Abstract
If students are to understand ethical problems at work, practical applications are essential in translating classroom learning into real world knowledge. This article describes the ethical complaint letter as one pedagogical approach for MBA students to understanding real world ethical situations. Students write an objective, fact-filled complaint letter to an organization that has behaved in an unethical manner toward them. A specific assignment protocol is presented for the students and for discussing organizational responses in class. Finally, an examination of expected outcomes, cautions, and learning opportunities is detailed.
Similar content being viewed by others
References
AACSB: 2002, Management Education Task Force (Association to Advance Collegiate Schools of Business International, St. Louis).
Aguilar, F. J.: 1994, Managing Corporate Ethics (Oxford University Press, New York).
Alford, C. F.: 1999, 'Whistleblowers: How Much We Can Learn from Them Depends on How Much We Can Give Up', American Behavioral Scientist 43, 264–275.
Anderson, J.: 1997, 'What Cognitive Science Tells Us about Ethics and the Teaching of Ethics', Journal of Business Ethics 16, 279–291.
Arkin, R. M. and J. A. Sheppard: 1989, 'Self Presentation Styles in Organizations', in R. A. Giacalone and P. Rosenfeld (eds.), Impression Management in the Organization (Erlbaum, Hillsdale, NJ).
Bailey, D.: 1994, 'Recovery from Customer Service Shortfalls', Managing Service Quality 4, 25–28.
Bearden, W. O. and R. L. Oliver: 1985, 'The Role of Public and Private Complaining in Satisfaction with Problem Resolution', Journal of Consumer Affairs 19, 222–239.
Berman, E. M., J. P. West and A. Cava: 1994, 'Ethics Management in Municipal Governments and Large Firms: Exploring Similarities and Differences', Administration and Society 26, 185–203.
Blodgett, J. G., D. H. Granbois and R. G. Walters: 1993, 'The Effects of Perceived Justice on Complainants' Negative Word-Of-Mouth Behavior and Repatronage Intentions', Journal of Retailing 69, 399–429.
Blodgett, J. G., D. J. Hill and S. S. Tax: 1997, 'The Effects of Distributive, Procedural, and Interactional Justice on Postcomplaint Behavior', Journal of Retailing 73, 185–210.
Brinthaupt, T. M., R. L. Moreland and J. M. Levine: 1991, 'Sources of Optimism among Prospective Group Members', Personality and Social Psychology Bulletin 17, 36–43.
Brown, P. E. and J. Mausehund: 1997, 'Integrating Managerial Ethics in the Business Communication Curriculum', Business Communication Quarterly 60, 77–91.
Callender, G.: 1998, 'Professionalism', in J. M. Shafritz (ed.), International Encyclopedia of Public Policy and Administration (Westview, Boulder, CO).
Cooper, T. L.: 1999, The Responsible Administrator (Jossey-Bass, San Francisco).
Cropanzano, R.: 1993, Justice in the Workplace (Erlbaum, Hillsdale, NJ).
Curry, T.: 2002, 'Ethics in Business and Education', AACSB eNewsline 1(7). [http://www.aacsb.edu/publications/enewsline/archive deans/dc-tildencurry.asp}] Accessed February 11, 2004.
Daft, R. L.: 2001, Organizational Theory and Design, 7th Edition (SouthWestern, Cincinnati, OH).
Darley, J. M.: 1996, 'How Organizations Socialize Individuals into Evildoing', in D. M. Messick and A. E. Tenbrunsel (eds.), Codes of Conduct (Russell Sage Foundation, New York).
De George, R. T.: 1990, Business Ethics, 3rd Edition (Macmillan, New York).
Dobel, J. P.: 1999, Public Integrity (The Johns Hopkins University Press, Baltimore).
Eylon, D., R. A. Giacalone and H. G. Pollard: 2000, 'Beyond Contractual Interpretation: Bias in Arbitrators' Case Perceptions and Award Recommendation', Journal of Organizational Behavior 21, 513–524.
Ferris, W. P.: 1996, 'The Effectiveness of Teaching Business Ethics Using Moral Philosophy and Personal Ethical Codes', Journal of Management Education 20, 341–355.
Giacalone, R. A.: 1985, 'On Slipping When You Thought You Had Put Your Best Foot Forward: Self Promotion, Self Destruction, and Entitlements', Group and Organizational Studies 10, 61–80.
Giacalone, R. A. and S. B. Knouse: 1998, 'Holistic Approach to Business Ethics', Business and Society Review 98, 46–49.
Gilly, M. C., W. B. Stevenson and L. J. Yale: 1991, 'Dynamics of Complaint Management in the Service Organization', Journal of Consumer Affairs 25, 295–323.
