Frontline Employees and Ethical Dilemmas Assignment

Frontline Employees and Ethical Dilemmas - Assignment ExampleNurturing Customer Relations Customer sex act is imperative in business management. Experts posit that its effectiveness depends on top managements commitment to exemplify leadership, strategic direction, and entrepreneurial goals (Cap Gemini and world(prenominal) Data Corporation, 1999). Business managers conjectured that node-focused model demand management to train and improve workers skills and knowledge on customer relations. It is essential to motivate them and to become more reactive and sensitive to customer needs and behaviors (Chen & Popvich, 2003). It improves performance management skills and reduces some unnecessary protestation or disagreements. Reward and incentive program and team-building can also amplify workers commitment to performing their tasks well (Chen & Popvich, 2003). The management must also use the driver for changes to be adaptive with trends, like the use of information technology to go home-based customers and to develop a database on purchases made and products or services consumed (Chen & Popvich, 2003). ... This database provides an innovative dimension to understand customer behavior and to deliver their needs effectively and punctual (Chen, 2001). Such innovations, radically changed the approaches to managing customers as business intelligence applications (Chen, 2001) allow interactive communication through heterogeneous sources. IT reduced traditional marketing research processes e.g. customer surveys and group-based discussion (Chen, 2001) and proved the accuracy of information in profit analysis (Chen, 2001). Ethical Dilemma & Some Empirical Examples Despite modernization aiding customer representatives, thither remain many ethical dilemmas which executives must manage by setting procedures as support mechanisms. Ethical dilemma put a person in a situational reflection on moral imperatives. This oftentimes happens while workers are in a social interacti on with customers or co-workers, especially when the workplace is helping a multicultural and multiethnic setting. A person is faced with a question right or wrong? good or evil? Which to subscribe to? However, business ethics vary depending on the vision, mission, vision and the ethical policies adopted by the company and of the management. In hospitals, for instance, medical practitioners adhere to Code of Medical ethical motive which mandated them to consider foremost the welfare of their patients by adhering to honorable behavior and by providing the competent medical care to patients (American Medical Association, 2011). To cite Case 2, the surgeon was confronted with the dilemma about instituting mercy killing or not to a patient in a vegetative state following an accident. Family members of the patient requested the institution of euthanasia after learning the impossibility of patients survival.