Yagil, Dana; Shultz, Tamar - In: Journal of Service Theory and Practice 27 (2017) 3, pp. 689-711
Purpose Service employees are frequently exposed to moral dilemmas as a result of their boundary role, attending to the … that generate moral dilemmas in the service context, as well as emotions related to employees’ moral decisions. Design …/methodology/approach Using the critical incidents technique, data were collected from service providers about moral dilemmas in the workplace …