The Role of Organizational Intelligence of the Employees in Customer Relationship Management in Medical Sciences of Mazandaran University

This research investigated the role of employees’ organizational intelligence in communication management with their customers in Medical Sciences University of Mazandaran. The statistic community of the study is all of the official employees in Medical Sciences University, and 70 persons participated in this research as a sample. Data collection tools were Standardized questionnaires of Albrecht (2002) organizational intelligence, with 7 variances which include 18 closed answer questions, questionnaire of communication management with customer by Ocker and Mudambi (2002) in three aspects and each aspect included 3 measure and generally 38 questions which each one investigates the present and ideal condition of communication management with customer. In this research descriptive statistics is applied for demographic information, inference statistics like Kolmogorov-Smirnov for testing the normality of the research variances, and different tests including Pearson correlation, variance analysis, variant single t tests and independent t. The results show that there is a direct and significant relation between the employees’ organizational intelligence components and communication management with customer. That is the improvement in the employees’ organizational intelligence components leads to improvement in communication management with customer.

Organizational intelligence, Communication management with customer, Official employees