... may be seen at Link to the terms of the CC BY 4.0 licence. Servicescape Customer vulnerability Qualitative research Transformative services Customers experiencing vulnerabilities – that is, customers experiencing states of powerlessness and a loss of personal control – require...

... author Nanouk Verhulst nanouk.verhulst@vub.be 13 08 2025 15 09 2025 30 09 2025 30 09 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Culture TSR Well-being Service inclusion/diversity Servicescape Customer...

... Caldeira Daré Artoni dare@alumni.usp.br 17 01 2025 20 07 2025 10 09 2025 30 09 2025 02 10 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Ethnography Customer vulnerability Transformative service research (TSR...

... Licensed re-use rights only Service encounter Frontline service employees Customer vulnerability Culture Transformative service research (TSR) Globally, approximately 304 million people were living as international migrants in 2024 (United Nations, 2025), seeking better economic...

... for men’s avoidance of these services, yet there is little investigation of specific gender norms. Furthermore, masculinity has not been examined as a factor associated with customer vulnerability. This paper aims to identify the relationship between gender norm segments for men, likely customer...

... their well-being, by reinforcing their social ties and regaining a sense of control. Research limitations/implications This study advances transformative service research by demonstrating how captivity affects customers’ well-being and customer vulnerability literature by investigating captivity...