Moral and Ethical Dilemmas in Service Industry Impact Trust, Fidelity, and Relational Security
Trust is a crucial element in any relationship. It determines how much people rely on each other to fulfill promises, honesty, responsibility, loyalty, reliability, and accountability. Fidelity is a core value that helps individuals stick to their commitments without engaging in acts like infidelity and betrayal. Relational security refers to how much people can count on others for support in times of need.
Moral and ethical dilemmas experienced in service impact trust, fidelity, and relational security in several ways. This essay will provide an in-depth analysis of these impacts.
Impact of Moral Dilemmas on Trust
When service providers face moral dilemmas, they may act against professional standards and code of conduct.
When a nurse is assigned to treat an HIV patient, but due to religious or cultural beliefs, she refuses to administer medication or treatment, this affects the quality of care provided. The patient's health may suffer while the nurse fails to follow procedures despite knowing what is best for them. Such incidences create mistrust between clients and service providers as they feel betrayed because their needs are not met according to protocol. This erodes trust and creates distrust in future interactions with such professionals.
Impact of Ethical Dilemmas on Fidelity
Ethical issues occur when service providers make choices based on personal opinions instead of agreed-upon guidelines. An example of this is when a therapist uses her position to seduce a client who is vulnerable due to emotional instability. In such cases, the provider violates professional boundaries and breaks client confidentiality. Clients lose faith in the service provider since they believe that they cannot be trusted with sensitive information. This undermines fidelity and leads to suspicion even if the service provider is innocent.
Impact of Moral Dilemmas on Relational Security
Morality entails acting based on right and wrong principles while ethics refer to following rules and regulations. Moral dilemmas like sexual harassment by supervisors towards subordinates lead to fear, anxiety, depression, and resignation among employees. These actions harm relational security as workers are no longer comfortable sharing intimate details, especially about work performance, with those in authority. When leaders abuse power, it impacts loyalty, commitment, engagement, collaboration, and teamwork. As a result, employees may seek alternative employers or quit altogether, which affects relational security.
Moral and ethical dilemmas experienced in service impact trust, fidelity, and relational security. Trust suffers because of inconsistent decisions made against established protocols and policies. Fidelity diminishes when professionals act unethically, breaking rules and betraying clients' confidences.
Relational security suffers when workers feel insecure and unsafe due to their bosses' immoral behaviors. Therefore, providers must maintain high standards of morality and adhere to ethical guidelines to improve service delivery quality and enhance trust, fidelity, and relational security.
How do moral and ethical dilemmas experienced in service impact trust, fidelity, and relational security?
Moral and ethical dilemmas may arise when individuals are faced with decisions that challenge their personal values and beliefs. These situations often involve conflicting obligations, and the individual must decide which course of action to take based on their moral principles and social norms. When these issues occur during service interactions, they can have significant consequences for trust, fidelity, and relational security.