Mogaji, Emmanuel ORCID: https://orcid.org/0000-0003-0544-4842 and Nguyen, Phong Nguyen (2023) Exploring interactions between commuters with disabilities and transport service providers. Journal of Services Marketing, 37 (6). pp. 762-787. ISSN 0887-6045 (doi:10.1108/jsm-04-2022-0145)

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Abstract

Purpose (limit 100 words) The purposes of this study are to explore the interactions between commuters with disabilities and transport services providers and to contribute to a bettefr understanding of transformative service design, ensuring equitable access and the overall well-being of individuals. Design/methodology/approach (limit 100 words) This study collected qualitative data through ethnographic fieldwork and interviews with commuters with disabilities and transport services providers. The data were thematically analysed using NVivo. Findings (limit 100 words) Evidence suggests that there are opportunities for service users to be included in the co-creation of transformative transport service at different stages of a journey: entering service interaction, transitioning through service interaction and exiting service interaction. However, the reluctance of service providers to transform their services was recognised, due to a lack of awareness, interest, regulator demands and financial capabilities. Research limitations/implications (limit 100 words) This study broadens our comprehension of procedures and strategies for engaging consumers experiencing vulnerabilities in transformative service design and pushes the limits of our current understanding to recognise the inherent challenges of unregulated service providers designing transformative services in an unregulated market. Practical implications (limit 100 words) This newfound knowledge is crucial for developing better approaches that cater to the needs of these individuals and further contributes towards developing transformative service initiatives, which are activities that serve people experiencing vulnerabilities and that try to improve their well-being. These include specialised training and social marketing campaigns for service providers in the informal market and new mobility start-ups or social enterprises with the potential to disrupt the informal economy and offer innovative solutions, such as assistive technologies, mobile apps and journey planners that provide exceptional customer service. Originality/value (limit 100 words) Previous studies on transformative service designs have focused on regulated service providers, such as healthcare and financial services. This study, however, explores the unregulated transport sector in a developing country and recognises how the intricate nature of informal service provision may jeopardise the prospects of developing a transformative service for consumers experiencing vulnerabilities. Social Implications (limit 100 words) text

Item Type:	Article
Additional Information:	** Article version: AM ** From Emerald via Jisc Publications Router ** History: received 27-04-2022; rev-recd 18-04-2023; accepted 18-04-2023. ** Licence for AM version of this article: https://creativecommons.org/licenses/by/4.0/
Uncontrolled Keywords:	vulnerability; service environment; well-being; transportation; transformative transport service; Nigeria
Subjects:	H Social Sciences > H Social Sciences (General) H Social Sciences > HE Transportation and Communications
Faculty / School / Research Centre / Research Group:	Faculty of Business
SWORD Depositor:	Users 6393 not found.
Last Modified:	17 May 2024 11:13
URI:	http://gala.gre.ac.uk/id/eprint/43271

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