It Never Ends: Vulnerable Consumers’ Experiences of Persistent Liminality and Resource (Mis)Integration

Deirdre O'Loughlin*, Johanna Gummerus, Carol Kelleher

*Motsvarande författare för detta arbete

Forskningsoutput: TidskriftsbidragArtikelVetenskapligPeer review

2 Citeringar (Scopus)

Sammanfattning

Transformative Service Research (TSR) highlights the fundamental importance of resource integration for consumer well-being. However, recent research suggests that resource integration can be problematic and imperfect, particularly for vulnerable consumers with complex and ongoing resource requirements. Such vulnerable consumers may face transition challenges and end up in an uncertain “in-between” experience of liminality, where the linkage to resource integration remains under-researched. In response to recent service prioritization challenges, we explore how vulnerable actors experience liminality and resource integration in service systems. The vulnerable actors highlighted in this study are parents in families of children with life-long conditions (e.g., autism spectrum disorder/ASD and Down syndrome). We reveal a new form of liminality as a persistent, relational phenomenon that interdependent vulnerable actors with ongoing complex resource needs collectively experienced within service systems. Further, we identify the dynamics of persistent liminality as Precipitating, Subsisting, and Resisting. Finally, in line with TSR, we shed light on the resource constraints that decrease the well-being of vulnerable consumers. We also identify implications for theory, practice, and future research.

OriginalspråkEngelska
Referentgranskad vetenskaplig tidskriftJournal of Service Research
ISSN1094-6705
DOI
StatusPublicerad - 03.07.2023
MoE-publikationstypA1 Originalartikel i en vetenskaplig tidskrift

Nyckelord

  • 512 Företagsekonomi

Styrkeområden och områden med hög potential (AoS och AoHP)

  • AoS: Konkurrensanalys och servicestrategi - Service och kundorienterad ledning

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