Exploring interactions between commuters with disabilities and transport service providers

Abstract

Purpose The purpose of this study is to explore the interactions between commuters with disabilities and transport services providers and to contribute to a better understanding of transformative service design, ensuring equitable access and the overall well-being of individuals. Design/methodology/approach This study collected qualitative data through ethnographic fieldwork and interviews with commuters with disabilities and transport services providers. The data were thematically analysed using NVivo. Findings Evidence suggests that there are opportunities for service users to be included in the co-creation of transformative transport service at different stages of a journey: entering service interaction, transitioning through service interaction and exiting service interaction. However, the reluctance of service providers to transform their services was recognised, due to a lack of awareness, interest, regulator demands and financial capabilities. Research limitations/implications This study broadens the comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of the current understanding to recognise the inherent challenges of unregulated service providers designing transformative services in an unregulated market. Practical implications This newfound knowledge is crucial for developing better approaches that cater to the needs of these individuals and further contributes towards developing transformative service initiatives, which are activities that serve people experiencing vulnerabilities and that try to improve their well-being. These include specialised training and social marketing campaigns for service providers in the informal market and new mobility start-ups or social enterprises with the potential to disrupt the informal economy and offer innovative solutions, such as assistive technologies, mobile apps and journey planners that provide exceptional customer service. Originality/value Previous studies on transformative service designs have focused on regulated service providers, such as health care and financial services. This study, however, explores the unregulated transport sector in a developing country and recognises how the intricate nature of informal service provision may jeopardise the prospects of developing a transformative service for consumers experiencing vulnerabilities.

Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities

“…First, Sharma et al (2017) showed that co-creating value with customers with disability provides hedonic (pleasure and happiness) and eudaemonic (sense of achievement and purpose) well-being for these customers. Thus, malls could co-create solutions with shoppers with disability who are involved and willing to collaborate (a sometimes challenging goal due to the reluctance of service providers to cooperate; Mogaji and Nguyen, 2023). Second, malls could recruit and integrate more people with disability as employees in malls and consult them regularly.…”

Women entrepreneurs in transport family business: a perspective article

“…(2022) evaluate the role and experiences of women working in transport in the and French and Strachan (2009) evaluate opportunities for women in the Australian transport industry while not disparaging the lived experiences of women entrepreneurs in these developed countries; it is imperative to recognise that operating businesses in many of the African countries comes with its challenges. With inherent socioeconomic challenges around infrastructures, financial support, policies and regulatory requirement (Mogaji and Nguyen, 2021, 2023; Soetan et al ., 2021), prospective women transport entrepreneurs face various social, economic and cultural barriers which may not be present in developed countries.…”

“…Specifically, this article presents a unique perspective on the family business by exploring the internationality of experiences of women transport entrepreneurs in Africa. As illustrated in Figure 1, these women are sandwiched between the patriarchy and polygamous culture in many African countries (Cho et al ., 2018; Kiwia et al ., 2020; Oury Bailo et al ., 2023); second, the insufficient and inadequate infrastructures that affect business operations in Africa (Mogaji and Nguyen, 2021, 2023; Mousa and Arslan, 2023) and third, the societal expectations of women for women in a male-dominated, informal and unregulated transport services ecosystem (Akyelken, 2020; Luo and He, 2021). This commentary delves deeper into previous research on women in transportation, highlighting gaps in the literature and offering a practical perspective for the future.…”