Empowerment and Resilience
Farshid Aslani; Mahsa Noori; Atefeh Heshmatzadeh
Abstract
Purpose: Mindfulness is a psychologically appropriate process of paying attention to successful experiences in the present without judgment. The ability to properly control the will, instinct, unconsciousness, and incomprehensibility is a special opportunity to correct past mistakes. In other words, ...
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Purpose: Mindfulness is a psychologically appropriate process of paying attention to successful experiences in the present without judgment. The ability to properly control the will, instinct, unconsciousness, and incomprehensibility is a special opportunity to correct past mistakes. In other words, mindfulness is the correct cultivation of awareness and vigilance by relying on care and taking into account special attention and different experiences in the present without judgment. Correct mindfulness increases the correct functioning of interpersonal-social relations and the efficiency of dealing with various stresses in people and creating correct and appropriate behavior. Customer satisfaction is a special and fundamental concept, and the examination of the positive behaviors resulting from this satisfaction in the company is considered very important, special, and vital; One of the very important factors that can influence the satisfaction of clients is the management of minds and in a special way, mindfulness. One of the organizations that has an urgent need to create client satisfaction is the tax department, and in the meantime, it is very important to use mindfulness and the signs and symptoms that affect improving people's behavior. Meanwhile, taking advantage of the very important component of organizational error tolerance and creativity in controlling the individual's inappropriate behavior and coping with problems and adversities can improve client satisfaction. Since no research with this title has been carried out in the Isfahan Tax Administration and among the employees so far and the very important component of mindfulness in explaining client satisfaction has not been used well and has been neglected, it is necessary to be addressed comprehensively. Based on this, the current research aims to investigate the effect of mindfulness on customer satisfaction with the mediating role of creativity and organizational fault tolerance.Methodology/Design/Approach: The current research is practical in terms of its purpose and the method of carrying out the research is descriptive and survey method. The population studied in the current research consists of all the employees and managers (supervisors) of the Tax Affairs Department in Isfahan City, which included 300 people, and the sample size is 169 people based on the Cochran formula, and stratified random sampling is used. The research tool includes a standard questionnaire.Findings: To analyze and measure the model of this research, data analysis using the structural equation model has been used. The results of the path analysis of structural equations and the Sobel test showed that mindfulness has an effect on client satisfaction with the mediating role of creativity of Isfahan tax affairs department employees with a critical rate of 9.136, which is more than 1.96. Also, mindfulness has an effect on the creativity of employees with a moderating role of organizational error tolerance in the Isfahan Tax Affairs Department with an impact factor of 0.54 and a critical value of 4.47. Based on this, mindfulness affects the creativity of employees in the Isfahan Tax Affairs Department with an impact factor of 0.63 and a critical value of 12.850, mindfulness affects client satisfaction in the Isfahan Tax Affairs Department with an impact factor of 0.23 and a critical value of 0.4 2 and creativity affects the satisfaction of clients in the Isfahan Tax Administration with an impact factor of 0.34 and a critical value of 3.120.Discussion and Conclusion: The results of path analysis of structural equations and Sobel's test showed that mindfulness affects client satisfaction, with the mediating role of creativity of Isfahan tax affairs department employees. Also, mindfulness affects the creativity of employees with the moderating role of organizational error tolerance in the Isfahan Tax Affairs Department. Based on this, mindfulness affects the creativity of employees in the Isfahan Tax Affairs Department, mindfulness affects client satisfaction in the Isfahan Tax Affairs Department, and creativity affects client satisfaction in the Isfahan Tax Affairs Department. Dealing with clients and customers and creating their satisfaction is one of the most important actions that employees should try in this field, which is to use new methods and benefit from creativity and innovations in various work and practical dimensions since it can be the basis of customer satisfaction. Employees should be able to use their creativity to apply their special method to each customer so that they can have a proper understanding and satisfaction to be provided.