The Role of Planned Behavior in Predicting Customer Orientation
The purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturati...
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| Format: | Article |
| Language: | English |
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Faculty of Law and Economic Sciences University of Zielona Góra
2022-12-01
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| Series: | Management |
| Subjects: | |
| Online Access: | https://doi.org/10.2478/manment-2019-0095 |
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| author | Hasanbarog Zhila Mahrooz Rasouli Eshaq Ardabili Farzad Sattari Azadi Behnam |
| author_facet | Hasanbarog Zhila Mahrooz Rasouli Eshaq Ardabili Farzad Sattari Azadi Behnam |
| author_sort | Hasanbarog Zhila Mahrooz |
| collection | DOAJ |
| description | The purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturation. Data were collected using in-depth semi-structured interviews and were analyzed using thematic analysis and MAXQDA software. The results showed that attitude toward behavior (favorable behavior, pleasant behavior, behavior appraisal), subjective norms (peer pressure, family pressure, social pressure), perceived behavioral control (past experience, anticipation of future events, environmental norms), knowledge (up-to-date knowledge, behavior-related knowledge, education), ethical norms (responsibility, ethical principles, resilience), and discipline (organization, order, streamlining) are important components in predicting customer orientation in the gas industry. The results can help managers in the energy sector to improve their customer orientation and performance through planned behavior. |
| format | Article |
| id | doaj-art-6715e3f2b91440e18f72c7d86f0889d3 |
| institution | Kabale University |
| issn | 2299-193X |
| language | English |
| publishDate | 2022-12-01 |
| publisher | Faculty of Law and Economic Sciences University of Zielona Góra |
| record_format | Article |
| series | Management |
| spelling | doaj-art-6715e3f2b91440e18f72c7d86f0889d32025-08-20T03:56:12ZengFaculty of Law and Economic Sciences University of Zielona GóraManagement2299-193X2022-12-01262416210.2478/manment-2019-0095The Role of Planned Behavior in Predicting Customer OrientationHasanbarog Zhila Mahrooz0Rasouli Eshaq1Ardabili Farzad Sattari2Azadi Behnam3Ph.D., Student, Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, IranPh.D., corresponding author, Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, IranPh.D., Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, IranPh.D., Department of Public Administration, Ardabil Branch, Islamic Azad University, Ardabil, IranThe purpose of this qualitative research was to investigate the role of planned behavior in predicting customer orientation in the Iranian gas industry. The participants were 17 experts from the National Iranian Gas Company who were selected using purposive sampling and based on theoretical saturation. Data were collected using in-depth semi-structured interviews and were analyzed using thematic analysis and MAXQDA software. The results showed that attitude toward behavior (favorable behavior, pleasant behavior, behavior appraisal), subjective norms (peer pressure, family pressure, social pressure), perceived behavioral control (past experience, anticipation of future events, environmental norms), knowledge (up-to-date knowledge, behavior-related knowledge, education), ethical norms (responsibility, ethical principles, resilience), and discipline (organization, order, streamlining) are important components in predicting customer orientation in the gas industry. The results can help managers in the energy sector to improve their customer orientation and performance through planned behavior.https://doi.org/10.2478/manment-2019-0095behavior predictionplanned behaviorcustomer orientationgas industrym12m14m31 |
| spellingShingle | Hasanbarog Zhila Mahrooz Rasouli Eshaq Ardabili Farzad Sattari Azadi Behnam The Role of Planned Behavior in Predicting Customer Orientation Management behavior prediction planned behavior customer orientation gas industry m12 m14 m31 |
| title | The Role of Planned Behavior in Predicting Customer Orientation |
| title_full | The Role of Planned Behavior in Predicting Customer Orientation |
| title_fullStr | The Role of Planned Behavior in Predicting Customer Orientation |
| title_full_unstemmed | The Role of Planned Behavior in Predicting Customer Orientation |
| title_short | The Role of Planned Behavior in Predicting Customer Orientation |
| title_sort | role of planned behavior in predicting customer orientation |
| topic | behavior prediction planned behavior customer orientation gas industry m12 m14 m31 |
| url | https://doi.org/10.2478/manment-2019-0095 |
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