Achieving customer satisfaction
is crucial for every other company. Planning is needed to be made so to
approach the strategized checkpoints. However, such planning cannot be just
made on stones which can roll away. Before planning, it is important to research
properly and make sure that every collected bit is authentic and ethically
well. Even after knowing the ethical guidelines for conducting the research,
there still are many hidden contents. Some parts are camouflaged while some are
plagiarized. By conducting such a research, the after effects are very harmful
on the organization. In order to make
sure that the customers are connected with an organization through a strong
connection, following ethical codes is necessary. Otherwise, the success and
the reputation that the company has among customers, it can be harmed.
When it comes to customer
satisfaction, the first advantage of following the ethical guidelines while
researching is that the trust of consumers is build strongly in the firm. They
believe that the firm is willing to produce good products and services for only
the customers. While researching, if someone’s belongings even are
unintentionally hurt, it can hurt the organization. It can be the cause of
change in the perception of customers. The data being used in the research
should by open to public as it will build the trust rather than breaking it (Resnik 2011).
If there is an illusion that the company is casting, the privacy of the
respondent is at risk. If the data is being informed properly, the doubts from
the customers disappear and it helps in achieving the customer satisfaction.
Conducting an unethical research
in the field of customer satisfaction risks not only the privacy but also the
confidential information of a respondent. If ethical codes are being followed,
the company doesn’t face the situation of exposing private information. Such
steps build the trust of customers which they have in a firm. When they know
that their information is used for appropriate measures, they are more than
just happy to oblige with the research and enjoy the results. For higher
customer satisfaction, the data of competitors is quite important. However,
using the information without the proper consent is more or less like
plagiarizing the work.
No doubt if research ethics are
being properly followed, the customer satisfaction will increase due to the
stronger trust in the dealing of firm. That is why while conducting the research,
the company should be exposing all the information and not making the
conclusion public which is false and has the potential of changing the
perspectives of people. The company should avoid unintentional results which
can harm the company and the customers e.g. changing the perception of
customers about another company without proper proof should not be carried out.
Thus, research ethics allow the
team to produce high quality authentic outcomes and main the trust of customers
in the firm and ultimately raising the satisfaction of customers. If research
ethics are not being followed properly, it might destroy the customer
satisfaction once and for all (Gelling and Munn-Giddings 2011).
Not only the security of the
respondents is damage but the security is also violated through an unethical
research which intends to use data without the consent. Plagiarism likely
destroys the trust of customers.
Clark Martin had used plagiarized
content for the research and it resulted in the destruction of trust. The same
could be said about Mark William who used the information of competitors
without their consent. While both of them lost the trust which the customers
had in them, Kim Mickey produced harmful conclusions from the research that he
had conducted.
References on Research Ethics in Security
Gelling, Leslie, and Carol Munn-Giddings. 2011.
"Ethical review of action research: The challenges for researchers and
research ethics committees." Research Ethics 7 (3): 100-106.
Resnik,
David B. 2011. "What is ethics in research & why is it
important." National Institute of Environmental Health Sciences 1-10.