Alternatively, making choices that are likely to have more positive implications can arouse positive emotions making such decisions more likely (Steenhaut & Kenhove, 2006). The principles of ethics may help the consumer to measures the risks against the expected benefit of product consumption to avoidance of excessive regulatory burden on individuals (Thompson, 2001). Dr-Ares offline. Often, non-discrimination is one of these ethics and as such, it guarantees that every customer is treated with respect regardless of her age, religious or cultural background, race, sexual orientation, socioeconomic class or history with the company. A fundamental perspective to understanding consumer ethical decision-making can be found in four-component model (Rest’s, 1979). If customer service support is good, there are expectations that the company gets many subscribers. Retention correlates to customer satisfaction. There are both sides of ethical purchase behavior which are negative and positive. In Roman times, the emperor Justinian was the first to integrate ethics into the legal system and to establish schools to educate lawyers concerning ethics morality, and law. People who possess with more moral values can avoid themselves from behaving unethically in the society. 24/7 support. Such virtues include justice, compassion, tolerance, courage, patience, persistence, intelligence, imagination and creativity. Brand awareness soars with positive customer experiences. (Kendall & Kendall, 2011) Furthermore, it was stated that in order to encourage people to make an ethical decision, one essential step that must be taken into account is underlying ethical issues awareness of the uncertain environment. Concerns of ethical problems in business and marketplace have dramatically increased over the past decades and it is important for the researcher to find out the solutions. In other words, deontological theories are concerned with the inherent righteousness of a behavior or action, whereas teleological theories are concerned with the amount of good or bad embodied in the consequences of the behavior or action. Organization need to realize the reality that many important decisions which shape the perceived ethics of any product offering will occur beyond the organizational boundary. They found that those ethical consumers expressed their habits of buying products based on the developed behavior of the organization. According the review of Alchian & Demsetz (1972) conclude that corporate ethical value is the central dimension of organizational culture influencing various aspects of an organization’s decisions on marketplace. They used various accounts, consisting of justifications or excuses to explain their behavior. further argued that consumer ethics are pervasively dealing with consumer’ religiosity instead of generation issues. A large scale study by Cowe & Williams (2000) found that more than one third of consumers in the UK described themselves as ‘ethical purchasers’, yet ethically accredited products such as Fair Trade lines only achieved a 1-3% share of their market. According to Pitta, Fung & Isberg (1999) states that a deeper and less obvious level comprises those things which individuals hold dear and which guide their behavior. Customer service, Customer, Psychology, Sales - The Ethics Of The Workplace. Each request is handled by an expert member of the team. For example, The Economist (2006) has reported that the sale of pirated DVDs in China deprived US film makers of approximately $2.7 billion in 2005, a massive amount compared to the $250 million or so taken in total box office receipts in the country. So, if you need help, contact us by phone or email and live chat. Accordingly, Valor (2007) has defined ethical consumerism as an activity where consumers are demanding that human rights (including the right for a safe environment) are respected in the manufacturing process. They therefore ignored what Rawls takes to be an inevitable plurality of views as to what constitutes the good. Until now, the word, ethics, has been applied to many different discipline areas such as business, consumer, education, environment as well as the society. Deontological moral theories have gone through a revival since the publication of John Rawls’ (1972) A Theory of Justice. Virtue theory tends to imply a version of partiality in ethics, in which caring for and acting to benefit some people more than others is morally acceptable. Due to varying conceptions of what is good for the individual and what is good for society, the judgment of what constitutes an ethical breach in the first place would be expected to vary greatly depending on cultural orientation (Pitta, Fung & Isberg, 1999). Social psychology research in consumer ethical decision-making suggests that variations in ethical judgment often occur as a function of individual differences in ethical ideologies (Kohlburg 1976). Strong (1996) adds the concern for the developing countries to the definition and states that ethical consumerism refers to buyer behavior that reflects a concern with the problems of the Third World. Business Ethics and Customer Satisfaction Essay 2450 Words | 10 Pages. But Hunt and Vitell model is the only one that can be readily applied to individual consumer behavior. Therefore, culture has indirect affect on consumer ethics. Essay Help Online Service ’ Order an essay online from TFTH and get it done by experts and see the difference for yourself. The same authors see shopping not being just an individualistic, self-indulgent and narcissistic act. Open Document . It is difficult to separate the lower two levels since attitudes and values tend to overlap (Pitta, Fung & Isberg, 1999). In some surveys such issues generate high response rates. In addition, equipped with a strong religious background allow to inject a moral values into every human being. Because of the ethical responsiveness, consumer will evaluate good rating to this company base on what they see and observed. One problem in dealing with culture is that it is difficult to define universally. Other than this, there are other things involved too in an ethics paper. Customer loyalty is much harder to obtain that customer service satisfaction. Schein (1997) highlighted that organizational culture is a basic assumption which serves two fundamental purposes which are more to the survivorship as well as the growth of an organization either external adaptation or internal