... association between the word “robot” and agency and that the higher agency attributed to self-service machines framed as robots (vs automatic machines) leads, in turn, to a more positive service evaluation in case of service failure. Design/methodology/approach The authors have conducted four experimental...

... the “norm.” However, the industry as a whole is beginning to wake up to the importance of inclusivity and valuing consumer diversity (Edwards et al., 2018 ; Fisk et al., 2018). Holistic research exploring service experiences of people with disabilities within the context of agency...

... Service processes Service dominant logic SDL Value co-creation practices Routine dynamics Institutional change Actors Dialectics Coordination Agency Drawing on Giddens (1984) , early versions of routine dynamics theory suggested that routines involve two mutually constitutive aspects...

... for the vulnerable consumer – labelling these transformative service mediators (TSMs). Design/methodology/approach The authors develop a theoretical framework for the activities of mediators in value co-creation considering the interrelationships of vulnerability, structure and agency. The authors then use...