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An intersectionality framework for transformative services research

Author

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  • Canan Corus
  • Bige Saatcioglu

Abstract

The authors introduce the theory of intersectionality which refers to the interactivity of social identities such as race, class, and gender in shaping individuals' experiences. Intersectionality is explored using cases and examples from healthcare services, which involve high contact encounters with consumers who may possess multiple disadvantages (e.g. low income, illness, immigrant status) and therefore make for interesting contexts for intersectional analyses. Intersectionality is proposed as a framework that can shed light on the experiences of consumers who belong to multiple disadvantaged social groups, such as being black and low income, immigrant, and in poor health. Detailed guidelines for conducting intersectionality-driven services research are provided, which take into account the interconnected nature of multiple disadvantages. The authors emphasize that intersectionality offers a holistic look at the co-created nature of services and it can be instrumental in designing tailored and fair services to improve consumer and societal well-being.

Suggested Citation

  • Canan Corus & Bige Saatcioglu, 2015. "An intersectionality framework for transformative services research," The Service Industries Journal, Taylor & Francis Journals, vol. 35(7-8), pages 415-429, May.
    • Handle: RePEc:taf:servic:v:35:y:2015:i:7-8:p:415-429
    DOI: 10.1080/02642069.2015.1015522
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    Citations

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    Cited by:

    1. Julia Rötzmeier-Keuper, 2020. "Consumer Vulnerability: Overview And Synthesis Of The Current State Of Knowledge And Future Service-Related Research Directions," Working Papers Dissertations 65, Paderborn University, Faculty of Business Administration and Economics.
    2. Cate Thomas & Colleen MacMillan & Merryn McKinnon & Hayley Torabi & Megan Osmond-McLeod & Ellen Swavley & Tamzen Armer & Kimberley Doyle, 2021. "Seeing and Overcoming the Complexities of Intersectionality," Challenges, MDPI, vol. 12(1), pages 1-13, February.
    3. Jones, Aled & Blake, Joanne & Adams, Mary & Kelly, Daniel & Mannion, Russell & Maben, Jill, 2021. "Interventions promoting employee “speaking-up” within healthcare workplaces: A systematic narrative review of the international literature," Health Policy, Elsevier, vol. 125(3), pages 375-384.
    4. Mark S. Rosenbaum, 2015. "Transformative service research: research that matters," The Service Industries Journal, Taylor & Francis Journals, vol. 35(15-16), pages 801-805, November.
    5. Carter, Jarvis W. & Salabarría-Peña, Yamir & Fields, Errol L. & Robinson, William T., 2022. "Evaluating for health equity among a cluster of health departments implementing PrEP services," Evaluation and Program Planning, Elsevier, vol. 90(C).

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