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The Impact of Ethical Sales Behaviour on Customer Satisfaction, Trust and Loyalty to the Company: An Empirical Study in the Financial Services Industry

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Abstract:

The need to be customer-focused to the highly changing marketing environment has never been more important for financial services institutions. However, under the present circumstances, where customers are becoming more demanding and increasingly mobile between competing financial providers, being customer-oriented is not enough. Financial services companies, and more specifically, their contact employees (e.g. salespeople) need to be perceived as ethical by their customers. This research represents an initial step in analysing the role of ethical sales behaviour, as perceived by bank customers, in developing and maintaining relationships with customers. The findings revealed that a salesperson's ethical behaviour leads to higher customer satisfaction, trust and loyalty to the bank that the salesperson represents. Managerial and research implications are also discussed.

Keywords: CUSTOMER RELATIONSHIP SERVICES; ETHICS; FINANCIAL OUTCOMES; SALESPEOPLE

Document Type: Research Article

DOI: http://dx.doi.org/10.1362/026725703770558268

Publication date: November 1, 2003

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