Design and Validation of the Organizational Civilization Model with an Approach to Achieving Good Governance in Service-Oriented Government Organizations of Tehran

The present study was conducted with the aim of designing and validating an organizational civilization model with an approach to achieving good governance in service-oriented government organizations in the city of Tehran. The research method used in this study was mixed (qualitative and quantitative). In the qualitative phase, data were collected using semi-structured interviews and a researcher-developed questionnaire. The qualitative sample consisted of 15 experts from Tehran, selected through purposive non-probability sampling, and in-depth interviews were conducted with them. The quantitative phase sample, used for model validation, included managers, supervisors, and experts in Tehran’s service-oriented government organizations. Based on Cohen's power analysis rule and using the G*Power software, a sample size of 130 participants was estimated, and the research questionnaire was distributed among them. The qualitative data were analyzed using MAXQDA software, and quantitative analysis was performed using the Partial Least Squares (PLS) method through SMART PLS software. The results revealed that the causal conditions—namely, the need for transparency and accountability in government organizations, increased citizen participation in decision-making and governance processes, and the legal and regulatory requirements governing public institutions—affect the central phenomenon (organizational civilization). The central phenomenon, along with contextual conditions (the structure and performance of oversight institutions and the communicative culture and norms within the organization) and intervening conditions (lack of transparency in decision-making processes), influences strategies and actions (a strategic approach to realizing organizational civilization). Ultimately, these strategies and actions lead to outcomes such as increased public satisfaction with government services and the realization of good governance.