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Published in 2021 at "Journal of Services Marketing"
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…
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Keywords:
inclusion;
secondary customers;
vulnerability;
primary secondary ... See more keywords
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Published in 2020 at "Journal of Service Theory and Practice"
DOI: 10.1108/jstp-07-2020-0175
Abstract: Purpose: The overarching goal of this paper is to increase awareness among researchers and practitioners that refugees are disproportionally impacted by COVID-19, which increases their suffering Second, it extends a recently introduced transformative refugee service…
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Keywords:
service systems;
inclusion;
service;
service inclusion ... See more keywords