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- Title
A Study on Ethical Customer Management and Organizational Sustainability in Pharmaceutical Industry in Malaysia.
- Authors
Lee Yu Han; Arokiasamy, Lawrence; Joel Tham Kah Marn
- Abstract
Purpose: Pharmaceutical industry is not just a commercial business, their products are about life and death, and improving our life quality. This paper aims to study the ethical issues in customer management and how it contributes to organizational sustainability in Malaysia pharmaceutical industry. Literature Findings: The paper recognized 5 pillars; Direction, Posture, Organization, Behavior and Environment in DPOBE sustainability model and aligned them into ethical customer management in pharmaceutical which contribute positive impact towards organization sustainability in Malaysia. Research limitations/implications: The findings of this paper serves as a guideline to pharmaceutical customer service agents in Malaysia Shared Service Centers. Practical implications: It emphasizes the importance of ethical customer management and its impact to organization sustainability. Originality/value: Business ethics.
- Subjects
MALAYSIA; PHARMACEUTICAL industry; SUSTAINABILITY; BUSINESS ethics; VALUES (Ethics); PHARMACEUTICAL services
- Publication
Global Business & Management Research, 2019, Vol 11, Issue 1, p593
- ISSN
1947-5667
- Publication type
Article