The Value of Ethics to reduce Customer Grievances in an Organization

Abstract

This paper reviews a major concept in the field of philosophy, namely “Ethics”. The term comes from the Greek word ethos, which means “character”. Ethics seeks to resolve questions dealing with human morality-concepts such as good and evil, right and wrong, virtue and vice, justice and crime. In philosophy, ethics studies the moral behavior in humans and how one should act. And also this paper reviews customer grievances as well. Customer grievances are one of the major issues in customer relationship of any customer service. It is said that customer grievances are the heart of the organization. Therefore, this should be handled very carefully, for the success of any organization. The intention of this paper is to examine the customer grievances and related ethics in Sri Lankan context. It hopes to study the nature, types, and prevention of customer grievances.