A Nietzschean Critique of Customer Service (Oh, Yeah!)

In classical literature, an apology can mean a defense, such as Plato’s Apology. In modern parlance, an apology is known as an expression of genuine sorrow and an acceptance of responsibility for having caused harm to another person. According to Business Ethics for Dummies, corporate apologies should be sincere, as soon as possible, and be coupled with a correction to the problem.[1] Consumers should be on guard lest a company use the semblance of an apology for marketing purposes, and, more generally, to manipulate, which in itself belies the “apology.” Robert Bacal advises that an apology be used as a strategy to use “along with other techniques.”[2] An apology as a technique in a strategy is a means, and thus as such it harbors ulterior motives. This invites “perfunctory or insincere apologies,” which are “worse than saying nothing at all.”[3] Even a sincere apology as a means to get something suffers from ulterior motives. For example, Bacal advises that a “sincere apology can help calm a customer, particularly when you or your company has made an error. You can apologize on behalf of your company.”[4]  A sincere apology is mutually exclusive with an ulterior motive, especially one that is self-beneficial in some way; the orientation must be to the error.  The manager who wants to give the impression of an apology in order to disarm the aggrieved customer therefore falls short, for such manipulation eclipses genuine sorrow.

The full essay is at "A Nietzschean Critique of Customer Service."

See also the non-duplicate section on apologies in ch. 4 of On the Arrogance of False Entitlement: A Nietzschean Critique of Business Ethics and Management, available in print and as an ebook at Amazon.

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1. Norman Bowie and Meg Schneider, Business Ethics for Dummies (Hoboken, NJ: Wiley, 2011), 239.

2. Robert Bacal, Perfect Phrases for Customer Service, 2^nd Edition (New York: McGraw Hill, 2011), 19. Italics added.

3. Robert Bacal, Perfect Phrases for Customer Service, 2^nd Edition (New York: McGraw Hill, 2011), 19.

4. Robert Bacal, Perfect Phrases for Customer Service, 2^nd Edition (New York: McGraw Hill, 2011), 19.

Unethical Business at Volkswagen: Loans Cut off

As R&D was at a premium in car companies reorienting to electric and even driverless cars, Volkswagen could ill-afford the suspension of the European Investment Bank’s low-cost financing in 2017. The company “was barred from receiving European Union research funding over allegations it misused a previous loan to cheat on emissions” by programming “11 million cars to fool regulators.”[1] At issue were the company’s “use of so-called defect devices, software that caused pollution controls in diesel motors to work properly only when the engine computer detected that an official emissions test was underway.”[2] Accordingly, the European Anti-Fraud Office concluded that the company had misled authorities about how €400 million ($472 million) was used ostensibly to develop engines to be more fuel efficient and thus pollute less. I contend that the company’s reply was worse than none.

The full essay is at "Unethical Business at Volkswagen."

A related book: Cases of Unethical Business, can be obtained in print or as an ebook at Amazon.com.

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1. Jack Ewing, “European Bank Cuts Funds to VW Because of Emissions Fraud,” The New York Times, August 1, 2017.

2. Ibid.

On the Arrogance of False Entitlement: A Nietzschean Critique of Business Ethics and Management

Nietzsche is perhaps most stunning in his eviscerating critiques of modern morality and, relatedly, Christianity. His pessimistic attitude toward modern management is less flashy, but no less radical, for the business world would look very different were it populated by Nietzschean strength rather than so much weakness that in spite of which—and because of which, seeks to dominate even and especially people who are stronger. Accordingly, this book provides formidably severe critiques of both business ethics and management and sketches Nietzsche’s notion of strength as an alternative basis for both. Nietzsche’s notion of the ascetic priest as a bird of prey with an overwhelming urge to dominate eerily similar to both the business manager and the ethicist. Therefore, the last two chapters are on Nietzsche’s unique take on Christianity, and John D. Rockefeller, a devout Baptist ostensibly compatible even with being an acidic monopolist. 

On the Arrogance of False Entitlement: A Nietzschean Critique of Business Ethics and Management is available in print and as an ebook at Amazon. 

Institutional Conflicts of Interest: Business and Public Policy

Typically people react emotionally much more severely to an exploited conflict of interest when a person gains a personal benefit such as through a bribe. If company, or even an office or department thereof, stands to benefit inordinately, American society typically looks the other way on the institutional conflict of interest rather than taking it apart. This may just be human nature. However, the troubling institutional arrangements within an organization or between them may be tolerated because of the erroneous assumption that conflicts of interest are unethical only when they are exploited. Accordingly, the book provides a solid grasp of the structure and essence of the conflict of interest in order to make the case that it is inherently unethical. Examples of institutional conflicts of interest readily come from business, with particular attention to corporate governance and the financial sector, as well as from how business and government relate, such as through regulation The reader should come away with a sense of just how pervasive and ethically problematic institutional conflict of interests are. 