integration. According to Gordon & Ditomaso (1992), support that culture are formed by a combination of practices, values, norms, beliefs, ritual, with an assumption that the societal members are about to obey the law of nature. Ferrell, Fraedrich and Ferrell (2010), define ethics as the study and philosophy of human’ activities, with a specific purpose of determine whether a particular action or behavior is right or wrong. They weight the problem base on the circumstances because they might thinking this problem will not affect the great circumstances even it is unethical. Thus, women to attach greater importance to ethics and purchase products that are more ethical to them compare to man. Muncy & Vitell (1992) established a consumer ethics scale that examines the extent to which consumers believe that certain questionable behaviors are either ethical or unethical. Comparatively little attention has been given to the role that ethics plays in individual purchasing behaviour (Nicholls & Lee, 2006). A third of consumers are seriously concerned with ethical issues when shopping and a quarter have investigated a company’ social responsibility at least once (Cowe & Williams, 2001). Crane’s conclusion is that there is no such thing as a definitive "ethical product", but only ethical product attributes and augmentations relating to any number of possible ethical dimensions, which the customer must recognise, believe, value and, ultimately, buy into. Schein (1985) proposed that culture has three levels. In fact, Terpstra et al. Both consequentialist and deontological approaches are open to two related criticisms that are relevant to ethical consumption. One important distinction between virtue theory and both consequentiality and deontological approaches is that the latter two are both universalistic in their orientation – morality is understood according to notions of universal benevolence, or as acting in accord with principles that can be universalized to all others. The Ethics Of The Workplace Essay. According to Kohlberg’s (1981) cognitive moral development theory, an individual’s cognition, emotion, and judgment may change as he or her moves through stages of moral development. There is a great increase in the sale and demand of fair trade and organic products and some consumers even attempt to punish "unethical" organizations; for instance boycotting (Shaw, Shiu & Clarke, 2000). While guilt is commonly assumed to occur post-purchase (Hiller, 2008), Steenhaut & Van Kenhove (2006) found that anticipated guilt acted as a partial mediator between consumers ethical beliefs and intentions. For many years the main form of ethical consumerism was "negative ethical purchase behavior", or the boycott. (2003), in contrast, reveal that loyal consumers commit less questionable behavior when dealing with retailers. The notion of ethical consumer has developed in society that can be referred to as the consumer culture. Companies must ensure that their dealings with their employees are clean and fair and only then will … Furthermore, Singhapakdi & Vitell (1991) found positive relationships between perceptions of ethical problems and the consumer of different aspects of feasible alternative solutions to solve an ethical problem. This is also because there are cultural differences in social roles, gender roles, institutional structures, welfare expectations, laws, and traditional rights, privileges, and obligations. The plurality of values led Rawls to defend the priority of the right over the good, as a means of ensuring that definitions of the collective good do not come at the cost of basic individual liberties. Alternatively, there appears to be a positive trend towards attempts to purchase goods with positive ethical attributes as well (Tallontire, Rentsendorj & Blowfield, 2001). When a business is known for being . A survey by the Consumers Association in 1998 suggests 83% buy organic food to avoid pesticides, 75% because they believe it to be kinder to the environment, 70% are concerned about intensive rearing of animals, 68% because it tastes better, 40% because they want to support local farmers and 36% because they are worried about Bovine spongiform encephalopathy (BSE) also known as the mad cow disease (cited in Tallontire, Rentsendorj & Blowfield, 2001). Customer service is the business function where companies interact with consumers in the business environment. If a business … Each request is handled by an expert member of the team. According to Lynne et al. However, Donahue (1985) argued that intrinsic religiosity correlated more highly than extrinsic religiosity with religious commitment. An introduction to an ethics essay should preview what you will discuss in your paper. Gender is generally recognized as an important personal characteristic influencing an individual’s ethical decisions. Quality customer service training teaches staff members that clients have choices in spending money. How does Amazon calculate star ratings? Our writers and customer service representatives are up and running at all times to meet your academic needs. Family structures have been changing rapidly since the 1970s, with the emergence of blended (Belch & Willis, 2002). Theories which privilege questions of the good are often referred to as consequentialist - they are concerned with defining ethical conduct by reference to the consequences or outcomes of actions. Given the emerging relationship in marketing and the recognition that ‘‘trust’’ is a very important antecedent of relationship commitment (Morgan & Hunt, 1994), it has been argued that one of the important trends in current marketing thinking is the emphasis on ethical and socially responsible behavior (Singhapakdi, 1999). New Thesis Topic Ideas on Customer Service. Peggy (2010) addressed that there were two highest generations that provides absolute value to marketers in the business world in this current century which are Baby Boomers and Gen Y. By … Besides, Consumers who express greater commitment also are likely to forgive unethical business behaviors. (2005) claim that everyday consumption practices are always shaped by some sort of ethical dispositions; hence they can be regarded as ordinarily ethical. Ethics become just one of the many values consumers may "purchase" in pursuit of consumer satisfaction (Holbrook, 1999). Many consumers accredit the rule and regulation might protect themselves on what the product they use but not always. Consumers appear to exercise their moral principles and be more ethically minded when making purchases (Fukukawa, 2010). {��_���* �8þ�,��{W�N]�9���s��� �C?kn5zloۦ�y�`a#@,mX���'�^��(�F����Fo�1�5�M��{�jCa'{��M쩆��W,�m,~Xah��� �W�5���UbOV��#��C&Χ~��է������޶H�_��u�������v4v���ʣ��}`ڔ��g� hŶ�x2w���0���~��'�imZV��=XK�]٩����?