جستجوی مقالات مرتبط با کلیدواژه « perceived justice » در نشریات گروه « مدیریت »

Considering the high rate of customer dissatisfaction with banking services, the issue of service recovery is a clear example in the country's banking sector. Service recovery shows the reaction of banks when a problem occurs. This study aims to study the impact of the perceived justice of bank customers on satisfaction with service recovery and post-purchase behaviors. This research is an applied study that was conducted with a descriptive-survey approach. The statistical population is all customers who receive banking services (unlimited population), from which a sample of 409 people has been selected as a statistical sample using SAMPLE-POWER software. In this study, an adapted questionnaire was used to collect information. It is worth mentioning that the validity and reliability of the questionnaire were confirmed. The partial least squares technique and SmartPLS software were used to test the hypotheses. The results showed that distributive, procedural, interactive, and informational justice has a positive and significant impact on satisfaction with service recovery; Satisfaction with service recovery has a positive and significant effect on customer trust, recommended advertising, and repurchase intention; Trust has a positive and direct impact on recommendation advertising and repurchase intention; Service recovery satisfaction through trust influences recommendation advertising and repurchase intention; It was also found that satisfaction with service recovery has a positive and direct impact on brand credibility and customer-based brand equity.

Justice as a strategic element in the organization is effective on various dimensions of organizational behavior. Therefore, this study was conducted to determine the effect of perceived justice on gossip at work with the role of moderator of the perceived internal situation in the staff of the Social Security Organization of the Armed Forces of Tehran Province. The statistical population of this study was 300 employees of the Social Security Organization of the Armed Forces of Tehran Province and the sample size was determined using Cochran's formula 169 people, who were selected by simple sampling method. A questionnaire was used to collect data. First, the questionnaire was approved from the perspective of experts in terms of content validity. Since Cronbach's alpha coefficient and combined reliability were higher than 0.7; Therefore, the reliability of the questionnaire was evaluated as desirable. To test the research hypotheses, the technique of partial least squares and Smart PLS software were used. Finally, five sub-hypotheses of the study were confirmed, but the moderating role of perceived internal status in this study was not confirmed. The results of the research indicate that improving perceived justice in the workplace can control the spread of rumors in the organization.

The aim of the present study was to investigate the effect of Psychological Entitlement on cyberloafing by considering the mediation of perceived justice and the moderating role of power distance. The method of the present study is applied in terms of purpose and descriptive-survey in terms of data collection. The statistical population of the study is the employees of government organizations in West Azerbaijan province. Based on simple random sampling, 368 correct questionnaires were returned and the research data were analyzed using SPSS and AMOS software. Standard questionnaires were used to measure research variables. Psychological Entitlement has a direct and significant effect on employee cyberloafing and also indirectly has a significant effect on employee cyberloofing through the mediation of perceived justice and moderation of power distance. The results of research in the field of Psychological Entitlement and cyberloofing have brought innovations and help managers of organizations to understand the impact of Psychological Entitlement on cyberloofing through the mediation of perceived justice and the moderating role of power distance to reduce cyberloofing.

The purpose of this study was to investigate the effect of perceived justice on post-purchase intentions through positive emotions, negative emotions and post-recovery satisfaction of customers of Ansar Bank branches in Golestan province in the second 6 months of 1398. The present research is an applied research in terms of purpose, and in terms of data collection method, it is descriptive-survey and it is also included in the field of causal research. In order to calculate the sample size, Krejcy and Morgan tables were used and 450 people were selected by available sampling method as a sample and a questionnaire was distributed among them that 389 available questionnaires were collected SPSS and Smart PLS software were used to analyze the research data. In the end, the research results showed that justice in the field of financial compensation has a significant effect on positive emotion and post-recovery satisfaction, but there is no significant effect on post-purchase intentions and negative emotions. Procedural justice also has a significant effect on post-purchase intentions and negative emotions and does not have a significant effect on positive emotions and post-recovery satisfaction. Interactive justice also has a significant effect on post-purchase intentions, positive emotions and post-recovery satisfaction. Finally, post-recovery satisfaction has a significant effect on positive emotions and intentions after purchase and has no significant effect on negative emotions.

Given that many service companies are operating today, all of them aim to attract customers by creating a sense of satisfaction and loyalty in them. One of the ways that can be considered as a solution is to improve the provision of services and fix the defects in the types of services that is directly related to customer loyalty.

The statistical population of this study consisted of an unlimited number of applicants. Through Cochran formula, 384 customers and representatives of industrial companies subject to central workshop services were selected as the sample. The validity of the researcher-made questionnaire used to collect the data was confirmed by 15 maintenance engineers.

