Faculty Publications

Title

Sources of ethical conflict in service channels of distribution: Managerial implications for improving client-based relationships

Document Type

Article

Journal/Book/Conference Title

Journal of Marketing Channels

Volume

7

Issue

4

First Page

1

Last Page

21

Abstract

Service channels present intricate behavioral settings for understanding the sources of moral dilemmas that may arise between service providers and their customers. Examples of such services are psychiatric treatments, and consulting. The present manuscript empirically evaluates the sources of moral dilemmas in a healthcare channel setting. An Ethical Conflict Questionnaire, a 41-item, self-report attitude measure, was sent to a random national sample of healthcare workers. A factor analysis revealed six unethical practices; using punitive restraint, allowing patients to have sexual relations with others, using cameras, allowing patients to have sexual relations with professionals, manipulating patients, and controlling patients. A multivariate analysis of variance further indicated that age, gender, professional affiliation and specific referral of patients to one’s healthcare institution significantly affected various studied practices. Implications for channel marketers are outlined. © 2000, Taylor & Francis Group, LLC. All rights reserved.

Original Publication Date

8-30-2000

DOI of published version

10.1300/J049v07n04_01

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