Management Research in Iran

Abstract Relying on the theory of conservation of resources and theory of emotional contagion, the costs and indicators of deviant behavior of customers and the validation of the scale in the banking industry have been identified. Scale development and validation is vital for many fields, especially in social and behavioral sciences. In order to achieve this goal, three stages with nine steps have been taken and samples have been taken in two stages. First, 21 employees were selected in a purposeful manner and their experiences regarding the costs of deviant behavior were collected through interviews and an initial questionnaire was created. After checking the content validity of the questionnaire with the participation of five human resources experts and a preliminary study, the final questionnaire was distributed among 448 employees of various bank branches based on convenient sampling in Tehran and the evidence was analyzed with exploratory and confirmatory factor analysis. The research findings indicate that the costs of deviant behavior include five main dimensions and thirteen components. The dimension of customer misbehavior includes two components: non-communicative misbehavior and communicative misbehavior; The supervisor reaction dimension includes two components: punitive reaction and supportive reaction; The dimension of customer apology includes two components: behavioral apology and verbal apology; The dimension of short-term reaction of employees includes two components: physiological and behavioral reaction, emotional reaction, and long-term reactions of employees include five components: intention to leave the job, job stress, personality analysis, personal success analysis, and emotional analysis.

Abstract The Covid-19 pandemic has brought about dramatic changes in various aspects of people's lives around the world. These changes also affected consumer behavior. In order to be less exposed to the disease, people observed social distancing and took precautionary measures such as wearing a mask and disinfecting hands. The purpose of the current research is to identify the behavioral responses of consumers during the pandemic of Covid-19, buying and consuming food. In order to achieve the goal, a sequential-exploratory mix method was used. In the qualitative phase of phenomenology, 40 interviews were conducted with consumers in Tehran using purposeful sampling. In the quantitative phase, six hypotheses were proposed, and the data were collected through a questionnaire. The results of the research showed that consumers responded in a reactive, coping and long-term adaptation way during the pandemic. Also, these answers do not differ between men and women, different generations and married and single people. The pandemic has changed people's diet and consumers have reduced the consumption of unhealthy foods and switched to eating healthier foods. The Covid 19 pandemic caused significant changes in consumer behavior. Sensitivity to the shopping environment increased during the pandemic. The visiting physical stores less frequently and the consumer's shopping pattern has moved towards online shopping and telephone ordering. The consumers used to buy from supermarkets and stores near their also places of residence, and they stated that after the end of it in the post-Covid era, they would visit them.