The findings of the study show that there are various significant effects: defective service on service improvement, service improvement on perceived justice and satisfaction, perceived justice on emotions, loyalty and satisfaction, and perceived emotions and improved satisfaction on loyalty with the mediating effect of satisfaction. However, perceived emotions were found not to have a significant effect on loyalty

The results of this study provide a valuable scientific resource for marketing companies and industrial services.

At some points, organizations might have no choice but to attempt to adjust their staff and sack some. Obviously postponement or avoiding such layoffs in emergency times can be a serious threat to the whole well-being and survival of the business, but doing it the wrong way will also lead to bad consequences and costs. Hence the purpose of this study is to investigate the perception of justice in process of staff adjustment by remaining employees who survived it and its effects on their intention for quitting their jobs regarding their feeling of being guilty as a meditative variable. This paper is carried out by a descriptive-correlational method in which for collecting data questionnaires were used. To reach our purpose, using simple-random sampling method and Cochran's sample volume determination formula, 342 questionnaires were distributed among remaining staff in a company which produces vehicle parts and had done some layoffs recently. Collected data were analyzed by smart PLS software using Structural Equation Modeling (SEM). Results show that staff's opinions about justice in such adjustments have reverse relationship with their feeling of being guilty; in other words, the more these staff find company's layoffs unfair, more do they feel guilty' and as a result, their tendency & willingness to quit their jobs will increase.

The purpose of this study is to investigate the role of moderating variables in the effect of burnout on nurse's organizational cynicism. The present study is descriptive and survey based on the method and is applied one in terms of purpose. Statistical population consist of nurses of the Imam Khomeini Hospital Complex which a sample of them including 120 nurses was selected randomly for participating in this research. Research tools consist of Maslach and Jackson job burnout questionnaire, Dean et al., cynicism questionnaire, Rizzo et al., role conflict questionnaire, Kopelman work-family conflict questionnaire, Tsui et al., perceived justice questionnaire, and Pearce et al., trust questionnaire which filled out by respondents. Data were analyzed through structural equation modeling and AMOS software. The results show that with increasing the level of burnout, nurse's organizational cynicism also increases. Also role conflict and work-family conflict have an increasing moderating effect on this relationship. Results did not confirm the moderating role of perceived justice and trust. Using techniques to reduce and prevent burnout can reduce its destructive consequences, including organizational cynicism. Efforts to eliminate role conflict and work-family conflicts in nurses can also help reduce the outcomes of job burnout.

Today، given the pervasive role of organizations in human lives and the status of justice in Islamic culture، the importance of justice in organizations has become more apparent than ever before. The aim of this research is to offer practical solutions to improve staff performance of University of Tabriz based on organizational justice. The research is applied in terms of objective، and its methodology is descriptive -correlational. The data was collected using a questionnaire. The validity of the questionnaire was confirmed by experts and the questions’ factor analysis and the reliability were confirmed by Cronbach’s alpha coefficient. The results of the structural equations modeling on the data collected from 236 questionnaires completed by the employees of University of Tabriz showed that organizational justice has a direct impact (with path coefficient of 0. 86) and an indirect impact (with path coefficient of 0. 54 and the perceived justice mediating role) on employees performance. It also has a positive impact (with path coefficient of 0. 69) on perceived justice. Moreover، perceived justice (with path coefficient of 0. 79) has a positive effect on employees’ performance. perceived justice structure by path coefficient of 0. 79 has a positive effect on employees performance.

Today, in the rife variable, high-risk and high competition environment, the important message is that polices, practices and tools belong to yesterday,cannot be helpful to success of business and customer satisfaction.In such situations, that competition is merciless,successful enterprises are that through using an effective management with leading innovation or by benchmarking of excellences, can surpass competitors. Undersatanding of determinant factors and consequences of customer satisfaction is important in automotive dealerships. This study is aimed to evaluate on behalf of the customers in MVM automotive dealerships in Kerman on satisfaction and customer citizenship behaviour. Data collected from a sample of 366 individuals from automotive dealership customers. Structural equation modeling was used to test the hypothesis. Results show that understanding of justice, influence customers satisfaction and citizenship behaviour.

The main objective of the present study is to examine the effective factors on customer extra-role behavior e.g. customer citizenship and customer dysfunctional behavior and the results obtained from these behaviors. In the present study it is assumed that commitment, negative affect and perceived justice by customers lead them to extra-role behavior and shape their image of the quality of perceived services.The statistical population consisted of 220 clients of Fars province Agriculture Bank in the thirdquarter of 1390; these subjects were selected by applying simple random sampling. Data collection was conducted through questionnaires and model variables were tested by applying Pearson Correlation as well as Regression and SPSS software.Results obtained from experimental test showed that the management of customer extra-role behavior would be as important as employees; moreover, the organization has to manage customers’ negative affect by eliminating their dysfunctional behavior.