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The Impact of Unfair Business Practices on Bank Customers: An Experimental Study

Author

Listed:
  • Volkan OZBEK

    (Balikesir Universitesi, Burhaniye Uygulamali Bilimler Yuksekokulu, Isletme Bolumu)

  • Umit ALNIACIK

    (Kocaeli Universitesi, Iletisim Fakultesi, Reklamcilik Bolumu)

  • Fatih KOC

    (Balikesir Universitesi, Havran Meslek Yuksekokulu)

Abstract

Ethics has become an attractive research topic in the business literature. However, experimental studies probing the relation between business ethics and perceived firm value are relatively scarce. Accordingly, in this study we examined how unfair business practices affect customers’ perceptions about and intentions towards a company. For this aim, we conducted an experimental study on 406 university students. We used an excerpt to manipulate the information about a hypothetical bank’s way of treatment to its customers (neutral vs. unfair). Than, we examined how different types of information do affect prospective customers’ evaluations of firm reputation and their intentions to purchase services from the narrated bank. Data analysis revealed that, providing information about unethical business practices of a firm significantly decreased the perceived firm reputation and intentions to purchase services.

Suggested Citation

  • Volkan OZBEK & Umit ALNIACIK & Fatih KOC, 2012. "The Impact of Unfair Business Practices on Bank Customers: An Experimental Study," Ege Academic Review, Ege University Faculty of Economics and Administrative Sciences, vol. 12(1), pages 23-30.
    • Handle: RePEc:ege:journl:v:12:y:2012:i:1:p:22-30
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    Citations

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    Cited by:

    1. Pranav Kumar & Sany Sanuri Mohd. Mokhtar, 2016. "Ethical Marketing Practices viewed through Consumer Spectacles," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 28(1), pages 29-45.
    2. Henry Egbezien Inegbedion & Emmanuel Inegbedion & Samuel Osifo & Sarah Adeyemi, 2021. "Ethical dilemma at work: the viewpoint of bank marketers in Nigeria," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(1), pages 24-33, March.
    3. Pranav KUMAR & Sany Sanuri Mohd. MOKHTAR, 2017. "Female Shoppers’ Outlook Of Firms’ Fairness In Marketing Communications And Distribution Channels," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 40-60, May.
    4. Olalekan Usiobaifo Asikhia, 2016. "Ethical Banking Determinants across Nations: A Meta-Analysis," Journal of Economics and Behavioral Studies, AMH International, vol. 8(3), pages 115-126.
    5. Bożena Frączek, 2020. "A System to Support the Transparency of Consumer Credit Offers," JRFM, MDPI, vol. 13(12), pages 1-13, December.

    More about this item

    Keywords

    Business ethics; perceived reputation; purchase intentions; marketing ethics; deceptive advertising; experimen-tal methodology;
    All these keywords.

    JEL classification:

    • M14 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Corporate Culture; Diversity; Social Responsibility
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising

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