نقش عدالت در نگرش نسبت به سازمان و رضايت از رسيدگي به شكايات

The Role of Justice on Attitude toward Organization and Satisfaction with Complaint Handling

Background: Justice as a prominent sight of ethical values has inevitable effects on attitudes and perceptions in various domains. Therefore in this research, the role of justice on teacherʹs attitudes toward organization and satisfaction with complaint handling was investigated. Methods: Research method was structural equation modeling and statistical population were male and female teachers who were employed in high schools in Esfahan city. From the above statistical population, 246 teachers from schools of different regions were selected using convenience sampling method to respond the research questionnaires. Research instruments included questions: interpersonal justice with 4 items, informational justice with 5 items, procedural justice with 7 items, distributive justice with 4 items, satisfaction with complaint handling with 3 items and attitudes toward organization with 10 items. Data was analyzed using structural equation modeling and mediated regression analysis. Results: The results of mediation regression analysis showed that satisfaction with complaint handling and procedural justice, played a replaceable mediation variable role for each other in relation with attitude toward organization. Structural equation modeling also revealed that there are not direct relations between interpersonal and informational justice with satisfaction with complaint handling and attitude toward organization, but procedural justice has indirect effect on attitude toward organization through satisfaction with complaint handling. Finally distributive justice has direct effect on attitude toward organization. Conclusion: The results of this research offer a specific model for the role of justice dimensions on satisfaction with complaint handling and attitude toward organization. In summery, distributive justice has direct role on attitude toward organizations, but procedural justice has indirect role on attitude toward organization through satisfaction with complaint handling.