Empirical analysis of organizational justice towards employee’s customer oriented behavior: A case study of Medical Institutions in Pakistan

Abstract

This study empirically investigates the relationship of distributive justice, procedural justice and
customer oriented behavior in the health care sector of Pakistan. To examine the data, public as well as
private hospitals in Islamabad and Rawalpindi areas of Pakistan were selected. Upper, middle and lower
tiers of the management were targeted so as response received covers all segmented in the sample.
Instrument was devised covering all essential elements of the variables. Elements in the particular were
carefully fixed so as it spells out exact meaning to the query. The results indicate that employee customer
oriented behavior has a significant positive relationship with procedural and distributive justice and in the
environment of Pakistan; the distributive justice has more impact than distributive justice. There is strong
positive correlation between customer oriented behavior (dependent variable) and distributive and
procedural justice (independent variables) which shows perception of justice plays major role in
employee customer oriented behavior. Organization inspiring involvement of employees in achieving
organizational objectives is to ensure distributive justice in order to enhance their performance. It would
engender great satisfaction among employees and loyalty towards organizational goals. Transparency in
all manifestation would develop employee trust upon management and cohesiveness would develop team
work in the organization