Ethics as an element of personnel management in services

Abstract

Services are an important area of business activity and a special kind of product, as services are defined as an activity rendered by one person (service provider) to another (service recipient). Thus, personnel plays an important role in a service company. In the process of personnel management in a service enterprise, the importance of ethics is increasingly being raised. Regardless of the size of the enterprise, those managing it must act in an ethical, mature, and conscious way. Personnel management can provide benefits for both employers and employees. Employees are considered as the most valuable asset of service enterprises. Forming lasting teams and minimizing turnover rates are among the main tasks of personnel management in service companies in a competitive market. In enterprises where employees are praised and treated appropriately, their morale improves, and proper ethical norms are established, leading to long-lasting and positive relationships between employers and their employees. It results in a stronger bond among employees, fostered by a friendly and stimulating work environment. This article focuses on the importance of ethics in personnel management in service enterprises. It is a review article based on a critical analysis of the subject literature and data from available reports and market research. The aim of the article is to analyse selected issues related to the ethics of personnel management in service enterprises, with a special emphasis put on building relationships in a multigenerational working environment. The following research questions were raised: What is the importance of work ethic in service enterprises? Is it possible to build good and ethical relationships in a multigenerational work environment in service enterprises? The conducted literature review and analysis of the available data showed that work ethic is of utmost importance for boosting the competitiveness of service enterprises, thus influencing the quality of services and customer satisfaction. Definitely, it requires the employer’s awareness of multigenerational differences in the approach to work and the application of this knowledge in the personnel management process. The issue touched upon in this article requires further, deeper studies and analyses.