To do or not to do? A typology of ethical dilemmas in services (TEDS)

IF 7.8 2区管理学 Q1 MANAGEMENT

Journal of Service Management Pub Date : 2024-05-27 DOI:10.1108/josm-11-2023-0471

Rodoula H. Tsiotsou, Sertan Kabadayi, Jennifer Leigh, Julia Bayuk, Brent J. Horton

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引用次数: 0

Abstract

Purpose

This paper seeks to deepen and improve our understanding of business ethics in services by developing a typology that reconciles and integrates disparate and often conflicting ideas and viewpoints while providing practical guidance for ethical decision-making.

Design/methodology/approach

The paper examines current theoretical approaches in ethics to provide an understanding of the ethical theories, how they have been applied and how they have evolved in businesses and marketing. It discusses conceptual issues related to ethical dilemmas and the available typologies.

Findings

Based on the axioms of the Triple-A Framework for Ethical Service Research, the Typology of Ethical Dilemmas in Services (TEDS) is proposed. The typology identifies three types of dilemmas based on four dimensions considering all service interactions guided by normative ethics (virtue, deontological and consequentialism).

Practical implications

The proposed DILEMMAS process illustrates the practical application of TEDS.

Originality/value

This paper extends the ethics and services literature by offering a novel theoretical and practical approach to addressing ethical dilemmas. TEDS is authentic, advances our knowledge and applies to all service organizations that aim to manage ethical dilemmas effectively.

查看原文本刊更多论文

做还是不做？服务业道德困境类型（TEDS）

本文试图通过建立一种类型学来加深和提高我们对服务业商业道德的理解，这种类型学可以调和并整合不同的、往往是相互冲突的观点和看法，同时为道德决策提供实用指导。本文研究了当前的道德理论方法，以了解道德理论、这些理论在企业和市场营销中的应用和发展情况。论文讨论了与道德困境相关的概念问题以及现有的类型学。研究结果根据道德服务研究三A框架的公理，提出了服务道德困境类型学（TEDS）。该类型学基于四个维度确定了三种类型的困境，考虑了以规范伦理学（美德论、道义论和结果论）为指导的所有服务互动。原创性/价值本文扩展了伦理学和服务文献，为解决伦理困境提供了一种新颖的理论和实践方法。TEDS 是真实的，增进了我们的知识，适用于所有旨在有效管理道德困境的服务组织。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Service Management MANAGEMENT-

CiteScore

19.20

自引率

9.40%

发文量

期刊介绍： The Journal of Service Management (JOSM) centers its scope on research in service management. It disseminates papers showcasing distinctive and noteworthy contributions to service literature, serving as a communication platform for individuals in the service management field, transcending disciplines, functional areas, sectors, and nationalities. The journal publishes double-blind reviewed papers emphasizing service literature/theory and its practical applications.