A voice for the silent: uncovering service exclusion practices

Abstract

Purpose This paper aims to provide an in-depth conceptualization of service exclusion by drawing on our exploratory research as well as thick and rich insights from the authors’ qualitative data. Design/methodology/approach Qualitative research was used to explore service exclusion practices against customers experiencing vulnerabilities. A total of 28 semi-structured in-depth interviews were conducted with refugees residing within Malaysia. The Gioia methodology was used for the authors’ data analysis and the findings were validated by an independent moderator. Findings The authors’ empirical findings challenge how service exclusion is currently understood, by adding substantial depth and complexity beyond simply describing “the lack of access to services”. The authors also offer rich empirical findings describing 29 forms of exclusion, which were further reduced to seven types of service exclusion practices: discrimination, restriction, cost barriers, language and technology barriers, poor servicing, non-accountability and non-inclusivity. Originality/value This study conceptualizes service exclusion from a process perspective, that is, “how” customers experiencing vulnerabilities are being excluded, rather than “what” is excluded.

Exploring interactions between commuters with disabilities and transport service providers

“…TRSE is a new framework that is gaining traction. It has been used in exploring creating hospitable service systems for refugees during a pandemic (Finsterwalder et al , 2021), developing public relations strategies for shaping service ecosystems for social change (Fehrer et al , 2022) and exploring service exclusion practices against customers experiencing vulnerabilities (Ng et al , 2022). Though no study has used it to explore the concept of CWDs and transport services, it is considered appropriate for this study and will make a significant contribution to the ongoing discussion around TSR and TRSE.…”

Understanding retail exclusion and promoting an inclusive customer experience at transforming service encounters

“…This section discusses potential strategies to improve customer well‐being in service encounters with human and nonhuman service agents (Gong et al, 2022; Ng et al, 2022; Rosenbaum & Russell‐Bennett, 2021). We draw on the previous section on research propositions that are developed based on service marketing literature (Belk et al, 2020; Gremler & Gwinner, 2008; Holmqvist & Grönroos, 2012; Pugh, 2001; Wei et al, 2022) and the core advantage of AI‐powered (namely, hard data computation skill) and human service agents (namely, soft interpersonal communication skills) (Luo et al, 2021; Puntoni et al, 2021).…”

“…Particularly, we distinguish two types of service encounters—interpersonal (between a customer and a human service agent) versus technology‐powered (between a customer and a technology‐powered service agent)—to analyze customer exclusions in the understudied, digital context. Additionally, in response to the recent call for more research on the role of marketers in improving consumer well‐being, we offer an agenda to guide future research in inclusive CX (Gong et al, 2022; Ng et al, 2022; Rosenbaum & Russell‐Bennett, 2021; Stewart, 2022).…”

Guest editorial: The Triple-A framework for serving humanity with service research

“…The last article of this special issue by Ng et al (2022) examines an issue that is gaining prominence in service literature, i.e. service exclusion.…”