... primarily on physical accessibility, the FISE integrates and extends Universal Design, Equity Theory, the Technology Acceptance Model and Service-Dominant logic to support inclusive, co-created service experiences across both traditional and immersive contexts. Design/methodology/approach The FISE...

... Service recovery Agency theory Equity theory Tourism service supply chain The exchange between customer and service provider has long been referred as service encounter (Bitner et al., 1990); this concept has recently been expanded to include the perspective of the providers, who aim...