‘Consumers’ Evaluation of Unethical Marketing Behaviors: The Role of Customer Commitment’

Ingram, Rhea; Skinner, Steven J.; Taylor, Valerie A.

doi:10.1007/s10551-005-1899-0

Cited by 121 publications

(94 citation statements)

References 64 publications

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“…Research in traditional settings shows that deceptive company policies negatively impact consumers' attitudes and behaviours in the marketplace (Ingram, et al, 2005;Jehn & Scott, 2008;Ramsey, et al, 2007). However, relatively little attention has explicitly been given to consumers' reactions to deceptive practices of online retailers (Roman, 2010;Riquelme & Roman, 2014).…”

Section: Introductionmentioning

confidence: 99%

Cultural and religiosity drivers and satisfaction outcomes of consumer perceived deception in online shopping

Agag

El‐Masry

2016

Internet Research

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Purpose – The purpose of this paper is to develop and test a model that focuses on the cultural and religiosity drivers and satisfaction outcomes of consumer perceptions about online retailers’ deceptive practices. It specifically investigates: the role of cultural orientation and religiosity in forming consumer ethical ideology; the link between the consumer’s ethical ideology and his/her perceptions regarding the deceptive practices of online retailers; and the effect of perceived deception on consumer satisfaction. Design/methodology/approach – The paper is based on a quantitative survey conducted among 468 Egyptian consumers aged 18 and above. These were measured on a five-point Likert scale. To test the hypothesized relationships among the constructs of the model, structural equation modelling was employed. Findings – The study confirmed that power distance, uncertainty avoidance, and religiosity are important in forming idealistic attitudes, while both individualism and masculinity lead to an egoistic attitude. Idealism was observed to have a positive association with consumer perceived deception, while egoism was found to negatively affect consumer perceived deception. Finally, it was revealed that the perceptions of consumer about the deceptive practices of online retailing decrease consumer satisfaction. Originality/value – This research puts together in a single model both antecedents and outcomes of the perceptions of consumer about the deceptive practices of online retailing; concurrently examines the role of cultural orientation, religiosity, and ethical ideology of the consumer in forming ethical attitudes and responses; focuses on the instrumental role of cultural characteristics on consumer ethical perceptions from the perspective of the individual, rather than the society as a whole; and provides useful examination of the effects of perceived deception on consumer satisfaction.

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Section: Introductionmentioning

confidence: 99%

Cultural and religiosity drivers and satisfaction outcomes of consumer perceived deception in online shopping

Agag

El‐Masry

2016

Internet Research

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“…The specified variables were measured through statements that had been used in the literature. For example, statements such as "the salesperson is telling a lie about convenience of service, " "they answer the question even though they don't really know the answer, " "they pressure the sale even though they know the service is not suitable for me, " "they tell lies about their opponents, " and "only struggling to make a sale, thinking about their interests, " were used in the literature to measure the salesperson's perceived ethical behavior (Ingram et al, 2005;Chen & Mau, 2009;Roman & Ruiz, 2005). The customer's satisfaction with the salesperson was measured using expressions like "I was pleased with the service salesperson, " "I am happy because they worked hard for me" (Ingram et al, 2005), and "I've enjoyed their personal touch, " (Chen & Mau, 2009).…”

Section: Data Collection Methods and Toolsmentioning

confidence: 99%

“…Accordingly, in some studies in the literature, ethical sales behavior had effects on the subjects of trust in the salesperson, trust in the company, loyalty (Chen & Mau, 2009;Hazrati et al, 2012;Roman & Ruiz, 2005) satisfaction with the salesperson (Ingram et al, 2005;Roman, 2003;Roman & Ruiz, 2005) and behavioral intention (Ingram et al, 2005). In these studies, the salesperson's perceived ethical behavior was discussed as an estimator of results such as trust, satisfaction, loyalty, and behavioral intention.…”

Section: Review Of the Literaturementioning

confidence: 99%

Ethical Behavior of Salesperson: The Impact of Consumer’s Perception on Trust, Satisfaction and Repeat Purchasing Behavior

Demirgüneş¹

2015

TJBE

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“…According to Steinman and Wolfram (2012) unethical behavior does not impact on consumer attitudes toward the brand. The findings of Ingram et al (2005) suggest that committed customers forgive unethical behavior of companies up to a certain degree but when the loss increases a high level of dissatisfaction is expressed. Barnes (2011) state that corporate social responsibility (CSR) have a positive impact on consumer behavior.…”

Section: Social Responsibilitymentioning

confidence: 98%

The effect of unethical behavior on brand equity

Baei¹,

Rahmani²

2015

10.5267/j.msl

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This study explains the components of ethical behavior and their impacts on life insurance companies in province of Mazandaran, Iran. There were 367 insurance representatives and the study selects a sample of 187 ones based on Cochran formula and 2 questionnaires were distributed among them. The first questionnaire, unethical behavior, includes 8 items including Bribery, Cheating, Deception, Interact with colleagues, Act as social behavior, Uncommitted to firm and Irresponsibility. In addition, the questionnaire of brand equity contains three components of Awareness, Perceived quality and Loyalty. Using structural equation modeling, the study has determined that the effects of cheating and deception on unethical behaviors were not confirmed but the effects of other factors, bribery, interact with colleagues, act as social behavior, uncommitted to firm and irresponsibility on unethical behavior were confirmed. In addition, three components of Awareness, Perceived quality and Loyalty had positive relationship with brand equity.Growing Science Ltd. All rights reserved. 5

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‘Consumers’ Evaluation of Unethical Marketing Behaviors: The Role of Customer Commitment’

Cited by 121 publications

References 64 publications

Cultural and religiosity drivers and satisfaction outcomes of consumer perceived deception in online shopping

Cultural and religiosity drivers and satisfaction outcomes of consumer perceived deception in online shopping

Ethical Behavior of Salesperson: The Impact of Consumer’s Perception on Trust, Satisfaction and Repeat Purchasing Behavior

The effect of unethical behavior on brand equity

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