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Ethics In Hospitality and Tourism CUSTOMER RELATIONS IN THE TRAVEL INDUSTRY ETHICS: A set of moral rules that help people decide right from wrong. ETHICAL BEHAVIOR: Doing the right thing, even when under pressure to do the wrong thing. Ethical Behavior Includes: •Honesty •Integrity •Commitment to excellence •Fairness •Loyalty •Trustworthiness •Accountability •Concern & respect for others •Maintaining a customer’s right to privacy Managers should always discourage unethical behavior and be role models for ethical behavior. CODE OF ETHICS A written list of rules for ethical behavior; code of conduct •Focuses on employees and customers •Helps employees make difficult decisions •Must constantly be revised *Most professional organizations have developed a code of ethics for their members. Ethical Decision-Making •The way employees make decisions impacts on customer satisfaction, employee satisfaction, and business success. •Family pressures, peers, demands of home, school, and work, financial problems, and personal goals influence ethical decisions. Questions to help with ethical decision-making •Is it legal? •Does it hurt anyone? •Is it fair? •Am I being honest? •Can I live with myself? •Would I publicize my decision? •What if everyone did it?