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.

中文翻译：

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做还是不做？服务中的道德困境的类型学（TEDS）

 目的

本文旨在通过开发一种类型学来调和和整合不同且经常相互冲突的想法和观点，同时为道德决策提供实践指导，从而加深和提高我们对服务业商业道德的理解。

设计/方法论/途径

本文探讨了当前的道德理论方法，以提供对道德理论、它们如何应用以及它们在商业和营销中如何演变的理解。它讨论了与道德困境和可用类型相关的概念问题。

 发现

基于道德服务研究 3A 框架的公理，提出了服务道德困境类型学 (TEDS)。该类型学根据四个维度确定了三种类型的困境，考虑到规范伦理（美德、道义论和结果论）指导的所有服务交互。

 实际影响

所提出的 DILEMMAS 流程说明了 TEDS 的实际应用。

 原创性/价值

本文通过提供一种新颖的理论和实践方法来解决道德困境，扩展了道德和服务文献。 TEDS 是真实的，可以增进我们的知识，适用于所有旨在有效管理道德困境的服务组织。