Are consumers with disabilities receiving the services they need?

Goodrich, Kendall; Ramsey, Rosemary P.

doi:10.1016/j.jretconser.2011.09.004

Cited by 29 publications

(28 citation statements)

References 39 publications

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“…There has been very little services literature examining disability as a primary focus or context of services research (Mari & Poggesi, 2011). The extant literature points to a poor level of conceptualization of service provision and disability, and the misguided focus of initiatives undertaken by organizations (Goodrich & Ramsey, 2012;Song Ee & Xinran, 2012). Of the research that has been undertaken is a recognition of the importance of the physical environment as a starting point and not an endpoint to service provision (Kaufman-Scarborough, 1999), the cues that consumers with disabilities recognize as welcoming (Stacey Menzel, Jonna, & Carol, 2007), and issues of service implementation of the principles of disability discrimination legislation on CBD and out of town retailers (Schmidt, Jones, & Oldfield, 2005).…”

Section: ---------------------------------Insert Figure 1: Service Blmentioning

confidence: 99%

Inclusive by design: transformative services and sport-event accessibility

Dickson

Darcy

Johns

et al. 2016

The Service Industries Journal

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This paper examines the service dimensions required to be inclusive of people with access needs within a major-sport event context. The UN Convention on the Rights of Persons with Disabilities seeks to counter disability discrimination and enable citizenship rights of people with disabilities, including access to goods and services, across all dimensions of social participation including major-sport events. Providing for people with disability and access needs is also an emerging tourism focus with initiatives addressing accessible tourism included in the World Tourism Organization's mission and recent strategic destination plans. To enhance the understanding of service delivery for an accessible tourism market in a major-sport event context, a case study of the Vancouver Fan Zone for the FIFA Women's World Cup, 2015 is analyzed through the lens of transformative services. From this analysis future research directions are identified to benefit those with access needs who wish to participate in major-sport events.

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Section: ---------------------------------Insert Figure 1: Service Blmentioning

confidence: 99%

Inclusive by design: transformative services and sport-event accessibility

Dickson

Darcy

Johns

et al. 2016

The Service Industries Journal

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“…Liaising marketing, good life, cultural, and Islamic may be a dangerous liaison articulating an important discursive function related to the production of profits, ideology, power, and identity, besides giving an active cultural voice to Muslim consumers. (Süerdem, 2013, p. 486) Finally, the body itself is often the site for discrimination whether along the lines of sexuality (Kates, 1999;Walters and Moore, 2002), body image (Scaraboto and Fischer, 2013) or disability (Kaufman-Scarborough, 2000;Goodrich and Ramsey, 2012;Pavia and Mason, 2012;Nau et al, 2016). These studies highlight, in some cases, the physical exclusion of consumers from the marketplace through poor retail design and failure to interpret policy adequately.…”

Section: Marketplace Exclusionmentioning

confidence: 99%

Using performative knowledge production to explore marketplace exclusion

Burgess

Kelemen

Moffat

et al. 2017

QMR

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Purpose-This paper aims to contribute to understandings of the dynamics of marketplace exclusion and explore the benefits of a performative approach to knowledge production. Design/methodology/approach-Interactive documentary theatre is used to explore the pressing issue of marketplace exclusion in a deprived UK city. The authors present a series of three vignettes taken from the performance to explore the embodied and dialogical nature of performative knowledge production. Findings-The performative mode of knowledge production has a series of advantages over the more traditional research approaches used in marketing. It is arguably more authentic, embodied and collaborative. However, this mode of research also has its challenges particularly in the interpretation and presentation of the data. Research limitations/implications-The paper highlights the implications of performative knowledge production for critical consumer learning. It also explores how the hitherto neglected concept of marketplace exclusion might bring together insights into the mechanics and outcomes of exclusion. Originality/value-While theatrical and performative metaphors have been widely used to theorise interactions in the marketplace, as yet the possibility of using theatre as a form of inquiry within marketing has been largely neglected. Documentary theatre is revealing of the ways in which marketplace cultures can perpetuate social inequality. Involving local communities in the co-production of knowledge in this way gives them a voice in the policy arena not hitherto fully addressed in the marketing field. Similarly, marketplace exclusion as a concept has been sidelined in favour of marketplace discrimination

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“…"Goodrich and Ramsey" believe that the practical problem of Servqual is the lack of dimensional stability and the analyzed factors regarding the various services and areas in question (Goodrich & Ramsey, 2012). "Kong and Bradley" believe that in many cases user expectations are idealistic and this exacerbates the gap between expectations and perceptions of services.…”

Section: Theoretical Literature and Research Backgroundmentioning

confidence: 99%

An Assessment of Villagers’ Satisfaction with the Quality of Construction-Related Services Based on the SERVQUAL Model

Shafieisabet¹,

Doostisabzi²,

Azharianfar³

2017

CUS

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Improving the quality of civil services offered to rural areas in order to empower them in terms of the rural development process depends on feedbacks received from the rural residents. Underestimating the viewpoints, demands and expectations of rural residents has brought about many challenges in the process of serving the villages. Therefore, identifying strengths and weaknesses of various aspects of service-rendering quality allows rural planners to achieve the objectives, to implement projects and to cope with the shortcomings. Accordingly, this study was conducted with the aim of analyzing the rural residents' satisfaction with the quality of the construction-related services in terms of SERVQUAL model. As a descriptive-analytic study, it was conducted on 400 households in Lorestan province villages (southwestern of Iran) by a random sample. Analysis of the average significance and satisfaction in all aspects of SERVQUAL scale indicates a big gap between the expectations and perceptions of the rural residents about the construction-related services provided by the Housing Foundation in terms of aesthetics, reliability, confidence, accountability and empathy. However, in some dimensions of the mentioned five dimensions, some improvements have been reported in contrast to the villages' condition in the past. However, ignoring the rural residents' demands has widened the gap between their perception and expectations about the effective services.

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Are consumers with disabilities receiving the services they need?

Cited by 29 publications

References 39 publications

Inclusive by design: transformative services and sport-event accessibility

Inclusive by design: transformative services and sport-event accessibility

Using performative knowledge production to explore marketplace exclusion

An Assessment of Villagers’ Satisfaction with the Quality of Construction-Related Services Based on the SERVQUAL Model

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