Presenting a Pattern for Comprehending the Cost of Misbehavior of Staffs in Banks' Branches

Abstract

This study intended to present a pattern for comprehending the cost of misbehaviors of staffs in banks’ branches, by qualitative Approach and grounded theory. The population of this study was the staffs and managers of bank branches in Ilam city. By applying purposeful model of sampling, 40 person were selected from total population. Semi-structured interview and profound interview were used to collect data from the participants. For assessing the quality of the data, different methods were used, such as participatory research, triangulation, and the review process. Qualitative approaches were used for analyzing the data. The findings of this study showed that misbehavior of staffs in the proposed pattern have the following dimensions: Time theft, ethical issues, discrimination, and work issues. The causes of this pattern are factors, such as customer behavior, individual factors, internal organization, and outsourcing factors. In addition, the environmental factors of this pattern are demographic factors, socio-cultural conditions, and the bank's requirements. This study suggested some strategies for reducing misbehaviors in banks, including: Health factors, redesigning, motivation, empowerment, and human resources management. According to this pattern, the costs of the misbehaviors of staffs have to do with the cost to the organization, the perpetrator, colleagues, customers, and ultimately the entire community.

Keywords

• misbehavior”
• “the cost of misbehavior’s of staffs”
• “bank branch staff”