Inclusive Service Experience Management: a Framework from the Perspective of People with Visual Impairment

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...

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Bibliographic Details
Main Authors: Bibiana Conrad, Graziela Dias Alperstedt, Aline Regina Santos
Format: Article
Language:English
Published: Fundação Escola de Comércio Álvares Penteado 2019-11-01
Series:Revista Brasileira de Gestão De Negócios
Subjects:
inclusive service experience management
visual impairment
design research
Online Access:https://rbgn.fecap.br/RBGN/article/view/4027/pdf

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