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

Originality/value--The proposed framework can be used as a brainstorming, planning, or check list tool for current or new services in existing businesses as well as for the creation of a new business from scratch. All categories are related to each other, which means that the consumption profile for...

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Bibliographic Details
Published inRevista brasileira de gestão de negócios Vol. 21; no. 4; pp. 813 - 838
Main Authors Conrad, Bibiana, Alperstedt, Graziela Dias, Santos, Aline Regina
Format Journal Article
LanguageEnglish
Portuguese
Published São Paulo Fundacao Escola de Comercio Alvares Penteado (FECAP) 01.10.2019
Centro Universitário FECAP, mantido pela Fundação Escola de Comericio Álvares Penteado (FECAP)
Fundação Escola de Comércio Álvares Penteado
Subjects
Bibliometrics
Blindness
Consumers
Consumption
Customer services
design research
Developing countries
Handicapped accessibility
inclusive service experience management
Innovations
LDCs
MANAGEMENT
Service industries
Visual acuity
Visual impairment
Brazil
Deficiência Visual
Gestão inclusiva da experiência em serviços
Pesquisa de Design
Inclusive Service Experience Management
Visual Impairment
Design Research
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Summary:Originality/value--The proposed framework can be used as a brainstorming, planning, or check list tool for current or new services in existing businesses as well as for the creation of a new business from scratch. All categories are related to each other, which means that the consumption profile for the service will directly impact on what kind of experiences could be provided, how the physical evidence needs to be thought out; what the standard service flow is like, and which options could be considered as a customized service.
ISSN:1806-4892
1983-0807
1983-0807
DOI:10.7819/rbgn.v21i5.4027