Explaining customer satisfaction based on organizational diseases of the stability stage with the organizational life cycle approach

Sayad Abdi, Shahin Dezh; Rezaee Kelidbari, Hamid Reza; Goudarzvand, Mmehrdad; Farahbod, Farzin

doi:10.22034/cbsj.2024.63210

Explaining customer satisfaction based on organizational diseases of the stability stage with the organizational life cycle approach

Document Type : Original Article

Authors

Department of Public Administration, Rasht Branch, Islamic Azad University, Rasht, Iran

10.22034/cbsj.2024.63210

Abstract

Timely diagnosis of diseases is caused by environmental challenges in the course of the organizational life cycle, preventing the development of the disease and treatment, and reducing the adverse effects of the sick organization's performance on the final recipients of services and consumers, and of course, increasing the level of consumer satisfaction. The purpose of this research is to identify the diseases of the organization in the life cycle using the metaphor of the living organism; while identifying diseases, symptoms, conditions and factors; Especially in the stage of organizational stability, we will prevent the development of these diseases and explain the complications of entering the stage of organizational decline, because in this stage, the most damage will be done to the consumers in addition to the employees, and the level of consumer dissatisfaction will increase. In this regard, the following items were investigated with a mixed approach in the research method including three parts. Qualitative part to identify diseases through interviews with professors of Gilan University of Medical Sciences and quantitative part to identify organizational characteristics and crises in the stages of the organization's life cycle which was done using fuzzy Delphi method , with the adaptation of four identified diseases including organizational asthma, post-traumatic shock, anxiety and stress diseases (depression and aggression) and septicism of the organization, in the stage of organizational stability, the complications of entering the stage of decline, including the effects The negative effects of these diseases on the performance of the organization .

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