This research is important because it empirically tests why ethical behavior by business and government leaders is essential for good management—which is to earn trust from customers and constituents—thus ensuring organizations are successful, for the greater good, over the long term,...

Purpose: The customer contact approach to service has been at the core of service theory since the 1970s. It suggests that the potential operating efficiency of a service is inversely related to the extent of customer contact with the provider's operations and that various service design issues...