“The study of personnel and customers’ perception of organizational justice”

Authors

1 Associate professor of management faculty of University of Tehran

2 M.A. student of management faculty of University of Tehran-Qom College

Abstract

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

Keywords

Interdisciplinary Journal of Management Studies (Formerly known as Iranian Journal of Management Studies)
Volume 2, Issue 2 - Serial Number 642936
Iranian Journal of Management Studies
June 2009
Pages 97-113

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