چکیده:
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 personne! 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 to
perceiving the interactional justice.
When reprocessing the research hypotheses, other discussions caught the attention of the
authors, For example it seems that the customers’ susceptibility is not only focused on a fair
relationship among themselves but they also pay attention to the fair relationship of the organiz-
ation with the personnel and others.
Therefore a hypothesis was considered that it seems that people are interested in observing just
behavior toward the others.
Of course it seems that this topic is roughly influenced by the level of maturity and aesthetical
concerns of the observer.
خلاصه ماشینی:
Research on organizational justice is signi fie ant from the respect that most of the decision-making situations of the managers result in injustice in the organization (Lawrence & Devonish, 2007); meanwhile, regarding the influence of people's perception on their behavior, irrespective of real observation of justice, it is this perception of justice that is considered by the personnel.
Regarding the importance of human forces in organizations and their influential roles in the image of the organizations in customers minds, particularly in service organizations, it is necessary to pay attention to the process of perception of justice; because perception of justice or injustice, has a direct influence upon job satisfaction and behaviors of personnel and customers willingness to have relations with the organization (Groth & Gilliland, 200 l ).
The studies conducted regarding distributive justice indicate the fact that results-based perception of justice affects the attitudes and behavior of people (such as job satisfaction, organizational commitment, performance and leaving of organization) (Ambrose, 2002).
Lind and Tyler ( 1988) found out that the chance to express the opinions is the most reliable variable for realization of procedural justice; this means that people show more favorable response to those procedures that provide practical freedom :';_:; expressing opinions and presenting information in the process of decision making, and this increases the probability of perceiving the fairness of results (Richard, 2002); in other words, when personnel consider the system procedure as just and fair, it is more probable that they perceive the results as fair, too, even when the results arc not profitable for them (Bhal & Ansari, 2007).