... work. Originality/value This study expands on research examining how stigma management behaviors in collegial relationships affect the well-being of non-heterosexual employees by exploring the potential role of customers in perpetuating non-heterosexual employees’ experiences of vulnerability...

... The research is based on a single solidarity service context, which may limit generalisability. However, it offers transferable insights for understanding vulnerability, inclusion and customer experience in diverse services. Future research could extend the framework across different contexts of service...

.... This study develops a theoretical framework to help these workers navigate their roles effectively. This study also recommends ways in which service institutions can mitigate disparities and promote social justice. Design/methodology/approach Building on the literature on vulnerability and professional...

... that can complement organizational initiatives aimed at enhancing the well-being of vulnerable communities. Design/methodology/approach This paper explores five native communities in Latin America and the Caribbean through an eight-month study. Semistructured interviews and focus groups were conducted...

...Joan Carlini Purpose This research examines the dynamics of mutual vulnerability in complex services, with a focus on healthcare transitions from curative to end-of-life care. This study aims to explore how narrative-driven, visual storytelling methods can address vulnerabilities shared...

...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...

...Rory Mulcahy; Jacqueline Burgess; Joy Parkinson; Lisa Schuster; Anthony Grace Purpose This paper aims to explore how service employees, who often integrate the organization they work for into their identity, can be affected by macro-level risks and the resulting financial vulnerability...

...Courtney Geritz; Maria M. Raciti Purpose This paper aims to better understand the relationships between consumer expectation-experience mismatches, the dissonance-induced service interaction vulnerability that arises from these mismatches, and the strategies consumers experiencing vulnerability...

... Publishing Limited Licensed re-use rights only Therapeutic resources Social safeness resources Family caregivers Ethnography Psycho-emotional model of disability Vulnerability Well-being Tourism and leisure services Inclusion Worldwide, 240 million children are disabled, i.e. one...

...Rebekah Russell-Bennett; Rowan Bedggood; Maria M. Raciti Purpose The purpose of this editorial is to call out the practice of using identity-first language and labelling consumers and customers, describing them as “vulnerable” and offers practical strategies for person-first language of consumers...

..., which restrict consumer choice without necessarily considering how consumer vulnerabilities like low financial or interpersonal power might cause them to react to such restrictions. Thus, the purpose of this paper is to examine service designs that limit the choices consumers are given in terms...

...Henna M. Leino; Janet Davey; Raechel Johns Purpose Disruptive shocks significantly compromise service contexts, challenging multidimensional value (co)creation. Recent focus has been on consumers experiencing vulnerability in service contexts. However, the susceptibility of service firms...

... and vulnerability approach) to develop a theoretical framework. This framework can be used to increase the effectiveness of well-being outcomes created by transformative service initiatives (TSIs) and minimize their negative unintentional consequences. Design/methodology/approach Drawing on social marketing...

... Service researchers have been tasked with improving the well-being of consumers experiencing vulnerability. The current research aims to demonstrate how these consumers can experience empowerment through transformative service improvements to the traditional microfinance model. To ground...

... and financial capabilities. This study broadens the comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of the current understanding to recognise the inherent challenges of unregulated service providers...

...Jennifer Hendricks; Gertrud Schmitz Jennifer Hendricks can be contacted at: jennifer.hendricks@uni-due.de However, only limited research focused on the active role of other actors in the service network regarding value creation for actors experiencing vulnerability, who need the support...

...Raechel Johns; Janet Davey Purpose While there is burgeoning service literature identifying consumer vulnerabilities and questioning the assumption that all consumers have the resources to co-create, limited research addresses solutions for consumers experiencing vulnerabilities. Service systems...

...Nichola Robertson; Yelena Tsarenko; Michael Jay Polonsky; Lisa McQuilken Purpose The purpose of this paper is to empirically examine the factors driving and mitigating the experienced vulnerabilities of women undergoing the transformative service of in-vitro fertilisation (IVF), and how...

... and deficiencies in physical and psychological resources (Monod and Sautebin, 2009), and the notions of frailty and vulnerability are naturally used to characterize these elderly populations (Becker, 1994 ; Kaufman, 1994). Although these notions are generally based on an inadequate conception of the advanced age...

... to competitive market conditions and the marketing strategies of service organisations. However, the heterogeneity amongst citizens leaves some segments of populations more vulnerable within marketised systems. The purpose of this study is to examine the impact of the marketisation of human services on the value...