Consumer Responsibility and Organizational Ethical Behavior: the Normalization of Abusive Sales Practices in Financial Institutions

We adopt a transformative service research perspective to investigate financial services according to both consumers’ and bank employees’ perceptions. We identify patterns of the normalization of abusive sales practices through the dilution of responsibility for unethical behavior and blaming customers through the discourse of consumer responsibility.



Citation:

Roberta Gabriela Basílio, Rafaela Almeida Cordeiro, and Mateus Canniatti Ponchio (2020) ,"Consumer Responsibility and Organizational Ethical Behavior: the Normalization of Abusive Sales Practices in Financial Institutions", in NA - Advances in Consumer Research Volume 48, eds. Jennifer Argo, Tina M. Lowrey, and Hope Jensen Schau, Duluth, MN : Association for Consumer Research, Pages: 205-206.

Authors

Roberta Gabriela Basílio, ESPM, Brazil
Rafaela Almeida Cordeiro, University of São Paulo, Brazil
Mateus Canniatti Ponchio, ESPM, Brazil



Volume

NA - Advances in Consumer Research Volume 48 | 2020



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