Rethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Framework

Abstract

The global refugee crisis is a complex humanitarian problem. Service researchers can assist in solving this crisis because refugees are immersed in complex human service systems. Drawing on marketing, sociology, transformative service, and consumer research literature, this study develops a Transformative Refugee Service Experience Framework to enable researchers, service actors, and public policy makers to navigate the challenges faced throughout a refugee’s service journey. The primary dimensions of this framework encompass the spectrum from hostile to hospitable refugee service systems and the resulting suffering or well-being in refugees’ experiences. The authors conceptualize this at three refugee service journey phases (entry, transition, and exit) and at three refugee service system levels (macro, meso, and micro) of analysis. The framework is supported by brief examples from a range of service-related refugee contexts as well as a Web Appendix with additional cases. Moreover, the authors derive a comprehensive research agenda from the framework, with detailed research questions for public policy and (service) marketing researchers. Managerial directions are provided to increase awareness of refugee service problems; stimulate productive interactions; and improve collaboration among public and nonprofit organizations, private service providers, and refugees. Finally, this work provides a vision for creating hospitable refugee service systems.

Transformative Service Initiatives: Enabling Access and Overcoming Barriers for People Experiencing Vulnerability

“…With this research, we demonstrate that people experiencing vulnerability, and the global refugee crisis in particular, deserve more TSI studies. Scholars also might take inspiration from the comprehensive research agenda developed by Boenigk et al (2021), which contains several other important TSR research questions related to different refugee journey phases, such as "how are refugees co-creating value?" or "how can refugee well-being in camps be monitored and improved?"…”

May the Force Be with You: Expanding the Scope for Marketing Research as a Force for Good in a Sustainable World

“…The articles in this special issue all resulted from the 2019 TCR Conference at Florida State University. Consistent with the ideal of marketing as a force for good, these articles address big, complex, and urgent problems faced by humanity, such as racism (Poole et al 2021) and marketplace inclusion (Kipnis et al 2021), the world’s refugee crisis (Boenigk et al 2021), political polarization (Weber et al 2021), youth entrepreneurs committed to prosocial causes (Bublitz et al 2021), wiser consumption (Ozanne et al 2021), climate change and sustainability education in subsistence marketplaces (Viswanathan et al 2021) as well as the impact of environmental disruptions on highly vulnerable segments of people (Steinfield et al 2021), and saving behavior and financial well-being (Newmeyer et al 2021). Undoubtedly, no article and no discipline alone will be able to solve these problems on its own; however, it is crucial to raise awareness, start conversations, and press forward.…”

“…Boenigk et al (2021) focus on the global refugee crisis: nearly 80 million people are now forcibly displaced around the world, after fleeing extreme and life-threatening dangers (e.g., war, persecution, crime, conflict). Although 80 million is a conservative estimate, it is important to note an increasing trend.…”

Creating hospitable service systems for refugees during a pandemic: leveraging resources for service inclusion

“…Globally, the COVID-19 pandemic has wreaked havoc and led to “service mega-disruptions” (Kabadayi et al , 2020) and reduced opportunity for vulnerable people to fairly and safely access, use or exit services, some of which might even (temporarily) cease to exist during a pandemic. Refugees, that is, individuals fleeing their home country due to disaster, conflict, persecution or climate change that prevents them from returning home safely (Boenigk et al , 2020; for an overview of the key definitions used in this paper see Appendix), are disproportionately impacted by the COVID-19 pandemic (Guterres, 2020). This can include having to live in overcrowded refugee camp conditions with a high risk of virus spread (DW, 2020a), often also combined with a lack of opportunity to maintain hygiene during a pandemic (DW, 2020b).…”

“…This is achieved by improving refugees' service experience and well-being when catering to their basic human needs (Fisk et al , 2019; Gollnhofer and Kuruoglu, 2018) during a disaster. This article underscores the role of resources in connection with refugees' service inclusion and their subsequent impact on health and well-being during times of crisis by extending a recently introduced framework (Boenigk et al , 2020). This paper argues that creating a more balanced system for refugees and citizens alike where resources equilibrate the challenges will result in more service inclusion of refugees.…”