Transformative service and co-creation for more accessibility

Johns, R; Darcy, S; Dickson, T

Transformative service and co-creation for more accessibility

Johns, R Darcy, S

Dickson, T

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Publication Type:: Conference Proceeding
Citation:: 2017
Issue Date:: 2017

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Field	Value	Language
dc.contributor.author	Johns, R	en_US
dc.contributor.author	Darcy, S https://orcid.org/0000-0002-5394-2566	en_US
dc.contributor.author	Dickson, T	en_US
dc.date.issued	2017	en_US
dc.identifier.citation	2017	en_US
dc.identifier.uri	http://hdl.handle.net/10453/115247
dc.description.abstract	To add to the understanding of the service experiences of vulnerable, stigmatized, and marginalized consumers, this research focuses upon the service experiences and co-creation of service recovery of people with disabilities over more than 20 years as evidenced by complaints cases to the Australian Human Rights Commission (2015). People with disabilities, permanent or temporary, account for nearly one in five people worldwide (World Health Organization and World Bank, 2011). By sheer population size this accounts for some 1 billion potential consumers, which is expected to rise to 1.5 billion by 2050. As a consumer group, this equates to between 10 to 20% of a population, depending upon the country. As such, organizations cannot afford to ignore these customers if they are interested in expanding their consumer and/or employee base. In the service context, it is not just the person with a disability that are recipients of service, but those who are also in their family, social or employment groups (Darcy, 2010). Hence, as organizations seek to transform service offerings to ALL consumers and community members, it is essential to understand how effectively this is operationalized within an organization and for particular customer segments, to provide service delivery and recovery that meets and, sometimes, exceeds customer expectations (O'Reilly, 2007).	en_US
dc.title	Transformative service and co-creation for more accessibility	en_US
dc.type	Conference Proceeding
pubs.embargo.period	Not known	en_US
pubs.organisational-group	/University of Technology Sydney
pubs.organisational-group	/University of Technology Sydney/e-Press
pubs.organisational-group	/University of Technology Sydney/Faculty of Business
pubs.organisational-group	/University of Technology Sydney/Faculty of Business/Management Discipline
utslib.copyright.status	open_access
pubs.consider-herdc	false	en_US
pubs.publication-status	Accepted	en_US

Abstract:

To add to the understanding of the service experiences of vulnerable, stigmatized, and marginalized consumers, this research focuses upon the service experiences and co-creation of service recovery of people with disabilities over more than 20 years as evidenced by complaints cases to the Australian Human Rights Commission (2015). People with disabilities, permanent or temporary, account for nearly one in five people worldwide (World Health Organization and World Bank, 2011). By sheer population size this accounts for some 1 billion potential consumers, which is expected to rise to 1.5 billion by 2050. As a consumer group, this equates to between 10 to 20% of a population, depending upon the country. As such, organizations cannot afford to ignore these customers if they are interested in expanding their consumer and/or employee base. In the service context, it is not just the person with a disability that are recipients of service, but those who are also in their family, social or employment groups (Darcy, 2010). Hence, as organizations seek to transform service offerings to ALL consumers and community members, it is essential to understand how effectively this is operationalized within an organization and for particular customer segments, to provide service delivery and recovery that meets and, sometimes, exceeds customer expectations (O'Reilly, 2007).

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http://hdl.handle.net/10453/115247