A review of ethics in the design of self-service websites amongst low-cost carriers in Ireland.

Abstract

Although ethical issues related to the Internet has been a widely debated topic, little has been written on subtle ethical questions such as the exploitation of Web technologies to inhibit customer service. Increasingly, some firms are using Websites to create distance between them and their customer base in specific areas of their operations while simultaneously developing excellence in sales transaction completion via self-service. This paper examines the low-cost, Web-based self-service airline industry in Ireland.