Psychological Pathology
Vahid Sharafi; Hoda Shahoseini
Abstract
The purpose of this research is to investigate the impact of employees' destructive behavior on customers' deviant behavior. This research is applied in terms of purpose and descriptive-survey in terms of nature of the method. The statistical population of the research includes the customers of National ...
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The purpose of this research is to investigate the impact of employees' destructive behavior on customers' deviant behavior. This research is applied in terms of purpose and descriptive-survey in terms of nature of the method. The statistical population of the research includes the customers of National Bank branches in Ilam, according to Morgan's table, 384 people were selected for the research sample. The data collection tool in this research is a standard questionnaire whose validity has been confirmed by expert professors and its reliability using Cronbach's alpha coefficient. Lisrel software was used for data analysis. The results show that the destructive behavior of employees has a positive and significant effect on the deviant behavior of customers in the branches of National Bank of Ilam. Also, the dimensions of employees' destructive behavior are: violation of laws, corruption of employees, lying to customers, retaliatory behaviors and aggression at work also have a positive and significant effect on customers' deviant attitudes in branches of National Bank of Ilam.
Vahid sharafi; Hoda Shahoseini
Volume 7, Issue 2 , September 2021, , Pages 69-96
Abstract
The aim of the current research is to "identify and rank the factors affecting customers' anger towards banks". The research method used is the mixed research method. The current research is an exploratory research (qualitative-quantitative) and it is practical from the point of view of the goal. Delphi ...
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The aim of the current research is to "identify and rank the factors affecting customers' anger towards banks". The research method used is the mixed research method. The current research is an exploratory research (qualitative-quantitative) and it is practical from the point of view of the goal. Delphi technique has been used to extract the conceptual model of the research in the qualitative part. The statistical population in this section was 12 experts (university professors and bank specialist managers) in Ilam city. After going through two stages, seven criteria were extracted as influencing factors on customer anger. In the quantitative part, for the ranking of Bank Melli branches based on the criteria derived from the Delphi technique, the Aras Gray technique and the opinions of three experts have been used. The results show that Bank Melli Central branch has the most signs of customer anger and branch number 7 has the least customer anger. Considering that the biggest cause of customer anger is the inappropriate quality of the result, improvement in this field can significantly reduce customer anger.