Purpose The purpose of this paper is to systematically review the concepts and theories
underlying customer service experience (CSE) and its underlying five dimensions (physical …

While social exclusion in the consumption context has gained significant interest recently, its
literature remains fragmented and underexplored due to restricted categorization and limited …

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 …

Research on how vulnerable consumers navigate various marketplaces and service
interactions, develo** specific consumer skills in order to empower themselves during …

Virtual Reality (VR) is radically changing the tourism industry, and virtual tourism is gaining
ground as an alternative form of tourism. People with disabilities could potentially have the …

Purpose Access to services for consumers with disabilities (CwD) has gained increased
attention from researchers and service providers in recent years. Consequently, ensuring …

In recent years, there has been much conceptual work calling for research on transformative
service, and service inclusion in particular. However, quantitative studies focusing on …

Purpose This study aims to identify the irritating aspects in the mall environment that impact
shoppers with disability and explore the opportunities to design inclusive mall environments …

Research has shown that any individual consumer, regardless of membership in any
particular class, may experience vulnerability in the marketplace. While studies have …

Purpose This study aims to examine Braille usage among consumers with visual
impairments, investigating motivations and addressing inherent challenges …