| Autor: |
Stacey Menzel Baker, Carol Kaufman-Scarborough, Jonna Holland |
| Rok vydání: |
2007 |
| Předmět: |
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| Zdroj: |
Journal of Services Marketing. 21:160-173 |
| ISSN: |
0887-6045 |
| DOI: |
10.1108/08876040710746525 |
| Popis: |
Purpose – This paper aims to extend understanding of the cues that customers with disabilities use to judge inclusion/welcome (or not) in interactions in retail stores.Design/methodology/approach – Critical incident interviews were conducted with 115 informants who provided rich descriptions of 113 welcoming incidents and 105 unwelcoming incidents. Interview transcripts were content analyzed to determine inductively the cues customers with disabilities use to perceive welcoming.Findings – Four primary situational factors explain to what perceptions of welcome/inclusion are attributed: service personnel; store environmental factors; other customers; and product/service assortments. Further, a disability becomes salient only when there is an interaction between these situational factors and consumers' disabilities.Research limitations/implications – The findings suggest an extension to Bitner's servicescape conceptualization in that it specifies that the assessment of an environment as enabling or disabling... |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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