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The Impact of Service Supplier’s Unethical Behavior to Buyer’s Satisfaction: An Empirical Study

Listed author(s):
  • Ramazan Kaynak


  • Tuba Sert


Registered author(s):

    In today’s marketing conditions, it becomes really vital for companies to establish an appropriate relationship with suppliers and salesperson based on ethical values in order to survive. Besides, ensuring an effective relationship between the parties would contribute to increase buyer satisfaction along with economic and social satisfaction. In this study, the direct effects of suppliers’ and salespersons’ unethical behaviors on buyer satisfaction, and the moderator effect of communication between buyer–supplier relationships are examined. The results of the study have revealed that unethical behaviors of suppliers and salesperson affect buyer satisfaction negatively and the communication variable has moderately affected. The results are providing important advantages for buyers who want to improve the relationships between the suppliers and their salesperson for pharmaceutical enterprises. Copyright Springer Science+Business Media B.V. 2012

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    Article provided by Springer in its journal Journal of Business Ethics.

    Volume (Year): 109 (2012)
    Issue (Month): 2 (August)
    Pages: 219-226

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    Handle: RePEc:kap:jbuset:v:109:y:2012:i:2:p:219-226
    DOI: 10.1007/s10551-011-1121-5
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    1. Messick, David M., 1996. "Why Ethics is not the Only Thing that Matters," Business Ethics Quarterly, Cambridge University Press, vol. 6(02), pages 223-226, April.
    2. Jay Mulki & Jorge Jaramillo & William Locander, 2009. "Critical Role of Leadership on Ethical Climate and Salesperson Behaviors," Journal of Business Ethics, Springer, vol. 86(2), pages 125-141, May.
    3. Bowman, James S., 1976. "Managerial ethics in business and government," Business Horizons, Elsevier, vol. 19(5), pages 48-54, October.
    4. Laczniak, Gene R. & Berkowitz, Marvin W. & Brooker, Russell G. & Hale, James P., 1995. "The ethics of business: Improving or deteriorating?," Business Horizons, Elsevier, vol. 38(1), pages 39-47.
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