The impact of attitude, subjective norms, and perceived behavioural control on managers’ intentions to behave ethically

This study employs a well-established psychosocial theory of a western, advanced economies-based model, that of the Extended Theory of Planned Behaviour, to study the intentions to behave ethically of Telecom and Bank managers. A researcher-administered paper-based survey was conducted among 484 managers working in banking and telecom organisations in Pakistan. The collected data were analysed by means of second-order confirmatory factor analysis. The results reveal three independent variables of attitude, subjective norms, and perceived behavioural control to strongly influence the ethical intentions of customer service managers. The relationship between customer service managers and their customers is more than anything else based on trust which cannot become established without not only an image of ethicality in the eyes of customers but also by clear demonstrations of ethical behaviours by frontline. The findings of this study are helpful in guiding customer service managers from banking and telecom sectors to foster an ethical workplace culture based on strengthening their staff sense of control and support in applying ethical norms. This is the first application of the extended Theory of Planned Behaviour model to predict ethical intentions of frontline customer service managers working in high-contact service organisations in a developing, Asian country.

[1]  Christopher J. Cowton,et al.  The Role of Individual Variables, Organizational Variables and Moral Intensity Dimensions in Libyan Management Accountants’ Ethical Decision Making , 2016 .

[2]  Thong Ngee Goh,et al.  A Study of Key Success Factors of Service Enterprises in China , 2016 .

[3]  Muhammad Kashif,et al.  Money donations intentions among Muslim donors: an extended theory of planned behavior model , 2015 .

[4]  Muhammad Kashif,et al.  Charity donation: intentions and behaviour , 2015 .

[5]  Muhammad Abbas,et al.  Organizational Justice and Job Outcomes: Moderating Role of Islamic Work Ethic , 2015 .

[6]  Mohd Haziq,et al.  Predicting Intention to Choose Halal Products Using Theory of Reasoned Action , 2014 .

[7]  N. McGlynn.  Thinking fast and slow. , 2014, Australian veterinary journal.

[8]  Ningyu Tang,et al.  Temptation, Monetary Intelligence (Love of Money), and Environmental Context on Unethical Intentions and Cheating , 2014 .

[9]  Hanudin Amin,et al.  Theory of Islamic consumer behaviour: An empirical study of consumer behaviour of Islamic mortgage in Malaysia , 2014 .

[10]  Christopher Richardson.  Firm internationalisation within the Muslim world , 2014 .

[11]  Tsui-Yii Shih,et al.  Determinates of financial behavior: insights into consumer money attitudes and financial literacy , 2014 .

[12]  Danielle E. Warren,et al.  Is Formal Ethics Training Merely Cosmetic? A Study of Ethics Training and Ethical Organizational Culture , 2014, Business Ethics Quarterly.

[13]  Michael Jay Polonsky,et al.  Predicting Bangladeshi financial salespeople ' s ethical intentions and behaviour using the theory of planned behaviour , 2013 .

[14]  J. Mazzon,et al.  Homo economicus and social marketing: questioning traditional models of behavior , 2013 .

[15]  C. H. Schwepker,et al.  The impact of trust in manager on unethical intention and customer‐oriented selling , 2013 .

[16]  M. Huhtala,et al.  Ethical managers in ethical organisations? The leadership‐culture connection among Finnish managers , 2013 .

[17]  Alan Wilson,et al.  Relative importance of satisfaction dimensions on service performance - a developing country context , 2013 .

[18]  Alemayehu Molla,et al.  Senior managers' perception on green information systems (IS) adoption and environmental performance: Results from a field survey , 2013, Inf. Manag..

[19]  Thomas R. Wotruba,et al.  A Comprehensive Framework for the Analysis of Ethical Behavior, with a Focus on Sales Organizations , 2013 .

[20]  John H. Summey,et al.  Willingness-to-punish the corporate brand for corporate social irresponsibility , 2013 .

[21]  R. Bagozzi,et al.  Consumer response to corporate irresponsible behavior: Moral emotions and virtues , 2013 .

[22]  Ahmet Suerdem.  Yes my name is Ahmet, but please don’t target me. Islamic marketing: Marketing IslamTM?: , 2013 .

[23]  Yuhyung Shin,et al.  How Does Corporate Ethics Contribute to Firm Financial Performance? , 2013 .

[24]  Sadok El Ghoul,et al.  Collectivism and corruption in bank lending , 2013 .

[25]  Dong-Jin Lee,et al.  The Influence of Love of Money and Religiosity on Ethical Decision-Making in Marketing , 2013 .

[26]  Marko Sarstedt,et al.  Editorial - Partial Least Squares Structural Equation Modeling: Rigorous Applications, Better Results and Higher Acceptance , 2013 .

