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Conceptualizing service exclusion through service-dominant logic
Citation
Siriwardana, S and Laud, G and Rajaguru, R, Conceptualizing service exclusion through service-dominant logic, 2020 AMS Annual Conference: From micro to macro - Dealing with uncertainties in the global marketplace, 14-19 December 2020, Virtual Conference, Online (Louisiana, USA) (2020) [Conference Extract]
Abstract
There is a need to build more inclusive service marketing theories that acknowledge the needs of underrepresented consumers like the impaired, the financially vulnerable, the elderly and the sexual minorities. To this end, service exclusion seeks to shed light on ‘how’ underrepresented consumers are inhibited from effectively engaging in the resource integration process due to actions of more powerful actors in a service ecosystem. By drawing from service-dominant logic and institutional work literature we conceptualise service exclusion as the enactment of institutional arrangements by more powerful actors, either intentionally or unintentionally, to inhibit less powerful actors from effectively engaging in the resource integration process; thus, resulting in a demeaning experience. In so doing, we contribute to advance inclusive service marketing theories by expanding the service marketing foundation to include how underrepresented consumers are being inhibited by more powerful actors (e.g.: service providers, frontline employees, regulatory agencies, or technology) from effectively engaging in the resource integration process.
Item Details
Item Type: | Conference Extract |
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Keywords: | institutional arrangements, service exclusion, service-dominant logic |
Research Division: | Commerce, Management, Tourism and Services |
Research Group: | Marketing |
Research Field: | Service marketing |
Objective Division: | Expanding Knowledge |
Objective Group: | Expanding knowledge |
Objective Field: | Expanding knowledge in commerce, management, tourism and services |
UTAS Author: | Siriwardana, S (Mr Sajith Siriwardana) |
UTAS Author: | Laud, G (Dr Gauri Laud) |
UTAS Author: | Rajaguru, R (Dr Rajesh Rajaguru) |
ID Code: | 145599 |
Year Published: | 2020 |
Deposited By: | TSBE |
Deposited On: | 2021-07-28 |
Last Modified: | 2021-07-30 |
Downloads: | 0 |
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