An intersectionality framework for transformative services research

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.     

Idea Management: A Systemic View*

abstract Ideas are a central ingredient of organizational life and ideation is an essential faculty that propels every day management action. Yet, little is known about how ideation is manifested and managed. We employ the philosophies of transcendentalism, process and interactionism to provide insights into the empirical referents of idea management. We use these referents as a point of departure in our interpretations. Rather than studying idea management in terms of lists of categories, continua of characteristics, or details about process, we explore its systemic nature and investigate the inter‐relatedness of idea generation, problem solving and inquiry. Based on field interviews, we propose idea management archetypes that reflect managers’ dominant approaches and a model of idea management based on patterns of behaviour. The study validates the notion of idea management and demonstrates the strengths of grounded theorizing. We discuss implications for theory and practice and identify possible strategies for future research.     

Exploring spatial vulnerability: inequality and agency formulations in social space

Abstract

The authors derive from critical urban geography and consumer research on vulnerability to investigate the ways in which vulnerability within social space is shaped and negotiated. Multiple power dynamics and ideological tension around the production and consumption of social space are explored through diverse examples within the contexts of spaces of consumption, public space as shared good and digital space. The authors offer a conceptualisation of spatial vulnerability and a framework to understand, critique and transform socio-spatial disadvantages. The spatial perspective offered in this article illuminates the ways in which marketplace vulnerability can be institutionalised and become pervasive through and within spaces of everyday life. Yet, the creative and radical potential of social space in managing spatial disadvantages is also explored along with theoretical, managerial, public policy and practical implications.