Conceptualizing service ethics for the complexity of modern service interactions

Samuel Petros Sebhatu, Qusay Hamdan and Raymond P. Fisk

The Service Industries Journal, 2024, vol. 44, issue 9-10, 766-788

Abstract: The emergence of digital service platforms enabled numerous interaction effects that remain largely unexplored, especially when it comes to the intended or unintended impacts on non-customers. This article conceptualises service ethics for modern interactions enabled by digital service platforms. The conceptual framework is illustrated through two narratives of non-customers intentionally and unintentionally exploited by customer interactions enabled by digital service platforms. By integrating theoretical insights with illustrative narratives, this article demonstrates the potential impact of digital service platforms on non-customer well-being, highlighting instances of exploitation and unintended consequences. This study advances service research by focusing on non-customers who might experience intentional or unintentional exploitation. Furthermore, this article outlines a future research agenda for exploring and advancing the understanding of service ethics along with implications for fostering ethical business practices and shaping ethical societal norms.

Date: 2024
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/02642069.2024.2359651 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:44:y:2024:i:9-10:p:766-788

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642069.2024.2359651

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().