This post is part of the Bible and Business series on Christian Ethics for Christian Business Owners.
Product quality refers both to the manufacturing of the product as well as to the marketing of the product. If the marketing suggests that the product is an average quality product, then the consumer can expect an average quality in the manufacturing of the product. But when there is a mismatch between marketing and manufacturing, then an ethical decision will present itself. An obvious example is when a product is marketed as a high-end product that is manufactured with only the highest grade of ingredients or raw materials but lesser ingredients or materials are using to produce the product.
This situation is a moral temptation for the owner because, presumably, the owner can increase gross margins[1] on each product by presenting the product as “top-quality”, which justifies a “top price,” but is manufactured with lower quality, lower priced materials, thus creating a wider gross margin.
This is not an example of “loving your neighbour as yourself.” Would an owner be delighted to overpay for an average product or service? The answer is “no.” This is also a form of lying (You shall not give false testimony) and it dishonours the customer (Honor your father and mother).
[1] A “gross margin” is calculated by subtracting the costs to produce the produce from the revenue generated by the poduct sales.
