Inclusive Service Experience Management: a Framework from the Perspective of People with Visual Impairment
Purpose – This article proposes a framework for service experience management from the perspective of people with visual impairment. Design/methodology/approach – The study is based on design science research and characterized as qualitative, using its respective methodological framework for techni...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
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Fundação Escola de Comércio Álvares Penteado
2019-11-01
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| Series: | Revista Brasileira de Gestão De Negócios |
| Subjects: | |
| Online Access: | https://rbgn.fecap.br/RBGN/article/view/4027/pdf |
| Summary: | Purpose – This article proposes a framework for service experience management from the perspective of people with visual impairment.
Design/methodology/approach – The study is based on design science research and characterized as qualitative, using its respective methodological framework for technical collection and analysis. The
combination of Booms and Bitner’s (1981) theory of the 3 Ps of Service Marketing (physical evidence, people, and processes) with the three propositions of Bolton et al. (2014) formed the backdrop to this proposal.
Findings – Based on 32 subcategories of analysis connected with Physical Evidence, Service Cycle, and Personal Interactions, besides 12 subcategories created to highlight the service segment cited by the
interviewees, the study shows a high degree of unpreparedness in the service offer when it is consumed by people with visual impairment.
Lack of empathy and communication were the most expressive problems in the interviewees’ statements.
Originality/value – The proposed framework can be used as a brainstorming, planning, or check list tool for current or new services in existing businesses as well as for the creation of a new business from scratch. All categories are related to each other, which means that the
consumption profile for the service will directly impact on what kind of experiences could be provided, how the physical evidence needs to be thought out; what the standard service flow is like, and which options could be considered as a customized service. |
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| ISSN: | 1806-4892 1983-0807 |