Q.Sana places an order on online, but when the delivery comes she refuses to accept and make the payment as company delivered the order late by two months. What is the value missing in the conduct of the company ?

The company failed to honour its promised delivery timeline — the missing value is promptness and reliability towards the consumer, a core business ethic.

Business ethics requires a firm to deal fairly and honestly with every stakeholder group, and consumers are among the most important of these. When a company accepts an online order, it implicitly promises to deliver the goods within a reasonable, agreed time. Here, the company delivered Sana's order two months late, which represents a serious lapse in:

• Reliability — customers plan their needs around the promised delivery date; a two-month delay defeats the very purpose of the order.
• Commitment to service quality — timely delivery is a basic element of good customer service and of the value a business is expected to deliver in exchange for payment.
• Respect for the customer's trust — Sana trusted the company enough to order and presumably pay (or agree to pay) online; the company's delay broke that trust. …