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

Ramazan Kaynak () and Tuba Sert ()

Journal of Business Ethics, 2012, vol. 109, issue 2, 219-226

Abstract: 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

Keywords: Buyer–supplier relationship; Unethical behaviors; Communication; Buyer satisfaction (search for similar items in EconPapers)
Date: 2012
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Citations: View citations in EconPapers (7)

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DOI: 10.1007/s10551-011-1121-5

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