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Frontline Employees and Ethical Dilemmas - Assignment Example

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This paper “Frontline Employees and Ethical Dilemmas” aims to develop knowledge and understanding about customer relationship management theory; to learn experiential accounts how customer relationship is strategized when fronted with an ethical dilemma…
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Frontline Employees and Ethical Dilemmas
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Download file to see previous pages Nurturing Customer Relations Customer relation is imperative in business management. Experts posit that its effectiveness depends on top management’s commitment to exemplify leadership, strategic direction, and entrepreneurial goals (Cap Gemini and International Data Corporation, 1999). Business managers conjectured that customer-focused model demand management to train and improve workers’ skills and knowledge on customer relations. It is essential to motivate them and to become more responsive and sensitive to customer needs and behaviors (Chen & Popvich, 2003). It improves performance management skills and reduces some unnecessary protestation or disagreements. Reward and incentive program and team-building can also increase workers’ commitment to performing their tasks well (Chen & Popvich, 2003). The management must also use the driver for changes to be adaptive with trends, like the use of information technology to reach home-based customers and to develop a database on purchases made and products or services consumed (Chen & Popvich, 2003). ...
This database provides an innovative dimension to understand customer behavior and to deliver their needs effectively and timely (Chen, 2001). Such innovations, radically changed the approaches to managing customers as business intelligence applications (Chen, 2001) allow interactive communication through heterogeneous sources. IT reduced traditional marketing research processes e.g. customer surveys and group-based discussion (Chen, 2001) and proved the accuracy of information in profit analysis (Chen, 2001). Ethical Dilemma & Some Empirical Examples Despite modernization aiding customer representatives, there remain many ethical dilemmas which executives must manage by setting procedures as support mechanisms. Ethical dilemma put a person in a situational reflection on moral imperatives. This oftentimes happens while workers are in a social interaction with customers or co-workers, especially when the workplace is serving a multicultural and multiethnic setting. A person is faced with a question: right or wrong? good or evil? Which to choose? However, business ethics vary depending on the vision, mission, vision and the ethical policies adopted by the company and of the management. In hospitals, for instance, medical practitioners adhere to Code of Medical Ethics which mandated them to consider foremost the welfare of their patients by adhering to honorable behavior and by providing the competent medical care to patients (American Medical Association, 2011). To cite Case 2, the surgeon was confronted with the dilemma about instituting euthanasia or not to a patient in a vegetative state following an accident. Family members of the patient requested the institution of euthanasia after learning the impossibility of patients’ survival.  ...Download file to see next pagesRead More
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