Mediating role of organizational citizenship behavior in the relationship between employee empowerment and customer relationship management (case study of Kerman Melli Bank branches)

The purpose of this research was to examine the relationship between employee empowerment and customer relationship management with the mediating role of organizational citizenship behavior in Kerman Melli Bank branches. This research is descriptive-correlative in nature and method, and applicable from the point of view of the goal. The statistical population includes all the employees of Kerman Melli Bank branches, whose number was 240 in 1400, and due to the limitation of the statistical population, all its members were selected as a sample and studied in the form of a census. The research data was collected through a questionnaire (Wetan and Cameron Employee Empowerment, 1998; Oregon Organizational Citizenship Behavior Questionnaire, 1998; and Customer Relationship Management Questionnaire, Sin et al., 2005). Data analysis has been done using structural equations and Lisrel software. Research findings indicate that there is a positive and significant relationship between employee empowerment and customer relationship management with the mediating role of organizational citizenship behavior. This result indicates that when an organization has capable employees, the amount of citizenship behavior and customer relationship management increases.