Author:
Chipulu Max,Ojiako Udechukwu,Marshall Alasdair
Abstract
Purpose
– The purpose of this study is to examine whether individual demographic and socio-cultural factors affect actions taken by consumers in relation to ethical violations and failure (or perceived ethical violations and failure) by service operations firms.
Design/methodology/approach
– Data collection was undertaken over a two-year period, from 2011 to 2013, and involved sampling 3,155 respondents from 19 countries. Data analysis was undertaken utilizing hierarchical linear modelling (HLM).
Findings
– Findings suggest that although both individual demographic factors (age and gender) and societal differences do affect ethical actions taken by service consumers, inter-societal cluster variations have a more significant effect on the ethical action than individual demographic differences do.
Originality/value
– For service operations firms, the study findings offer evidence on the need for constant readjustment of service attributes in line with the ethical dispositions of the different demographic and socio-cultural clusters within the consumer base.
Subject
Organizational Behavior and Human Resource Management,Strategy and Management,Business, Management and Accounting (miscellaneous),Business and International Management
Reference86 articles.
1. Abela, A.
and
Murphy, P.
(2008), “Marketing with integrity: ethics and the service-dominant logic for marketing”,
Journal of the Academy of Marketing Science
, Vol. 36 No. 1, pp. 39-53.
2. Al-Khatib, J.
,
Dobie, K.
and
Vitell, S.
(1997), “Consumer ethics in developing countries: an empirical investigation”,
Journal of Euromarketing
, Vol. 4 No. 2, pp. 87-109.
3. Andersen, J.
and
Tobiasen, M.
(2004), “Who are these political consumers anyway? Survey evidence from Denmark”, in
Micheletti, M.
,
Follesdal, A.
and
Stolle, D. (Eds)
Politics, Products and Markets
, Transaction Publishers, Piscataway, NJ.
4. Bagozzi, R.
(2007), “Explaining consumer behavior and consumer action: from fragmentation to unity”,
Seoul Journal of Business
, Vol. 12 No. 2, pp. 111-143.
5. Bandura, A.
(1982), “Self-efficacy mechanism in human agency”,
American Psychologist
, Vol. 37 No. 2, pp. 122-147.
Cited by
7 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献