..., NGOs and policymakers designing inclusive services. Originality/value This paper advances TSR by shifting attention from formal service design to lived micro-practices. It introduces dignity as a central dimension of customer experience, providing novel insights into service inclusion...

... Licensed re-use rights only Disability Service inclusion Accessibility Servicescape Co-creation Transformative service research Most “accessible” service environments are fundamentally unusable by the very people they claim to serve. Consider the following scenario: A business traveler...

...Nicholas Grech; Dominique A. Greer; Rebekah Russell-Bennett Purpose Service inclusion empowers customers to self-determine their life and future. Using the motivation-opportunity-ability framework and a strengths-based approach to vulnerability, this study aims to examine the lived experience...

... exclusion. Service exclusion Brand inclusivity Healthcare Confusion Lack of belonging Health services Customer engagement Service ecosystem Service inclusion Healthcare branding can substantially impact consumers’ perception of services, decision-making and hospital loyalty. Furthermore...

... of food retail markets in the daily life of refugees, the design of market-based TSIs in this ecosystem would improve the service inclusion of refugees and their well-being (Alkire et al., 2020; Barrios et al., 2016 ; Sredl et al., 2017). This domain has not been explored...

...Maheen Iqbal Awan; Amjad Shamim; Muhammad Shoaib Saleem; Shahbaz Shabbir Gill Purpose The purpose of this study is to develop a scale for measuring service inclusion for tourists with disabilities in tourism and hospitality services. Transformative service research serves as the basis...

... is lacking. The study analyses secondary customers’ needs and their relationship to primary customers’ needs to enhance well-being in customer entities. The service inclusion lens is used to understand customers’ experiences of vulnerability. Design/methodology/approach The study uses an exploratory...

... are increasingly fragile. By examining a faith-based service in sub-Saharan Africa, this paper provides a holistic framework conceptualizing pillars, processes, agency and outcomes to extend Fisk et al.’s (2018) service inclusion pillars and to better understand the shaping of service delivery...

... the elderly service inclusion and well-being. A qualitative methodology is used to identify challenges, value co-creation behaviors and well-being outcomes of elderly individuals and their family members when using Internet services. The data collection method involved 24 in-depth interviews...

... care Charities and nonprofits Cancer resource centers Social support Cancer Service inclusion Underserved populations Male patients The proliferation of cancer resource centers (CRC) in the past decade has filled a void for many patients and families going through a cancer diagnosis...