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 …

Purpose This paper aims to explore how service organizations can improve the
effectiveness of well-being creation efforts given the pressing societal issues and global …

Purpose Service marketers are increasingly aware of inequalities triggered by service
systems and the need to prioritize practical strategies for reducing inequalities. A priority …

Purpose To date, to the best of the authors' knowledge, the use of implicit measures in the
service research domain is limited. This paper aims to introduce implicit measures and …

The purpose of this paper is to explore how people's differentiated privileged and
marginalised positions in society create instances of inclusion and exclusion in tourism …

Purpose This paper aims to explore the role of frontline employees (FLEs) as mediators in
transformative service processes within services targeting vulnerable users …

Purpose Disruptive shocks significantly compromise service contexts, challenging
multidimensional value (co) creation. Recent focus has been on consumers experiencing …

Purpose Spoken service language is critical for service experiences and human welfare in
many service settings. However, little is known about how spoken service language can …

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' …

Purpose Servicescape is well recognized by marketing scholars as a key influence in
transformative service outcomes. However, the concept of enabling transformative health …