The Impact of Marketing Ethics on Customer Loyalty: A Conceptual ‎ Framework

Abstract

The purpose of this study is to develop a conceptual framework to identify the impact of ‎marketing ethics on customer loyalty in Palestine. The study relies on two mobile phone companies‎: Jawwal and Ooredoo Palestine. It accounts for the Palestinian ‎environment, which is characterized by political and economic instability, due to the Israeli ‎occupation since 1948, the division of the ‎homeland (the West Bank and the Gaza Strip), and the Israeli siege on the Gaza Strip. The study contributes to pinpoint strengths and weaknesses of both companies and shed light on their marketing and ethical behaviors. Findings show that customer satisfaction ‎greatly affects marketing strategies and ethical behavior. The study concludes to important remarks. Palestinian companies are encouraged to develop their marketing plans and highlight surrounding ethical ‎standards to address special characteristics of the Palestinian society. This will increase customer satisfaction, retention, and loyalty which will positively affect company's profitability and performance.