Behavior Based on Individual and Business Ethics and After Sales Services

There is no doubt, today ethics in economic, business and industry is a basic topic. Among functional business areas, marketing and sales have been the most criticized functions in ethical frame. After-sales staffs are not under direct continuous supervision; rather, they are under constant pressure to reduce costs and are faced with additional temptations offered by the myriad opportunities for unethical behavior that the position invites. Various individual and organizational factors can influence the staff decisions to behave ethically or unethically. In this research, these factors investigate as determinants of individual and business ethical behavior of Iran khodro & Saipa servicemen. Individual factors are age, education and ethical values. Organizational factors are reward and punishment system, organizational ethical climate and turnover. In terms of nature, the research method is descriptive and correlative. Data was collected through questionnaire that includes 19 questions. To answer the research questions, 165 servicemen of Irankhodro and Saipa agencies were included in the survey and determinants of ethical behavior were tested using these samples. Result suggests that ethical value, reward and punishment system, organizational ethical climate and turnover are important determinants of ethical behavior. However, education and age are not significantly related to ethical behavior. Due to the result of research it seems necessary that organizational managers should emphasize on individual and organizational factors and try to improve individual & business ethical behaviors and use process to enhance and reinforce it.