The book, Institutional Conflicts of Interest: Business and Public Policy, is available in print and as an ebook at Amazon.com

The Spanish Recovery: On the Roles of Budget Constraints and Exports

In 2007, the E.U. state of Spain “was hopelessly addicted to a credit-fueled construction boom that produced a shattering bust, leaving banks collapsing in the face of bad loans.”[1] A decade later, the state’s economy was “expanding at around 3 percent” over the previous year, “producing goods for export, generating jobs,” and pointing to possible E.U.-wide economic recovery.[2] The Spanish economy had returned to its pre-crisis size, according to the state’s government, yet the economy had not yet solidified a firm foundation and unemployment was still stubbornly high.

The full essay is at "The Spanish Recovery."

See Related: Essays on the E.U. Political Economy, which is available in print and as an ebook at Amazon. 

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1. Peter S. Goodman, “Spain’s Long Economic Nightmare Is Finally Over,” The New York Times, July 28, 2017.

2. Ibid.

Cases of Unethical Business: A Malignant Mentality of Mendacity

The book, Cases of Unethical Business: A Malignant Mentality of Mendacity, presents a number of cases of unethical conduct at American companies in several industries, along with some cases from other regions of the world for comparative perspective. A variety of industries are represented so to evince a common denominator lurking beneath specific instances of unethical conduct in business. The emphasis here is not on ethical decision-making, for it does not go deep enough. Rather, the underlying mentality out of which the decisions come is to be unearthed to be examined in the light of day. The mentality can be characterized as a mendacious narcissism having little or no regard for other people or institutions; yet even this characterization is incomplete, for a certain presumptuousness or even arrogance is can also be discerned in the cases. The mentality can be deemed to be inherently unethical in itself, regardless of whether any ensuing sordid conduct ensues.
 

The book, Cases of Unethical Business, can be obtained in print or as an ebook at Amazon.com.

Sitting U.S. Presidents Are Not above the Law

Imagine the following hypothetical: a U.S. president, while in office, sneaks out of the White House in a tunnel, walks a few blocks further, and shoots a passerby in the head. The president returns to the White House as if the incident had not occurred. The only hint of the murder lies in the pardon that he gives himself for any crimes committed while in office. Would such a president be on solid legal grounds? 

The full essay is at "Not above the Law"

The Unenforceable E.U. as Poland Legislates to End its Judiciary’s Independence

With a state government rapidly moving on legislation that would end the independence of that state’s judiciary, the E.U. Commission announced that it would invoke Article 7 against that state. An independent judiciary is a staple of democratic governance, and is thus required of a state (as well as at the federal level, in regard to the independence of the European Court of Justice from the other branches of the federal government).  If invoked, Article 7 of the E.U.’s basic (i.e., constitutional) law would deprive the state of Poland of its voting rights at the federal level. The independence of state courts is that important in the E.U., and yet for the article to go into effect, the European Council’s vote, excepting Poland, must be unanimous. Already, the governor of the state of Hungary had made clear that he would vote against invoking the article—that state having its own constitutional troubles with the E.U. Commission and being friendly with Poland.  In other words, two conflicts of interest came into play immediately, even as the Polish legislature was still voting on the proposed judicial reform.

The full essay is at "The Unenforceable E.U.."

Essays on the E.U. Political Economy: Federalism and the Debt Crisis

The collection of essays comprising The E.U. Political Economy looks broadly at the E.U.'s federal system, with particular attention to the states, including the matter of "Brexit," which refers to the secession of Britain from the Union. The text then turns more narrowly to the government-debt and banking crisis that occurred in the wake of the financial crisis of 2008. The backdrop of federalism is meant to convey the point that weaknesses in that political system hampered the E.U.'s handing of its states and banks that were in trouble with debt. Lastly, several essays are presented on some more general aspects of the E.U.'s political economy. Rather than being heavily theory-oriented, the essays draw on contemporaneous news reports to quote from practitioners from business and government.

Essays on the E.U. Political Economy is available in print or as an ebook at Amazon.

Referendum on Euro in Latvia: Core of Europe

Two decades after leaving the Soviet Union, Latvia was in 2012 an E.U. state preparing to adopt the euro currency. “We want to be a part of the core of Europe,” Prime Minister Valdis Dombrovskis said. Noting that the GDP was forecast to rise 5% in 2012, he could boast that his state would be an asset to the “Eurozone.” Indeed, only three of the 17 states using the euro—Finland, Luxembourg and Estonia—were expected to have budget deficits of less than 3% of GDP and debt of less than 60 percent—the two key requirements for joining the euro, which Latvia was poised to meet.

