International Journal of Business and Social Science

ISSN 2219-1933 (Print), 2219-6021 (Online) DOI: 10.30845/ijbss


Investigating the Relationship between Perception of Justice and Customer-Oriented Boundary Spanning Behaviors
Ali Mollahosseini, Asadollah Karnama, Mahtab Sadat Layegh Mirhosseyni

Service offering organizations in today's complex and competitive world, haver much effort to attract customers and communicate with them. In this context, employees have a vital role in attracting customers. Perceptions of justice in employees is one of the behavioral issues that influences the way employees behave. This study intends to investigate the effect of justice (distributive, interactional, procedural) on the customer-oriented crossborder behavior of the employees (outer face, the inner influence and offering services). The community Studied in this research are the employees of branches of Mellat bank in the city of Kerman. Data were collected through a questionnaire. The results of the study states that perception of justice has a meaningful effect on external prestige and internal influence the effect of perceived justice on the behavior of offering services is negligible.

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