Published Online:April 2025
Product Name:The IUP Journal of Organizational Behavior
Product Type:Article
Product Code:IJOB040425
DOI:10.71329/IUPJOB/2025.24.2.82-101
Author Name:Reshma K R and Shacheendran V
Availability:YES
Subject/Domain:Management
Download Format:PDF
Pages:82-101
The ethical behavior of employees plays an important role in an organization’s longterm relationship with customers. The present study investigates the significance of employees’ ethical behavior in influencing the customers’ trust towards the employees as well as the organization, which in turn influences the customers’ future interactions with the organization. A survey of 203 customers of India Post was undertaken for collecting data. The data was analyzed using structural equation modeling. The findings demonstrate that employees’ ethical behavior leads to consumer trust in the personnel as well as the organization, allowing the customer to anticipate future interactions with the organization.
Organizations are concentrating on sustaining long-term relationships with their customers, which is a critical strategy to withstand competition. The creation and maintenance of trust, which has broad relevance to a diverse range of organizations, is a key component in effectively creating these long-term relationships (Ferrell et al., 2016).