رابطه ی شناخت عدالت و رفتارهای مشتری مداری در پرستاران

Introduction: Fair distribution of wage, benefits and reward also considering justice in decision making is an influential factor on nurse’s behavior toward patients and customers. The main purpose of this research was to determine relationship between perceived distributive and procedural justice, and customer-oriented behavior in nurses. Methods: This is a correlation (path analysis) cross - sectional study. Statistical population is people occupied in remedial centers and hospitals affiliated of Medical sciences University of Isfahan (spring and summer, 2007) From 478 male and female nurses selected using simple random sampling. Two questionnaires for assessment of perceived distributive and procedural justice, and one for assessing the nurses’ customer - oriented behavior are used as data collecting tools. Data analyzed using of SPSS software for descriptive and inferential statistics. Results: Nurses’ perception of distributive and procedural justice in hospitals was weak, below the average. There was a positive significant relation between perceived distributive and procedural justice with customer - oriented and perceived distributive justice and perceived procedural justice among nurses. Only perceived distributive justice has effect on customer - oriented and perceived procedural justice has effect on customer - oriented through perceived distributive justice. Conclusions: The nurses’ behavior toward patient and customer was influenced by consideration of justice in wage, benefits and reward along with work schedule. In other side when nurses’ perceived that procedures in hospital are fair and justified try to behave positively toward customers.