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

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.

Citation

Tsiotsou, R.H., Kabadayi, S., Leigh, J., Bayuk, J. and Horton, B.J. (2024), "To do or not to do? A typology of ethical dilemmas in services (TEDS)", Journal of Service Management, Vol. 35 No. 4, pp. 570-603. https://doi.org/10.1108/JOSM-11-2023-0471