... was used to explore service exclusion practices against customers experiencing vulnerabilities. A total of 28 semi-structured in-depth interviews were conducted with refugees residing within Malaysia. The Gioia methodology was used for the authors’ data analysis and the findings were validated...

...Ilayaraja Subramanian; Jörg Finsterwalder; C. Michael Hall Purpose This study aims to systematically review and conceptualise service-related research on refugees to identify gaps in the literature, derive future research avenues and stimulate interdisciplinary research and practice to improve...

...Michael Jay Polonsky; Ahmed Ferdous; Nichola Robertson; Sandra Jones; Andre Renzaho; Joanne Telenta Purpose This study aims to test the efficacy of the awareness of a transformative health service communication intervention targeted to African refugees in Australia, designed to increase...

...N. Ela Gokalp Aras; Sertan Kabadayi; Emir Ozeren; Erhan Aydin This paper aims to provide a comprehensive understanding of factors that contribute to refugees’ exclusion from health-care services. While previous literature on the exclusion of refugees has studied such exclusion generally from...

...Sertan Kabadayi 15 07 2019 29 08 2019 03 09 2019 03 09 2019 This paper focuses on the case of Syrian refugees in Turkey as a context. Using a netnographic study, this study analyzes comments by Turkish service employees in different social media groups and newspapers...

... marketing plays in a political deterrence campaign and its impact on service systems in meeting the needs of refugees and asylum seekers. Design/methodology/approach This qualitative research is based on 24 in-depth interviews with service providers, and refugees and asylum seekers and a critical...