The code of ethics as a tool for managing ethical conflicts in the service sector organizations in the same way as in financial institutions in St. Petersburg, Russia

Abstract

This paper is devoted to the code of ethics as a tool for ethical conflict management in service sector organizations in the same way as in financial institutions in St. Petersburg, Russia. It was compiled on the basis of three previous studies: a pilot survey among service workers in 2014 (N 135) that identified problems, set goals and objectives, facilitated developing and testing methodological tools; formalized interview in 2015-2017 (N 483, including 64 managers and 419 employees), when primary empirical information was accumulated; analytical and project research in 2017-2018, whose purpose was to process and analyze the data obtained, to identify the conditions for the establishment of a behavioral ethics for service workers, and to develop practical design recommendations and social technology to build a behavioral ethics for service employees. Thus, this study determined that the code of ethics design and implementation will prevent conflict occurrences at a service sector company. The conclusion was that the introduction and operation of a code of ethics require the involvement not only of company frontline employees, but also of the CEOs.