[27]  Alan J. Dubinsky,et al.  Determinants of telemarketer misselling in life insurance services , 2012 .

[28]  Katherine M. White,et al.  Predictors of Young People's Charitable Intentions to Donate Money: An Extended Theory of Planned Behavior Perspective , 2012 .

[29]  Denise R. Dunlap,et al.  A Stakeholder Approach to the Ethicality of BRIC-firm Managers’ Use of Favors , 2012 .

[30]  Ahmet K. Süerdem,et al.  An analysis of material consumption culture in the Muslim world , 2012 .

[31]  Jing Hu,et al.  The role of brand image congruity in Chinese consumers' brand preference , 2012 .

[32]  Yavuz Fahir Zulfikar.  Do Muslims Believe More in Protestant Work Ethic than Christians? Comparison of People with Different Religious Background Living in the US , 2012 .

[33]  Liliana L. Bove,et al.  Linking Service-Dominant Logic and Strategic Business Practice , 2012 .

[34]  I. Butt,et al.  Barriers to adoption of Islamic banking in Pakistan , 2011 .

[35]  Anam Iqbal,et al.  Service quality and customer satisfaction in the banking sector: a comparative study of conventional and Islamic banks in Pakistan , 2011 .

[36]  I. Ajzen.  The theory of planned behaviour: Reactions and reflections , 2011, Psychology & health.

[37]  Cheolho Yoon.  Theory of Planned Behavior and Ethics Theory in Digital Piracy: An Integrated Model , 2011 .

[38]  B. Koshul,et al.  Lenin in Allah’s court: Iqbal’s critique of Western capitalism and the opening up of the postcolonial imagination in critical management studies , 2011 .

[39]  R. Tomasic.  The Financial Crisis and the Haphazard Pursuit of Financial Crime , 2010 .

[40]  T. L. Tang,et al.  Finding the Lost Sheep: A Panel Study of Business Students' Intrinsic Religiosity, Machiavellianism, and Unethical Behavior Intentions , 2010 .

[41]  T. Garavan,et al.  Human Resource Development and Society: Human Resource Development’s Role in Embedding Corporate Social Responsibility, Sustainability, and Ethics in Organizations , 2010 .

[42]  A. Ferdous.  Applying the Theory of Planned Behavior to Explain Marketing Managers’ Perspectives on Sustainable Marketing , 2010 .

[43]  Jeffrey R. Cohen,et al.  Corporate Fraud and Managers’ Behavior: Evidence from the Press , 2010 .

[44]  Katherine N. Lemon,et al.  Customer Engagement Behavior: Theoretical Foundations and Research Directions , 2010 .

[45]  Christine A. Henle,et al.  Stealing Time at Work: Attitudes, Social Pressure, and Perceived Control as Predictors of Time Theft , 2010 .

[46]  Francesca Gino,et al.  When misconduct goes unnoticed: The acceptability of gradual erosion in others’ unethical behavior , 2009 .

[47]  Xun Wu.  Determinants of Bribery in Asian Firms: Evidence from the World Business Environment Survey , 2009 .

[48]  John Blenkinsopp,et al.  Whistleblowing as Planned Behavior – A Survey of South Korean Police Officers , 2009 .

[49]  Robert J. Riggle,et al.  Ethical Salesperson Behavior in Sales Relationships , 2009 .

[50]  Bryan W. Husted,et al.  Toward a Model of Cross-Cultural Business Ethics: The Impact of Individualism and Collectivism on the Ethical Decision-Making Process , 2008 .

[51]  S. Thompson.  Social Learning Theory , 2008 .

[52]  Betsy Stevens,et al.  Corporate Ethical Codes: Effective Instruments For Influencing Behavior , 2008 .

[53]  Joanne R Smith,et al.  Charitable giving: the effectiveness of a revised theory of planned behaviour model in predicting donating intentions and behaviour , 2007 .

[54]  P. Jackson,et al.  Rethinking internal communication: a stakeholder approach , 2007 .

[55]  R. Beekun,et al.  Peers Versus National Culture: An Analysis of Antecedents to Ethical Decision-making , 2007 .

[56]  John Cherry,et al.  The Impact of Normative Influence and Locus of Control on Ethical Judgments and Intentions: a Cross-Cultural Comparison , 2006 .

[57]  D. Curry,et al.  An Agenda for Selling and Sales Management Research: Using the Financial Industry’s Forward Thinkers for Insight , 2006 .

[58]  R. Beekun,et al.  Balancing Ethical Responsibility among Multiple Organizational Stakeholders: The Islamic Perspective , 2005 .

