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Services for the underserved: unintended well-being

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  • Luis Javier Sanchez-Barrios
  • Mario Giraldo
  • Mahmoud Khalik
  • Ricardo Manjarres

Abstract

There is a lack of research on service consumption practices of Base of the Pyramid consumers. This study contributes to the Transformative Service Research agenda by understanding stigmatized service consumption practices and their effect on the well-being of these consumers; this has not been fully addressed until now. Additionally, it is shown that understanding the relations among consumers, communities, and informal service offerings results in the design of services with unintentional positive effects on well-being at individual, collective, and relational levels. Findings show that informal service offerings are non-discriminatory, hassle-free, jargon-free, and reputation-based. These findings pave the way to further explore such complex contexts to better understand the impact of service design on the well-being of such consumers. Positive practices can be adopted by any service industry that intends to serve that segment through the intentional redesign of offerings that are engaging, inclusive, and simple and acknowledge social standing.

Suggested Citation

  • Luis Javier Sanchez-Barrios & Mario Giraldo & Mahmoud Khalik & Ricardo Manjarres, 2015. "Services for the underserved: unintended well-being," The Service Industries Journal, Taylor & Francis Journals, vol. 35(15-16), pages 883-897, November.
  • Handle: RePEc:taf:servic:v:35:y:2015:i:15-16:p:883-897
    DOI: 10.1080/02642069.2015.1090983
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    References listed on IDEAS

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    1. Yanhao Wei & Pinar Yildirim & Christophe Van den Bulte & Chrysanthos Dellarocas, 2016. "Credit Scoring with Social Network Data," Marketing Science, INFORMS, vol. 35(2), pages 234-258, March.
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    2. Rosenbaum, Mark S. & Edwards, Karen L. & Malla, Binayak & Adhikary, Jyoti Regmi & Ramírez, Germán Contreras, 2020. "Street harassment is marketplace discrimination: The impact of street harassment on young female consumers’ marketplace experiences," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    3. Hugues SERAPHIN & Vanessa GB GOWREESUNKAR & Marco PLATANIA, 2019. "Examining the Relationship between Residents’ Level of Happiness and Supportiveness to Tourism Events: Winchester (UK) as a Case Study," Journal of Tourismology, Istanbul University, Faculty of Economics, vol. 5(2), pages 93-112, December.
    4. Parsons, Elizabeth & Kearney, Treasa & Surman, Emma & Cappellini, Benedetta & Moffat, Sue & Harman, Vicki & Scheurenbrand, Klara, 2021. "Who really cares? Introducing an ‘Ethics of Care’ to debates on transformative value co-creation," Journal of Business Research, Elsevier, vol. 122(C), pages 794-804.

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