Conceptualizing service ethics for the complexity of modern service interactions

Abstract

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.