Understanding Negotiation Ethics

Kelvin Pang and Cynthia S. Wang

Chapter 15 in Negotiation Excellence:Successful Deal Making, 2014, pp 255-269 from World Scientific Publishing Co. Pte. Ltd.

Abstract: You have been getting erratic performance from your mobile handset the last few days and you decide to bring it back to the mobile service provider for repairs. At the customer service counter, the service representative examined the equipment and informed you that you have violated the warranty agreement. You have a choice to pay $300 for repairs or get a new phone at a rebated price of $400. You recall several occasions when you had exposed the phone to “extreme” weather conditions, however, instead of taking responsibility, you find yourself raising your voice at the customer service representative, indignant of any wrong doing, and insisting that no one had informed you of the non-service clause at the point of purchase. After a heated negotiation to get your phone repaired at no cost, both parties remained firm on their respective positions. You stormed out of the center vowing never to patronize the shop again, leaving behind an “emotionally abused” customer service representative, and bewildered onlookers having doubts about the phone and the level of service provided by the company…

Keywords: Negotiation; Persuasion; Trust Building; Judgment Bias; Decision Making; Renault–Nissan Alliance; Arcelor and Mittal Steel Merger; Kraft Foods; Cadbury PLC; Walt Disney; Komatsu; Dresser (search for similar items in EconPapers)
Date: 2014
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