文章基本信息

标题：“The study of personnel and customers’ perception of organizational justice”
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作者：Ali Asghar Pourezzat ; Parvaneh Zeinali Someh
期刊名称：Iranian Journal of Management Studies
印刷版ISSN：2008-7055
出版年度：2009
卷号：2
期号：2
页码：97-113
DOI：10.22059/ijms.2011.23393
出版社：University of Tehran * College of Farabi
摘要：Observation of justice is one of the most important indexes influencing satisfaction of the personnel of an organization so that perceiving injustice will result in the personnel dissatisfaction thereby leaving negative influence on their performance [38]. This situation also influences the customers’ satisfaction in the service organizations where the personnel have direct and face-to-face contact with customers; particularly perceiving interactional justice from the personnel behavior helps the organization to maintain its customers and provides the grounds for survival and long-term profitability of the organization.
Emphasizing the concept of justice and its influence on efficiency of service organizations in obtaining customers’ satisfaction, this article leads us to understand that in addition to a positive relationship between perceiving justice and job satisfaction, there is also a relationship between perceiving justice and customers’ satisfaction; meanwhile personnel are more susceptible to distributive justice than to interactional justice, although the customers are more susceptible