Document Type : Original Article
Authors
1 PhD Student, Department of Business Management, Emirates Branch, Islamic Azad University, Dubai, United Arab Emirates
2 Associate Professor, Department of Business Management, Science and Research Branch, Islamic Azad University, Tehran, Iran
3 Assistant Professor, Department of Business Management, Science and Research Branch, Islamic Azad University, Tehran, Iran
4 Professor, Department of Medicine, Iran University of Medical Sciences (School of Health Management and Information Sciences), Tehran, 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.
Keywords
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