  Latvia's PM Valdis Dombrovskis wants to push forward on the euro without a referendum. At what cost politically though?         Getty Images

The full essay is at "Essays on the E.U. Political Economy," available at Amazon.

The Regensburg Domspatzen: Systemic Abuse of Kids in an Established Religious Institution

The utility from beautiful music for many does not justify the physical and sexual abuse of a relative few. Even though utilitarianism goes by the motto, the greatest pleasure (and least pain) for the greatest number, the severity of the pain to a few can, I submit, outweigh a more widespread, yet relatively superficial, pleasure for others. Surely the intensity of pleasure and pain must enter into the ethical calculus. I have in mind here the Regensburg Domspatzen, a Roman Catholic boys choir, in the E.U. state of Germany. This case points to the default power of established institutions and a religious psychology.

The full essay is at "The Regensburg Domspatzen."

U.S. Senators: Falling Short in Representing their States

Like the European Council of the E.U., the U.S. Senate has polities rather than citizens as represented members. That is to say, in both cases, the states are represented. In the case of the E.U., the chief executives of the respective states represent them. In the U.S. case, the citizens of the states elect senators directly, who in turn are tasked with representing their respective states. From the standpoint of representing the polities, the E.U. case is tighter, for a U.S. senator is susceptible to the temptation to vote in the interests of the state’s citizens who voted rather than of the state itself. The two interests may overlap, but they are not identical, for citizens of a member-state may or may not be interested in protecting the prerogatives of the state (government). The Republican legislative responses to the Affordable Care Act (i.e., “Obamacare”) are a case in point. 

The full essay is at "U.S. Senators Falling Short."

For more on the U.S. Senate and the E.U. Council, see the book: Essays on Two Federal Empires, available in print and as an ebook at Amazon.com.

Spiritual Leadership in Business: Transcending the Ethical

The spiritual business leader who searches for personal and profes-sional integration is the chief beneficiary of this booklet, which can also be taken for a way to promulgate meagerly a new theory on the phenomenon of religion that stresses its uniqueness and distinctiveness. I begin with spirituality in order to find cleave distinctive nature off any reduction to ethics. In distinguishing spirituality from ethics, I look at religious experience of transcendence as a more suitable basis for spirituality. Next I’ll look at the business literature on spiritual leadership—scholarship that conflates such leadership with ethical leadership. I extract residue from that extant literature that can serve as a launching pad for an account of spiritual leadership that is grounded in transcendent religious experience.

The book: Spiritual Leadership in Business is available in print and as an ebook at Amazon.com

Essays on the Financial Crisis

The financial crisis that peaked in the United States during the fall of 2008 is an excellent case study of what can go wrong with leadership and corporate governance in business, financial ethics, government regulation directed both to the firm level and that of the financial system itself, and legal accountability for the culprits. The collection of essays begins with a series of essays on Lehman Brothers, with particular attention on its last CEO, Richard Fuld. Given the fraud surrounding subprime-mortgage bonds at numerous banks, the second part of the book looks at why legal accountability was so elusive in the United States. Weaknesses in the financial regulation, with particular attention to whether agencies had been captured by their respective regulated firms, comprises the third part. The fourth part examines the culpability of the Federal Reserve Bank, which had perhaps been too close to its regulated banks to anticipate the crisis. The book concludes with essays on why business ethics had been so very weak. The careful reader will take from the book a sense that the financial system remained vulnerable even after government attempts to reduce the systemic risks of a big bank going under. 

The book: Essays on the Financial Crisis, is available in print and as an ebook at Amazon.com.

Essays on Two Federal Empires

This collection of essays suggests that the E.U. and U.S. are both cases of modern federalism at the empire political-level and scale. Distinct attributes and dynamics apply, which do not apply at the state level. Unfortunately, too often today, people treat a state in one union as equivalent to the other union rather than to one if its own states. This category mistake ignores vital differences, and thus is apt to result in sub-optimal public policy and even governmental design. To be sure, each union faces its own risks--dissolution being a threat for the E.U. and consolidation for the U.S. Though correcting for the passage of time, dissolution is/was a risk for both the early E.U. and the early U.S. Such a basis of comparison is optimal. Americans and Europeans can indeed learn from each other, with more perfect unions resulting. 

The book, Essays on Two Federal Empires, is available in print and as an ebook at Amazon.com.