Abstract
In business-to-business (B2B) service organisations, unethical practices frequently lead to an adverse impact on business. Therefore, B2B must adopt the ethical use of information access and analytics to deliver the best service quality as it positively influences behavioural loyalty. This study explores the unethical use of information access and analytics on B2B relationships to observe the dark side of service quality and behavioural loyalty. A novel conceptual model based on information access, analytics, service quality, customer perceived value and behavioural loyalty is proposed. A quantitative methodology is applied to raw data gathered from 307 respondents of B2B service firms. This study concludes that unethical use of access to privacy and secured information, and unethical use of analytics in sensitive inferences, risk assessment, model drift and eDiscovery results in unfavourable service quality. The unfavourable service quality leads to unfavourable behavioural loyalty. Therefore, acting ethically is essential for long-lasting relationships.
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
