نوع مقاله : مقاله پژوهشی( کیفی )
نویسندگان
1 گروه مدیریت بازرگانی، واحد امارات، دانشگاه آزاد اسلامی، دبی، امارات متحده عربی
2 گروه مدیریت بازرگانی، واحد علوم و تحقیقات، دانشگاه آزاد اسلامی، تهران، ایران
3 گروه پزشکی، دانشکده مدیریت و اطلاع رسانی پزشکی دانشگاه علوم پزشکی ایران، تهران، ایران
کلیدواژهها
عنوان مقاله English
نویسندگان English
The aim of this study is to identify the dimensions of customer misconduct and its costs in the banking industry. The research method is applied with a phenomenological approach in terms of its purpose and qualitative in terms of its implementation method. The statistical population of the study includes 21 bank front desk employees in Tehran. The sample size was carried out with a purposive sampling method and the interviews continued until theoretical saturation was achieved. Semi-structured interviews were used to collect information. Coding and content analysis method of Maxqda software were used to analyze the data. The research findings include four overarching themes and eleven organizing themes. The theme of customer misconduct consists of two sub-themes of non-communicational misconduct and communicational misconduct, and the costs of misconduct include three overarching themes: supervisor response, short-term response, and long-term employee response. Short-term response consists of two sub-themes of physiological and behavioral response and emotional response; The supervisor's response consists of two themes: punitive response and supportive response towards employees, and long-term responses consist of five sub-themes: individual success analysis, personality analysis, emotional analysis, intention to leave the job, and job stress. The validation of the coding and the research findings were supported by positive feedback from the participants. Therefore, customer misbehavior imposes costs on banks and involves service employees in various harms and unproductive behaviors.
کلیدواژهها English
