Managing Complex-Negative Services: Service Providers’ Use of Ethics Committees and Consultation in Healthcare Institutions

50 Pages Posted: 14 Sep 2016

See all articles by J. Daniel Zyung

J. Daniel Zyung

Southern Methodist University (SMU) - Strategy & Entrepreneurship Department

Vikas Mittal

Rice University

Sunder Kekre

Carnegie Mellon University

GG Hegde

University of Pittsburgh

Jennifer Shang

University of Pittsburgh - Katz Graduate School of Business

Brian Marcus

Yale University - School of Medicine

Arvind Venkat

Allegheny Health Network - Allegheny General Hospital; Allegheny Health Network - Department of Emergency Medicine; Drexel University - College of Medicine

Date Written: September 13, 2016

Abstract

In complex-negative services such as healthcare, service providers often confront ethical dilemmas, which are often resolved through the use of an ethics committee (EC). These dilemmas commonly surround difficult issues such as end-of-life care and conflict among caregivers of a disabled patient. Despite the meteoric rise of ECs, there is very little research on how service providers engage with an ethics committee (EC). This study shows that healthcare-service providers with a task- or relationship-management role in hospitals differ in their likelihood to use an EC and/or request formal ethics consultation. Results based on 1,440 observations support the theoretically hypothesized relationships. Service providers’ role — task- or relationship-management — influences their likelihood to engage the EC for initial consultation. Their further expectation for the EC to prescribe a specific outcome is jointly moderated by their managerial role and prior experience in ethical dilemmas. Our results offer theoretical insights into the use of ECs in complex-negative services. Managerially, our results show how organizations delivering complex-negative services can enhance the use of ECs to help address ethical dilemmas.

Keywords: Service Provider; Healthcare Services; Ethics Committees; Task Management; Relationship Management; Ethical Dilemma; Decision Making

Suggested Citation

Zyung, J. Daniel and Mittal, Vikas and Kekre, Sunder and Hegde, GG and Shang, Jennifer and Marcus, Brian and Venkat, Arvind, Managing Complex-Negative Services: Service Providers’ Use of Ethics Committees and Consultation in Healthcare Institutions (September 13, 2016). Available at SSRN: https://ssrn.com/abstract=2838416 or http://dx.doi.org/10.2139/ssrn.2838416

J. Daniel Zyung

Southern Methodist University (SMU) - Strategy & Entrepreneurship Department ( email )

United States

Vikas Mittal (Contact Author)

Rice University ( email )

6100 South Main Street
250 McNair
Houston, TX 77005-1892
United States

Sunder Kekre

Carnegie Mellon University ( email )

Pittsburgh, PA 15213-3890
United States

GG Hegde

University of Pittsburgh ( email )

135 N Bellefield Ave
Pittsburgh, PA 15260
United States

Jennifer Shang

University of Pittsburgh - Katz Graduate School of Business ( email )

Pittsburgh, PA 15260
United States

Brian Marcus

Yale University - School of Medicine ( email )

333 Cedar Street
New Haven, CT 06520-8034
United States

Arvind Venkat

Allegheny Health Network - Allegheny General Hospital ( email )

320 East North Avenue
Pittsburgh, PA 15212
United States

Allegheny Health Network - Department of Emergency Medicine ( email )

Allegheny General Hospital, Level 01 320 East N
Pittsburgh, PA 15212
United States

Drexel University - College of Medicine ( email )

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