Adil Olmayan İşletme Uygulamalarının Banka Müşterilerinin Niyetleri Üzerindeki Etkisi: Deneysel Bir Çalışma

Year 2012, Volume: 12 Issue: 1, 23 - 30, 01.02.2012

Volkan Özbek Ümit Alnıaçık Fatih Koç

Abstract

Etik konusu, işletme literatüründe önemli bir araştırma konusu olmuştur. Bununla birlikte, iş etiği ile algılanan firma değeri arasındaki ilişkileri inceleyen deneysel araştırmaların sayısı oldukça sınırlıdır. Bu araştırmada, adil olmayan iş uygulamalarının, tüketicilerin bir firmaya ilişkin algılamalarını ve niyetlerini ne şekilde etkilediği araştırılmıştır. Bu amaçla, 406 üniversite öğrencisi üzerinde deneysel bir araştırma gerçekleştirilmiştir. Hipotetik bir bankanın müşterilerine davranış şeklini (nötr ve adaletsiz) maniple etmek için kısa bir hikaye kullanılmıştır. Daha sonra, farklı hikayeleri okuyarak farklı bilgiler alan deneklerin (potansiyel banka müşterileri) hikayede yer alan bankanın itibarı ile ilgili algılamalarının ve bu bankadan bankacılık hizmetleri alma niyetlerinin ne şekilde etkilendiği incelenmiştir. Yapılan analizler sonucunda bir bankanın sergilediği adil olmayan davranışlar ile ilgili bilgilendirilen cevaplayıcıların, o bankaya ilişkin itibar algılarının ve o bankadan hizmet alma niyetlerinin olumsuz yönde etkilendiği belirlenmiştir

Keywords

İş etiği, algılanan itibar, satın alma niyeti, pazarlama etiği, yanıltıcı reklamlar, deneysel tasarım

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

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

Keywords

Business ethics, perceived reputation, purchase intentions, marketing ethics, deceptive advertising, experimental methodology

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