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d by employees impacts customer satisfaction, which, in turn, influences an organization's ability to attract new customers, retain existing customers, and cross-sell and up-sell products/services (Bolton & Tarasi 2006). To improve employees' service quality and customer satisfaction and to reap the economic benefits associated with satisfied customers, a growing number of organizations are implementing customer relationship management systems to support employees' service activities (Goodhue, Wixom, & Watson, 2002; Hsieh, Rai, & Xu, 2011) Good communication is one factor that has been found to affect job satisfaction (Scott, 2005), due to this; the researcher proposed the definition of good communication in the current study as communication effectiveness, which has a relationship with job satisfaction.

 

Procedural justice

 

According to Constantine, Claire and David (2008) procedural justice refers to fairness in procedures and perception of the way in which decisions are taken in any organization. Perceptions of procedural justice have been shown to be critical for many organizational variables (Cropanzano & Greenberg, 1997). Organizational justice includes the perceptions of employees related to the rewards, results, decision making and participation in decision processes. Paying attention to procedural justice issues seems crucial for managers. However, globalization and the increasing diversification of the workforce pose many challenges for managers working with subordinates from different cultures.

 

Tyler and Lind (1992) argued that individuals use procedural justice judgments to evaluate the quality of their relationship with groups and authorities. Employees have significant roles in various decision making processes in the organizations. It is sometimes questioned whether the decisions towards employees are fair or not (Colquitt et al., 2001). Employees are interested in procedural justice and they try to understand the procedures ending up the decisions made. According to Folger (1989) procedural justice is the perception of the processes which are used to determine the decisions. Employees from different socio-cultural backgrounds will bring different expectations and value systems to their work, which may well lead to different career aspirations and work motivations. They may also have different opinions in the way that they perceive and react to their organizational environments.

 

The study of Lambert (2003) assessed at the impact of procedural justice on employee job satisfaction and found that it has significant positive impact on employee satisfaction level. Dailey and Kirk (1992) in their study emphasis the need of procedural justice to retain and keep employees satisfied. Furthermore, there is reason to believe that absence of procedural justice may lead to dissatisfaction and quitting trend in employees. 'Procedures are described as fair when they offer reassurance that the person will not be excluded from the group or relegated to second-class status, with accompanying diminution of s本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。