Establishing ethical boundaries for service providers: a narrative approach

Journal of Services Marketing

Volumn 11, Issue 4, 1997, Pages 265-277

  Bush, Victoria ^a   Harris, Sharon ^b   Bush, Alan ^b  

^a UNIVERSITY OF MISSISSIPPI   (United States)

^b UNIVERSITY OF MEMPHIS   (United States)

Author keywords

Ethics; Marketing; Narratives; Services

Indexed keywords

EID: 84986091973     PISSN: 08876045     EISSN: None     Source Type: Journal    
DOI: 10.1108/08876049710171722     Document Type: Article

References (30)

1. Baucus, M.S. (1994), “Pressure, opportunity and predisposition: a multivariate model of corporate illegality, ” Journal of Management, Vol. 20 No. 4, pp. 699-721.
2. Berry, L.L. and Parasuraman, A. (1991), Marketing Services, The Free Press, New York, NY.
3. Bharadwaj, S.G., Varadarajan, P.R. and Fahy, J. (1993), “Sustainable competitive advantage in service industries: a conceptual model and research propositions, ” Journal of Marketing, Vol. 57 No. 4, pp. 83-99.
4. Bitner, M.J., Booms, B.N. and Mohr, L.A. (1994), “Critical service encounters: the employees’ viewpoint, ” Journal of Marketing, Vol. 58 No. 4, pp. 95-106.
5. Bitner, M.J., Booms, B.N. and Tetreault, M.S. (1990), “The service encounter: diagnosing favorable and unfavorable incidents, ” Journal of Marketing, Vol. 54 No.1, pp. 71-84.
6. Bush, A.J. and Bush, V.D. (1994), “The narrative paradigm as a perspective for improving ethical evaluations of advertisements, ” Journal of Advertising, Vol. 23 No. 3, pp. 31-41.
7. Change (1994), “Where the jobs are: college graduates and job prospects, ” Vol. 26 No. 1, p. 3.
8. Cronin, J.J. and Taylor, S.A. (1992, “Measuring service quality: a reexamination and extension, ”ournal of Marketing, Vol. 56 No. 3, pp. 55-68.
9. Crosby, L.A., Evans, K.R. and Cowles, D. (1990), “Relationship quality in services selling: an interpersonal influence perspective, ” Journal of Marketing, Vol. 54 No. 3, pp. 68-81.
10. Deighton, J. (1994), in Rust, R.T. and Oliver, R.L. (Eds), Service Quality: New Directions in Theory and Practice, age Publications, Thousand Oaks, CA, pp. 123-38.
11. Ferrell, O.C. and Gresham, L. (1985), “A contingency framework for understanding ethical decision making in marketing, ” Journal of Marketing, Vol. 49, Summer, pp. 87-96.
12. Ferrell, O.C., Gresham, L. and Fraedrich, J. (1989), “A synthesis of ethical decision models for marketing, ” Journal of Macromarketing, Vol. 9 No. 1, pp. 1-64.
13. Fisher, W. (1984), “Narration as a human communication paradigm: the case of public moral argument, ” Communication Monographs, Vol. 51 No.1, pp. 1-18.
14. Ford, R. and Richardson, W. (1994), “Ethical decision making: a review of the empirical literature, ” Journal of Business Ethics, Vol. 13, pp. 205-21.
15. Goody, J. and Watt, I. (1962-1963, The Consequences of Literary, Comparative Studies in Society and History, pp. 304-26, 332-45.
16. Greenwald, J. (1994), “The new service class, ” Time, Vol. 144 No. 20, p. 72.
17. Gronsbeck, B. (1983), “Narrative, enactment, and television programming, ” Southern Speech Communication Journal, Vol. 48 No. 3, pp. 229-43.
18. Howe, V., Hoffman, K.D. and Hardigree, D.W. (1994), “The relationship between ethical and customer-oriented service provider behaviors, ” Journal of Business Ethics, Vol.13, pp. 497-506.
19. Hunt, S. and Vitell, S. (1986), “A general theory of marketing ethics, ” Journal of Macromarketing, Vol. 6 No.1, pp. 5-16.
20. Jackall, R. (1988), Moral Mazes: The World of Corporate Managers, Oxford University Press, New York, NY.
21. Kelley, S. (1992), “Developing customer orientation among service employees, ” Journal of the Academy of Marketing Science, Vol. 20 No. 1, pp. 27-36.
22. Kennedy, E.J. and Lawton, L. (1993), “Ethics and services marketing, ” Journal of Business Ethics, Vol. 12, pp. 785-95.
23. Krashen, S. (1982), Principles and Practice in Second Language Acquisition, Pergamon Press, Oxford.
24. MacIntyre, A. (1981), After Virtue: A Study in Moral Theory, University of Notre Dame Press, Notre Dame, IL.
25. Mazis, M.B., Ahtola, O.T. and Klippel, R.E. (1975), “A comparison of four multi-attribute models in the prediction of consumer attitudes, ” Journal of Consumer Research, Vol. 1, pp. 38-52.
26. Osborn, M. (1967), “Archetypal metaphor in rhetoric: the light-dark family, ” Quarterly Journal of Speech, Vol. 53, April, pp. 115-26.
27. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), “A conceptual model of service quality and its implications for future research, ” Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
28. Reidenbach, R.E. and Robin, D. (1988), “Some initial steps toward improving the measurement of ethical evaluations of marketing activities, ” Journal of Business Ethics, Vol. 7, pp. 871-9.
29. Wellek, R. and Warren, A. (1956), Theory of Literature, Harcourt, Brace and World, New York, NY.
30. Woodruff, R.B., Cadotte, E.R. and Jenkins, R.L. (1983), “Modeling consumer satisfaction processes using experience-based norms, ” Journal of Marketing Research, Vol. 20, pp. 296-304