File(s) not publicly available
Conceptualizing service exclusion through service-dominant logic
conference contribution
posted on 2023-05-24, 20:35 authored by Sajith SiriwardanaSajith Siriwardana, Gaurangi LaudGaurangi Laud, Rajesh RajaguruRajesh RajaguruThere is a need to build more inclusive service marketing theories that acknowledge the needs of underrepresented consumers like the impaired, the financially vulnerable, the elderly and the sexual minorities. To this end, service exclusion seeks to shed light on ‘how’ underrepresented consumers are inhibited from effectively engaging in the resource integration process due to actions of more powerful actors in a service ecosystem. By drawing from service-dominant logic and institutional work literature we conceptualise service exclusion as the enactment of institutional arrangements by more powerful actors, either intentionally or unintentionally, to inhibit less powerful actors from effectively engaging in the resource integration process; thus, resulting in a demeaning experience. In so doing, we contribute to advance inclusive service marketing theories by expanding the service marketing foundation to include how underrepresented consumers are being inhibited by more powerful actors (e.g.: service providers, frontline employees, regulatory agencies, or technology) from effectively engaging in the resource integration process.
History
Publication title
2020 AMS Annual Conference: From micro to macro - Dealing with uncertainties in the global marketplaceDepartment/School
TSBEEvent title
2020 AMS Annual Conference: From micro to macro - Dealing with uncertainties in the global marketplaceEvent Venue
Virtual Conference, Online (Louisiana, USA)Date of Event (Start Date)
2020-12-14Date of Event (End Date)
2020-12-19Repository Status
- Restricted