Customer Oriented Employees: Evaluating the Role of Ethical Work Climate and Person-Organization Fit

Today's increasingly complicated organizations and increase of unethical and illegal behaviors at workplaces, creating and sustaining an ethical workplaces and institutionalizing ethical behaviors across all organizations is of paramount importance for leaders and managers. This study aims to examine the effect of ethical work climate and person-organization fit on customer orientation of service organization's employees through the mediating role of organizational commitment. The methodology of this research is descriptive-correlative. Population of study includes the line staff at Mellat bank who had participated in training Courses bank in November-December 2012.Using random sampling, 120 employees were selected from the research population consisting of 400 employees. Data was collected through questionnaire. Organizational commitment, ethical work climate and person-organization fit questionnaires were used for operating the research variables. Data was analyzed using SPSS 18 and structural equations modeling tests in Lisrel 8.5. Results indicate that ethical work climate and person- organization Fit have significantly positive effect on commitment. Also, the significant and positive impact of organizational commitment on customer-orientation was confirmed. Creating ethical work climate and person and organization fit, lead to organizational commitment of employees and subsequently lead to improved customer-oriented staff.