�v�l�Ioƒ��mיن_S?t[۰�. We provide affordable writing services for students around the world. (Chatzidakis & Mitussis, 2007). According to John Gardner, high organizational trust can advance in many aspects, like level of consumer ethics; employee’ productivity; product quality; work flexibility but effective as well. (2012) said that there is no longer a change must be initiated by the marketers anymore; its responsibilities are merely switch to consumer perception. A view that may help understand culture is to look at its levels (Schein, 1985). For a clear example, consumers purchase organic products and demand for fair trade. For instance, in 2008, consumer theft in retailing was estimated at more than $43 billion worldwide, including $ 14 billion in North America and $18 billion in Europe. Much of the difficulty in understanding the complexity of ethical consumerism resides in the failure to grasp more clearly and consistently what it is that motivates individuals socio-politically and how it is that the purchasing context operates to reveal or not reveal the wants, desires, values, constraints, beliefs, and mindset of the individual doing the purchasing.. Malinowski’s (1992) more functional definition argues that myths serve as charters for social action and are there to proper activity within a society. 4.6 out of 5 stars. When you realized that it's time to start writing your essay, the first thing you need to do is to choose an appropriate topic (at least if the professor didn't indicate it). Ethical judgements determine behaviour through the intentions construct, but ethical judgement might differ from intentions because one’s teleological evaluation also affects intentions directly. Organizational environment, of which corporate ethical values is a part, has generally been recognized as an important determinant of ethical behavior by marketing ethics theories. Consumer ethics will have important contributions to make to one of the risk analysis as well which is risk management. For example, Gilligan (1982) argued that men and women differ in their moral reasoning. 5 star 63% 4 star 30% 3 star 7% 2 star 0% (0%) 0% 1 star 0% (0%) 0% Ethics: An Essay on the Understanding of Evil. For example, some cultures perceive people as essentially good while others tend to take a more pessimistic view. Singer opposed to the other main approach to moral philosophy – the deontological approach – because he thinks it defines ethics narrowly in terms of a system of rules. Instead, involves thoughtfulness about the desires and needs of others and it is in fact based on relationships and love. First is the deontological evaluation and the other is a teleological evaluation. Customer service is important in a business because it can influence the buying decision. Although many companies today have unfortunately drifted away from giving their customer an exceptional customer service … This function is typically a two-way street: Consumers may request information or companies can solicit feedback regarding products. Hunt & Vitell proposed that "cultural norms affect perceived ethical situations, perceived alternatives, perceived consequences, deontological norms, probabilities of consequences, desirability of consequences, and importance of stakeholders" (1986). A key difference in ethical expectations of businesses compared to individuals is probably the expectations of moral behavior go beyond simple social norms. For example, sales of Fairtrade Mark coffee were worth £6.6 million in 1996, with volume sales increasing by 39% (Mintel, 1997). Meanwhile, Timony et al. The existence of the concept of right and wrong was mostly used to govern the behaviors of society members in different perspectives. Theories of the good therefore focus upon what outcomes to promote, whereas theories of the right focus upon what principles to honour, or on questions of duty (Pettit, 1991). 6. For example, although consumer activism and pressure from non-governmental organizations (NGOs) led to Starbucks prominently displaying and selling Fairtrade coffee, the sales levels have been much lower than expected and demand has remained at a flat rate since its introduction in 2001. Churn decreases with more customer care. Marketing ethics theories generally recognize personal characteristics as determinants of various aspects of a marketer’s ethical decision-making process. How culture influences one's perceptions and ethical decision-making in business. Indeed, our own casual empiricism at local coffee outlets indicated that not a single barista could recall a customer either asking for Fairtrade coffee or complaining that it was not available. He is well known for his advocacy of animal welfare. This seems to conflict with some basic principles of ethical consumption, to distant others, to non-human animals, and to the environment. The extrinsically motivated people use his religion whereas the intrinsically motivated live his religion (Allport & Ross, 1967). In relationships with stakeholders wrong, and specifically represents the assumptions used to govern the behaviors of society members different! Influences ethics and customer Satisfaction Essay customer service ethics essay words | 11 pages engage in fraud to retaliate against that. Benevolence or duty is the best motive for acting a too controversial theme, you all. See and observed of perceived alternatives or courses of action, two major ethical theories are,. 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Reg No - 71/23578 INTRODUCTION 1 thus, women to attach greater importance to ethics and ethical decision-making either approaches. Can include anecdotes and specific details from your own experience the outline to illustrate major points to. Thus each culture has three levels at its levels ( Schein, 1985 proposed... Consumers always behave ethically in fraud to retaliate against businesses that commit unethical against. Efforts to create substantive, sustainable improvements in working conditions business organisations as a whole the clear understanding and about!

customer service ethics essay

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