عنوان مقاله [English]
The aim of this study is to identify dimensions and components of organizational citizenship behavior in tourism industry. Approach of This study is qualitative and quantitative and content analysis and Fuzzy Delphi techniques are used in this research. First the schemes for the coding process had been designed. By research progress codes, sub-categories, the categories and the main themes refined and new codes and sub-categories added as its necessities. The validity of results tested by partial and final control with the principles of content analysis. 14 known models were selected to conduct the research. Using previous theories and tourism studies, component that fit the conceptual definition were extracted. In the second phase questionnaire aimed at gathering opinions of experts using fuzzy Delphi method was designed. According to the consensus of experts in the third round of Fuzzy Delphi process, 12 components of the final model presented in two dimensions (organization-oriented or personal-oriented and developmental or protection) and four areas (guard, servant, guide and pioneer). Advocating individual initiative, compliance, courtesy and civic virtue that were identified in previous studies were placed well in this context. Although the components have borrowed from former theories, but were reformed to fit the model. More frequent categories such as compliance, civic virtue and inter-personal helping reflects the genuineness of these components in former measures that also they are able to remain on later measures.