Pages: 75-86

Abstract

The objective of the study is to examine the influence of intercourse justice on customer - oriented behaviors, through the intermediary variables. The model of this study, has been designed using variables such as intercourse justice (interactive), the coordination of customer - employee, self - efficiency and customer-oriented behaviors. research methodology of the study; regarding objective, was functional and in terms of research method, it is a correlational study, that by the use of questionnaire and survey methods, the required data was collected among employees of the branches of Mehr Iran Savings Bank in Yazd province. 77 acceptable questionnaires were collected and the data was analyzed using the spss18 software and structural - model equations through partial least squares method has been used to confirm the relationships between variables and elements of the study. And Smart PLS software has been used to test the hypotheses. Also using the Baron, Kenny’s method and the assumed role of mediator variables have been investigated. The result of the study has shown that intercourse justice (interactive) has significant relationship with the coordination of customer- staff and self – efficiency. Also, the coordination of employee – customer and self - efficiency has a significant impact on customer - oriented behaviors.