[59]  Jane L. Reimers,et al.  Unethical and Fraudulent Financial Reporting: Applying the Theory of Planned Behavior , 2005 .

[60]  Michael E. Brown,et al.  Ethical leadership: A social learning perspective for construct development and testing , 2005 .

[61]  Kenneth D. Butterfield,et al.  A Review of The Empirical Ethical Decision-Making Literature: 1996–2003 , 2005 .

[62]  S. Vitell,et al.  Organizational Ethics in Developing Countries: A Comparative Analysis , 2004 .

[63]  Stephen L. Vargo,et al.  Evolving to a New Dominant Logic for Marketing , 2004 .

[64]  Scott B. MacKenzie,et al.  Common method biases in behavioral research: a critical review of the literature and recommended remedies. , 2003, The Journal of applied psychology.

[65]  J. Weisberg,et al.  Ethical attitudes and ethical behavior: are managers role models? , 2002 .

[66]  I. Ajzen.  Residual Effects of Past on Later Behavior: Habituation and Reasoned Action Perspectives , 2002 .

[67]  C. Fraser,et al.  Moral decision making in international sales negotiations , 2001 .

[68]  Anusorn Singhapakdi,et al.  Some Important Factors Underlying Ethical Decision Making of Managers in Thailand , 2000 .

[69]  Martin Skitmore,et al.  Decisions with moral content: collusion , 2000 .

[70]  Martin Skitmore,et al.  Ethics in Tendering: A Survey of Australian Opinion and Practice , 1999 .

[71]  Wynne W. Chin,et al.  Advancing the Theory of Adaptive Structuration: The Development of a Scale to Measure Faithfulness of Appropriation , 1997, Inf. Syst. Res..

[72]  C. Grönroos.  Relationship marketing: strategic and tactical implications , 1996 .

[73]  I. Ajzen.  The theory of planned behavior , 1991 .

[74]  Richard P. Bagozzi,et al.  Assessing Construct Validity in Organizational Research , 1991 .

[75]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[76]  L. Treviño.  Ethical Decision Making in Organizations: A Person-Situation Interactionist Model , 1986 .

[77]  S. Hunt,et al.  A General Theory of Marketing Ethics , 1986 .

[78]  O. C. Ferrell,et al.  A Contingency Framework for Understanding Ethical Decision Making in Marketing , 1985 .

[79]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .

[80]  P. Bentler,et al.  Significance Tests and Goodness of Fit in the Analysis of Covariance Structures , 1980 .

[81]  I. Ajzen,et al.  Understanding Attitudes and Predicting Social Behavior , 1980 .

[82]  Terry S. Overton,et al.  Estimating Nonresponse Bias in Mail Surveys , 1977 .

[83]  I. Ajzen,et al.  Belief, Attitude, Intention, and Behavior: An Introduction to Theory and Research , 1977 .

[84]  Z. Hussain,et al.  ECONOMIC EVALUATION OF FOREIGN DIRECT INVESTMENT IN PAKISTAN , 2016 .

[85]  L. Thorne,et al.  Introduction to the Special Issue on Tone at the Top , 2015 .

[86]  Nicholas McClaren,et al.  The Personal Selling and Sales Management Ethics Research: Managerial Implications and Research Directions from a Comprehensive Review of the Empirical Literature , 2013 .

[87]  Bayu Taufiq Possumah,et al.  Bringing Work Back in Islamic Ethics , 2013 .

[88]  Nanik Ram,et al.  ETHICAL ISSUES IN PRIVATE COMMERCIAL BANKS IN PAKISTAN , 2012, Australian Journal of Business and Management Research.

[89]  Tanvir Ahmad.  EFFICIENCY ANALYSIS OF COMMERCIAL BANKS IN PAKISTAN , 2008 .

[90]  Sadia Jahanzeb,et al.  Churn management in the telecom industry of Pakistan: A comparative study of Ufone and Telenor , 2007 .

[91]  Bradley R. Agle,et al.  Religiosity and Ethical Behavior in Organizations: A Symbolic Interactionist Perspective , 2002 .

[92]  I. Ajzen.  Nature and operation of attitudes. , 2001, Annual review of psychology.

[93]  P. Bentler,et al.  Cutoff criteria for fit indexes in covariance structure analysis : Conventional criteria versus new alternatives , 1999 .

[94]  M. Chang.  Predicting Unethical Behavior: A Comparison of the Theory of Reasoned Action and the Theory of Planned Behavior , 1998 .

[95]  Anna Zarkada-Fraser,et al.  A Classification of Factors Influencing Participating in Collusive Tendering Agreements , 1998 .