The role of authentic leadership in improving service quality with the mediating role of citizenship behavior and organizational trust

The main purpose of this research was to investigate the role of authentic leadership in improving the services quality of the Directorate Department of Cooperatives, Labor and Social Welfare of Gilan province with the mediating role of citizenship behavior and organizational trust.

The present research is applied in terms of purpose, correlation in terms of method field study in terms of data collection. A questionnaire with 33 questions was used to collect data. The statistical population of the research includes 253 employees, were 155 out of them were selected using Cochran's formula as the sample. Data were analyzed using SPSS22 and SMART PLS3 softwares.

Conclusion and suggestion:

 The results of the analysis showed that authentic leadership has a positive effect on the services quality of the General Directorate of Cooperatives, Labor and Social Welfare of Gilan province by mediating role of organizational citizenship behavior and organizational trust. Finally, it was suggested that managers, in case of making a mistake, accept and admit it, follow ethical standards, and also provide innovative and creative opinions and suggestions to the organization and always help colleagues and clients.

Originality:

 While studying the role of authentic leadership in improving the service quality, this research aims to provide a framework for examining the mediating role of organizational citizenship behavior and organizational trust variables in the relationship between authentic leadership and improving the services quality among employees of General Directorate of Cooperatives, Labor and Social Welfare of Gilan Province.