CHAPTER 2
2.0 LITERATURE REVIEW
2.1 Introduction
This chapter is an analysis of the literature on ethical behaviour and job satisfaction in various contexts of different scholars. It sought to bring understanding on the ethical behaviour in the hospitality industry. The study examines the following specific objectives stated in chapter one. These include: ethical behaviour in the hospitality industry, the consequences of ethical behaviour and lastly the measurement taken with the unethical behaviour.
2.2 Ethical behaviour in the hospitality Industry
In the business aspect, ethical behaviour can be described as “fair and honest actions” that enable the organization to acquire customer satisfaction and develop a long-term relationship with its customers (Roman& Munuera, 2005,). According to Merrill, (2011) ethical behaviour is the behaviour and characters that are in accordance with principles of the right conduct, especially in specific group. Morals on the other hand refer to what to what is right and good conduct and character. For organizational success …show more content…
The hospitality managers keep on facing integrity issues on a daily basis. Interviews with hospitality managers about the daily challenges they face in their operations evoke numerous ethical problems between customers and employees, employees and employer and employee and their colleagues (Peceri, 2010). As Schwepker and Good (2007) states that, when employees behave ethically, they conduct their business with integrity, harmony and avoid deceptive and dishonest practices, and therefore they develop a mutually beneficial relationship with customers by following the company’s code of ethics and committing to high moral standards in the treatment of customers. Harris (2012) found that hotel service employees’ misbehaviour is common and frequent, and that consumers notice these actions. Caases
2.0 LITERATURE REVIEW
2.1 Introduction
This chapter is an analysis of the literature on ethical behaviour and job satisfaction in various contexts of different scholars. It sought to bring understanding on the ethical behaviour in the hospitality industry. The study examines the following specific objectives stated in chapter one. These include: ethical behaviour in the hospitality industry, the consequences of ethical behaviour and lastly the measurement taken with the unethical behaviour.
2.2 Ethical behaviour in the hospitality Industry
In the business aspect, ethical behaviour can be described as “fair and honest actions” that enable the organization to acquire customer satisfaction and develop a long-term relationship with its customers (Roman& Munuera, 2005,). According to Merrill, (2011) ethical behaviour is the behaviour and characters that are in accordance with principles of the right conduct, especially in specific group. Morals on the other hand refer to what to what is right and good conduct and character. For organizational success …show more content…
The hospitality managers keep on facing integrity issues on a daily basis. Interviews with hospitality managers about the daily challenges they face in their operations evoke numerous ethical problems between customers and employees, employees and employer and employee and their colleagues (Peceri, 2010). As Schwepker and Good (2007) states that, when employees behave ethically, they conduct their business with integrity, harmony and avoid deceptive and dishonest practices, and therefore they develop a mutually beneficial relationship with customers by following the company’s code of ethics and committing to high moral standards in the treatment of customers. Harris (2012) found that hotel service employees’ misbehaviour is common and frequent, and that consumers notice these actions. Caases