Harari, O.: 1992, 'Nourishing the Complaint Process', Management Review 81, 41–43.
Harari, O.: 1997, 'Thank Heavens for Complainers', Management Review 86, 25–30.
Hunt, K. H.: 1991, 'Consumer Satisfaction, Dissatisfaction, and Complaining Behavior', Journal of Social Issues 47, 107–118.
Jubb, P. B.: 1999, 'Whistleblowing: A Restrictive Definition and Interpretation', Journal of Business Ethics 21, 77–88.
Jurkiewicz, C. L.: 2002, 'The Influence of Pedagogical Style on Students' Level of Ethical Reasoning', Journal of Public Affairs Education 8, 263–274.
Jurkiewicz, C. L. and R. A. Giacalone: 2000, 'Through the Lens Clearly: Using Film to Teach Public Service Values', Journal of Public Affairs Education 6, 257–265.
Keys, D. C.: 2002, 'Experiential Learning and Its Critics: Preserving the Role of Experience in Management Learning and Education', Academy of Management Learning and Education 1, 137–149.
Knouse, S. B. and R. A. Giacalone: 1998, 'The Six Components of Successful Ethics Training', Business and Society Review 98, 10–13.
Kohlberg, L.: 1984, The Psychology of Moral Development: The Nature and Validity of Moral Stages (Harper and Row, San Francisco).
Kolenko, T. A., G. Porter, W. Wheately and M. Colby: 1996, 'A Critique of Service Learning Projects in Management Education: Pedagogical Foundations, Barriers, and Guidelines', Journal of Business Ethics 11, 125–129.
Larmer, R. A.: 1992, 'Whistleblowing and Employee Loyalty', Journal of Business Ethics 11, 125–129.
LeClair, D. T. and L. Ferrell: 2000, 'Innovation in Experiential Business Ethics Training', Journal of Business Ethics 23, 313–322.
Lutz, W.: 1989, Doublespeak (Harper, New York).
Miceli, M. P., J. B. Dozier and J. P. Near: 1991, 'Blowing the Whistle on Data Fudging: A Controlled Field Experiment', Journal of Applied Social Psychology 21, 271–296.
Nadkarni, S.: 2003, 'Structural Methods and Mental Models of Students', Academy of Management Learning and Education 2, 335–351.
Nussbaum, M.: 1990, 'Finely Aware and Richly Responsible', Essays in Philosophy and Literature (Oxford University Press, New York).
Rosenfeld, P., R. A. Giacalone and C. Riordan: 2002, Impression Management: Building and Enhancing Reputations at Work (Thompson Learning, London).
Saxby, C. L., P. K. Tat and J. T. Johansen: 2000, 'Measuring Consumer Perceptions of Procedural Justice in a Complaint Context', Journal of Consumer Affairs 34, 204–225.
Schlenker, B. R.: 1980, Impression Management: The Self Concept, Social Identity, and Interpersonal Relations (Brooks/Cole, Monterey, CA).
Sims, R. L. and J. P. Keenan: 1998, 'Predictors of External Whistleblowing: Organizational and Intrapersonal Variables', Journal of Business Ethics 17, 411–422.
Smart, D. T. and C. L. Martin: 1989, 'Consumer Correspondence: An Exploratory Investigation of Consistency between Business Policy and Practice', Journal of Consumer Affairs 23, 364–382.
Tanner, J. and M. Cuff: 1999, 'The Transient Effects of Limited Ethics Training', Journal of Education for Business 74, 332–338.
Werhane, P.: 1996, 'The Business Ethics of Risk, Reasoning, and Decision Making', in D. M. Messick and A. E. Tenbrunsel (eds.), Codes of Conduct (Russell Sage Foundation, New York).
West, J., E. Berman, S. Bonczek and E. Kellar: 1998, 'Frontiers in Ethics Training', Public Management 80, 4–9.
Whitely, R. C.: 1991, The Customer Driven Company: Moving from Talk to Action (Addison-Wesley, Reading, MA).
Ziethaml, V. A., L. L. Berry and A. Parasuraman: 1988, 'Communication and Control Processes in the Delivery of Service Quality', Journal of Marketing 52, 35–48.
Author information
Authors and Affiliations
Rights and permissions
About this article
Cite this article
Jurkiewicz, C.L., Giacalone, R.A. & Knouse, S.B. Transforming Personal Experience into a Pedagogical Tool: Ethical Complaints. Journal of Business Ethics 53, 283–295 (2004). https://doi.org/10.1023/B:BUSI.0000039416.21807.61
Issue Date:
DOI: https://doi.org/10.1023/B:BUSI.0000039416.21807.61