Balancing service inclusion for primary and secondary customers experiencing vulnerabilities
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DOI: 10.1108/jsm-07-2020-0305
Abstract: Purpose Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational perspective on primary and secondary customers’ needs is lacking. The study analyses secondary… read more here.
Keywords: inclusion; secondary customers; vulnerability; primary secondary ... See more keywords