Design for service inclusion: creating inclusive service systems by 2050

Abstract

Purpose The purpose of this paper is to challenge service researchers to design for service inclusion, with an overall goal of achieving inclusion by 2050. The authors present service inclusion as an egalitarian system that provides customers with fair access to a service, fair treatment during a service and fair opportunity to exit a service. Design/methodology/approach Building on transformative service research, a transformative, human-centered approach to service design is proposed to foster service inclusion and to provide a platform for managerial action. This conceptual study explores the history of service exclusion and examines contemporary demographic trends that suggest the possibility of worsening service exclusion for consumers worldwide. Findings Service inclusion represents a paradigm shift to higher levels of understanding of service systems and their fundamental role in human well-being. The authors argue that focused design for service inclusion is necessary to make service systems more egalitarian. Research limitations/implications The authors propose four pillars of service inclusion: enabling opportunity, offering choice, relieving suffering and fostering happiness. Practical implications Service organizations are encouraged to design their offerings in a manner that promotes inclusion and permits customers to realize value. Originality/value This comprehensive research agenda challenges service scholars to use design to create inclusive service systems worldwide by the year 2050. The authors establish the moral imperative of design for service inclusion.

Why Do They Ride with Others? Meta-Analysis of Factors Influencing Travelers to Carpool

“…The challenge of meeting the needs of all users requires new approaches to designing carpool concepts, systems, and encounters. Service inclusion is a concept that can guide future developments in this area; a service should provide fair access to it, fair treatment during the service, and a fair opportunity to exit the service [53]. In order to attract more people to carpooling, research is needed on how to design carpool interventions in a manner that promotes inclusion and permits users to experience the pleasure (e.g., satisfaction and wellbeing) of using carpool services.…”

Street harassment is marketplace discrimination: The impact of street harassment on young female consumers’ marketplace experiences

“…On the other hand, some C2C interactions may negatively affect customers’ marketplace experiences ( Martin, 2016 ; Nicholls and Mohsen, 2019 ). That is, consumers who enter marketplaces with certain disadvantages or vulnerabilities, such as those with disabilities, women, obese consumers, ethnic minorities, low-income consumers, and LGBTQ consumers, often report experiencing discrimination in retail environments from other customers or employees ( Fisk et al, 2018 ; Reynoso and Cabrera, 2019 ; Rosenbaum et al, 2013 ; Sanchez-Barrios et al, 2015 ). In some instances, other customers may even physically attack or murder other customers who belong to stigmatized groups, as typified by the brutal assault of American student Matthew Shepard, who was beaten, tortured, and eventually killed by two patrons of a local bar in Wyoming ( Noelle, 2002 ).…”

“…Although many consumers residing in industrialized countries have a history of experiencing exclusionary practices or violence in retailing and consumer service domains ( Edwards et al, 2018 ; Fisk et al, 2018 ), such occurrences remain noteworthy anomalies. Consumers, especially those with vulnerabilities or other disadvantages, do not consistently experience negative service encounters, as most corporate organizational policies and government legislation generally support consumer welfare and inclusionary marketplace practices ( Baker et al, 2005 ).…”

“…Outside industrialized countries, unfair service systems and exclusionary practices characterize many consumers’ experiences in retail and service establishments ( Fisk et al, 2018 ). For example, women living in developing countries often encounter street harassment when entering public places, such as shopping areas and markets ( Adur and Jha, 2018 ).…”

Forecasting the Development of Islamic Bank in Indonesia: Adopting ARIMA Model

“…Islamic training and development also stress on the importance of knowledge on the workers in Islamic Bank (Syarif, 2019). On the other hand, designing and implementing effective training will be a valuable asset in the future for the Islamic Bank (Liebermann and Hoffmann, 2008;Fisk et al, 2018) and the financial inclusion problems will be resolved (Vermeulen and Crous, 2000) The regulation of the Banking Synergy Financial Services Authority will answer the problem of the tremendous potential burden on BUS if it has to be separated from the conventional parent bank by 2023. The Financial Services Authority (OJK) issued regulations on banking synergy in one ownership for the development of Islamic banking.…”