An intersectionality framework for transformative services research

Abstract

Due to copyright restrictions, the access to the full text of this article is only available via subscription.The authors introduce the theory of intersectionality which refers to the interactivity of social identities such as race, class, and gender in shaping individuals’ experiences. Intersectionality is explored using cases and examples from healthcare services, which involve high contact encounters with consumers who may possess multiple disadvantages (e.g. low income, illness, immigrant status) and therefore make for interesting contexts for intersectional analyses. Intersectionality is proposed as a framework that can shed light on the experiences of consumers who belong to multiple disadvantaged social groups, such as being black and low income, immigrant, and in poor health. Detailed guidelines for conducting intersectionality-driven services research are provided, which take into account the interconnected nature of multiple disadvantages. The authors emphasize that intersectionality offers a holistic look at the co-created nature of services and it can be instrumental in designing tailored and fair services to improve consumer and societal well-being

Codesigning health and other public services with vulnerable and disadvantaged populations: Insights from an international collaboration

“… Identification, recruitment and on‐going engagement of participants from vulnerable groups would be challenging because of the nature of their condition/circumstances; Accommodations for health or other conditions would influence engagement activities; Economic considerations would be required to enable participants to engage; Power differentials would require particular attention in the codesign process; and Funding challenges would arise because of low visibility and relative lack of advocacy organizations …”

Unpacking the interplay between organisational factors and the economic environment in the creation of consumer vulnerability

“…For instance, a professional occupation of manager, which previously had suggested a low risk of default, turned out to be high-risk during the crisis. Yet this consumer group is not traditionally deemed to be vulnerable (Corus & Saatcioglu, 2015), lending support to the conceptualisation of vulnerability as a state, rather as a personal characteristic (e.g., Baker, Gentry, & Rittenburg, 2005). What is more, this 'new' group may not be effectively supported by institutions or charities that traditionally support vulnerable consumers (for instance, by not qualifying for benefits).…”

“…New customers, such as the young, migrants, or those that had stayed away from the mainstream financial services for social or cultural reasons, would have found it particularly hard to secure a loan. As these groups were often already facing social exclusion, they were anyway at a higher risk of marginalisation in private services contexts (Corus & Saatcioglu, 2015). Their situation was being compounded by difficulties accessing financial services.…”

“…Periods of temporary economic or social upheaval tend to result in higher premiums and reduced access to credit (Corus & Saatcioglu, 2015;Viruell-Fuentes, Miranda, & Abdulrahim, 2012). Economic recessions are one such temporary, macro factor, which impact on financial vulnerability.…”

Gender Matters: Rethinking the Childcare Model in Hong Kong

“…A comparative study on FDWs in Hong Kong and Taiwan conducted by Cortes and Pan () echoed Chan's findings. Although hiring FDWS and using private care services are the common practices in Hong Kong, commodified care is not a desirable or attainable form of care, particularly for low‐income families (Corus and Saatcioglu, ).…”