A professional manager creates a complaint-resolution system instead of hiding customer complaints. Which professional quality is shown?

Correct answer: Service motive and responsibility

The governing concept is the service motive combined with managerial responsibility. A professional manager recognises that customers are important stakeholders and treats their complaints as information for correcting weaknesses. Establishing a resolution system makes the response systematic, transparent and accountable rather than merely attempting to protect the manager’s image. It shows concern for customer welfare, willingness to accept responsibility and commitment to improving organisational performance. Therefore option B is correct. Option A is too narrow because complaint handling is not simply promotion. Option C is unsupported because the action prioritises stakeholder service rather than personal gain. Option D is the opposite of the example, since a formal resolution system strengthens rules and procedures. The manager’s constructive response demonstrates ethical professionalism.