Deliberate Discomfort: The Ethical Implications and Consequences of Hurting Customers' Feelings
List of Authors
  • Anizah Zainuddin, Sarah Addeany Ridzwan

Keyword
  • Inventory, Religious Differences, Retail

Abstract
  • Recent years have seen a disturbing increase in incidents in the retail sector. These incidents are fuelled by discord, division and even animosity stemming from religious differences. It is inevitable that certain factors will incite consumer outrage when religion enters the marketplace. The controversy surrounding the printing of Allah's name on socks is a clear example of the complexities at the intersection of religion and public discourse in Malaysia. This study set out to investigate how such issues impact the shopping emotions of Malaysians, particularly among the younger generation. We employed a thematic qualitative data design and analysed responses from a purposive sample of 30 undergraduate students from a prominent university in the Klang Valley. The findings are clear: the majority of young consumers view the use of offensive religious imagery or messaging as a critical factor leading to negative emotional reactions. The presence of inappropriate religious symbols or themes in products is perceived as an act of disrespect, triggering strong adverse responses. Based on these insights, retailers must adopt proactive measures to prevent conflict, division, and hostility arising from specific religious distinctions in future inventory planning, particularly in the Malaysian context.

Reference
  • No Data Recorded