This research aimed to evaluate the relationship between justice and perception of positive and negative affect, customer dysfunctional behavior and customer citizenship behavior among the high school students. For this purpose, 306 high school students were selected randomly. Data collection were done using the questionnaire of distributive justice by Blodgett, Hill and Tax (1997). Procedural justice has been measured through the three items adapted from Maxham and Netemeyer (2002) and Voorhees and Brady (2005). Moreover, interactional justice has been measured using the three items adapted from Chory-Assad and Paulsel (2004). Also the positive and negative affect have been measured through the six items of Izard (1991) and Vatsoon and Clark and Tellegen (1998) and the citizenship behavior has been measured using the seven options proposed by Bettencourt (1997). Finally, customer dysfunctional behavior has been measured using the eight items adapted from Lee and Allen (2002). Data analysis were done using Pearson correlation coefficient and structural equation modeling. The research results showed that the correlation coefficient between the distributive, procedural, and interact justice with positive and negative affect is significant. Also the relationship between justice and positive and negative affect with customer citizenship behavior and customer dysfunctional behavior was significant. Furthermore, structural equation modeling showed that customer positive and negative affect has a mediation role in the relationship between distributive and procedural and also interactional justice with customer citizenship behavior and customer dysfunctional behavior. The results indicated that perception of fairness leads to affect and then it leads to citizenship behavior and dysfunctional behavior of students’ performance.
خلاصه ماشینی:
"روش پژوهش با توجه به اینکه هدف پژوهش حاضر تعیین روابط علی ادراک از ابعاد عدالت و عواطف مثبت و منفی مشتری با رفتارهای شهروندی و بدکارکرد مشتری بود، از نظر هدف کاربردی و از نظر روش گردآوری دادهها توصیفی-همبستگی و از نوع مدلسازی معادلات ساختاری است و جامعة آماری آن را تمام دانشآموزان دختر و پسر سال سوم و پیشدانشگاهی شهر گلپایگان با حجم 1607 نفر بوده است که ابتدا براساس جدول کوهن، مانیون و موریسون (2000)، 306 نفر برای حجم نمونه تعیین شدند؛ سپس به شیوة نمونهگیری تصادفی طبقهای متناسب با حجم و به نسبتی که در جدول 1 آمده ابزارهای اندازهگیری پژوهش بین مشارکتکنندگان توزیع شده است.
مدل معادلات ساختاری رابطه بین عدالت توزیعی، رویهای و تعاملی و عواطف مثبت و منفی با رفتار شهروندی و بدکارکرد از معناداری مناسب برخوردار بوده که در جدول 4 گزارش شده است.
بحث و نتیجهگیری رابطة بین ابعاد سهگانة عدالت توزیعی، رویهای و تعاملی با عواطف مثبت و منفی مشتری با رفتار شهروندی و بدکارکرد مشتری بر اساس یافتههای این پژوهش تأیید شده است.
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