Service research exemplars of providers/customers/actors experiencing vulnerability
| Study | Level of analysis | Study emphasis | Service context | Experienced vulnerability domain |
|---|---|---|---|---|
| Yagil (2006) | Customer-service provider dyad | The relationship of service provider power motivation, empowerment and burnout to customer satisfaction | Public service (welfare, health education) and private service (banks, communication companies) | Service employee vulnerability
|
| Hepi et al. (2017) | Clients, actors and service providers | Cocreation between two activity systems within a social services context Other actors as enablers of value or well-being cocreation and service outcomes also influence these other actors (such as family members) | Indigenous social service provider | Customer vulnerability |
| Anderson et al. (2018) | Service design | Service design in improving service and consumer entities’ well-being Health-care consumers include patients and their families | Health service | Potential vulnerability of patients |
| Johns and Davey (2019) | Other actors | Other parties in the service provision who may not be used by the service provider but who are central to the service value exchange | Family support services | Consumers who experience vulnerability in service contexts |
| Lam and Bianchi (2019) | Customers/consumers – family members | Family members cocreate value to improve the well-being of patients with chronic developmental disorders The findings reveal well-being outcomes for both patients and family members | Health service | Experienced vulnerability of patients. Implicit family members’ vulnerabilities |
| Kelleher et al. (2020) | Customers/ consumers – family caregivers | Interdependencies among multiple resource-integrating actors and value outcomes in service systems Interdependent value outcomes are termed relational value | Social service | Dependent referent beneficiaries. Implicit family members’ vulnerabilities |
| Loh et al. (2022) | Service providers –customers – other customers | The interactional link between customer incivility and service provider retaliation and job outcomes | Sales, hospitality, banking, health and government | Service employee vulnerability, service firm vulnerability, other customers experience vulnerability
|
| Leino et al. (2021) | Customers/consumers | Primary and secondary customers’ needs, using service inclusion to study experiences of vulnerability | Aged care | Customers’ (including family members) experiences of vulnerability |
| Sandberg et al. (2022b) | Customers/consumers | Coping strategies of vulnerable stakeholders regarding value trade-offs and spillovers within servicescapes | Aged care | Primary customers’ and secondary customers’ experienced vulnerability |
| Riedel et al. (2023) | Service employees | Job demands and personal characteristics increase frontline employee (FLE) vulnerability | Mixed (systematic literature review) | Frontline employee (FLE) vulnerability |
| Study | Level of analysis | Study emphasis | Service context | Experienced vulnerability domain |
|---|---|---|---|---|
| Customer-service provider dyad | The relationship of service provider power motivation, empowerment and burnout to customer satisfaction | Public service (welfare, health education) and private service (banks, communication companies) | Service employee vulnerability adverse effects of disrespectful customer behavior, especially regarding employees with high power motivation employee burnout and customer (dis)satisfaction | |
| Clients, actors and service providers | Cocreation between two activity systems within a social services context | Indigenous social service provider | Customer vulnerability | |
| Service design | Service design in improving service and consumer entities’ well-being | Health service | Potential vulnerability of patients | |
| Other actors | Other parties in the service provision who may not be used by the service provider but who are central to the service value exchange | Family support services | Consumers who experience vulnerability in service contexts | |
| Customers/consumers – family members | Family members cocreate value to improve the well-being of patients with chronic developmental disorders | Health service | Experienced vulnerability of patients. Implicit family members’ vulnerabilities | |
| Customers/ consumers – family caregivers | Interdependencies among multiple resource-integrating actors and value outcomes in service systems | Social service | Dependent referent beneficiaries. Implicit family members’ vulnerabilities | |
| Service providers –customers – other customers | The interactional link between customer incivility and service provider retaliation and job outcomes | Sales, hospitality, banking, health and government | Service employee vulnerability, service firm vulnerability, other customers experience vulnerability uncivil customer behavior can result in increasing vulnerability for service providers or their customers | |
| Customers/consumers | Primary and secondary customers’ needs, using service inclusion to study experiences of vulnerability | Aged care | Customers’ (including family members) experiences of vulnerability | |
| Customers/consumers | Coping strategies of vulnerable stakeholders regarding value trade-offs and spillovers within servicescapes | Aged care | Primary customers’ and secondary customers’ experienced vulnerability | |
| Service employees | Job demands and personal characteristics increase frontline employee (FLE) vulnerability | Mixed (systematic literature review) | Frontline employee (FLE) vulnerability |
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