizational commitment: An applied study on teaching hospitals in Egypt. European Journal of Business and Management, 5(12), 131-147.


37. Nafi, Wageeh A. (2013). The effect of organizational cynicism on job attituders an empirical study on teaching hospitals in Egypt. International bisiness research. 6(7): 52-69.


38. Naus, F., Van Iterson, A., & Roe, R. (2007). Organizational cynicism: Extending the exit ,voice, loyalty, and neglect model of employees' responses to adverse conditions in the workplace. Human Relations, 60(5), 683-718.


39. Navabi, Armaghan, (2011), Analysis of the Relationship between Organizational Socialization Methods and Organizational Identity in Isfahan Municipality, M.Sc., Isfahan University, Faculty of Administrative Sciences and Economics. [Persian]


40. Neves, P. (2012). Organizational cynicism: Spillover effects on supervisor subordinate relationships and performance. The Leadership Quarterly, 23, 965- 976.


41. Nursing, Contracting, Cash, Asadollah, Sohrabi, Rouhollah, (2016), Studying the Relationship between Organizational Identity and its Three Dimensions with Organizational Cynicism (A Study among Qazvin Sport and Youth Officers), Human Resource Management in Sport, Volume 3, Number 2; From page 137 to page 150. [Persian]


42. Polat, S. (2013). The impact of teachers' organizational trust perceptions on organizational cynicism perception. Educational Research and Reviews, 8(16), 1483.


43. Rahimnia, Fariborz, Nikkhah, Zahra, (2011), The Influence of Organizational Ethical Climate on Organizational Identity and Desire to Quit, Sales Ethics in Science and Technology, No. 4, pp. 11-1. [Persian]


44. Rural, Ahmad, Venus, Referee, Ebrahimi, Ali, (2011), Marketing Management, Post Publishing. [Persian]


45. Seyed Javadin, Seyed Reza. Fayyad, coral. Baluchi, Hossein, (2015), Investigating the Impact of Psychological Capital on the Quality of Customer Service Provided by Clients with Mediation of Organizational Commitment, Public Management. Volume 7, Issue 2, pp. 277-302. [Persian]


46. Shahzad,   Mahmood,  Z.(2018).  The  Mediating Moderating  Model  of  Organizational   Cynicism   and   Workplace   Deviant   Behavior:   (Evidence   from  Banking  Sector  in  Pakistan).  Middle East Journal of Scientific Research,  Vol.  12,  pp. 580-588.


47. Taghizadeh, MR, Soleimani, Afshar, (2015), Application of Canonical Correlation Method to Investigate the Relationship between Emotional Intelligence with Organizational Civic Behavior and Organizational Commitment, Public Management, Volume 7, Number 2, pp. 228-211. [Persian]


48. Treadway, D. C. Hochwarter, W. A. Ferris, G. R. Kacmar, C. J., Douglas, C., Ammeter, A. P., & Buckley, M. R. (2004). Leader political skill and employee reactions. The Leadership Quarterly, 4(15): 493-513.


49. Wilkerson, J. Evans, W. & Davis, W. (2008). A test of coworkers' influence on organizational cynicism, badmouthing, and organizational citizenship behavior. Journal of Applied Social Psychology. 38 (9): 2273–2292.


50. Yildiz,    and   Saylikay,   M.(2014).   The   effect   of   organisational   cynicism   on alienation. Procedia: Social and Behavioral Sciences, Vol. 109, pp. 622-627.


51. Zarei E, Ghazi Tabatabai SM, Rahimi Forushani A, Rashidiyan A, Arab M.( 2012). Hospital Services Quality From Patients' Point Of View: A Cross-Sectional Study In Tehran Private Hospitals. Payavard Salamat. [Research].;5(4):66-76.


52. Zare, Hamid, Haggivian, Zolfa, Karimi Asl, Zahra, (2013), Identifying Factors Affecting Organizational Cynicism and its Measurement in Qom Public Universities, Organizational Culture Management, Volume 11, Number 4, pp. 180-159[Persian]


53. Zarei Matin, Hassan, (2015), Investigating Organizational Factors Influencing Organizational Cynicism (Case Study: Qom Province Standard Organization Staff), Organizational Culture Management, Volume 52, Number 5, pp. 157. [Persian]