Forgotten customers, inclusive customers: personal values and coproduction of physically disabled persons in leisure consumption
Physically disabled customers (PDCs) in Brazil face numerous obstacles in their social role as consumers, in spite of their significant share of the population. Their low visibility implies they are not seen for what they really are: potential consumers. Consequently, they often cannot satisfy t...
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| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
University of Algarve, ESGHT/CINTURS
2018-07-01
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| Series: | Tourism & Management Studies |
| Subjects: | |
| Online Access: | https://tmstudies.net/index.php/ectms/article/view/1034/pdf_107 |
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| Summary: | Physically disabled customers (PDCs) in Brazil face numerous obstacles
in their social role as consumers, in spite of their significant share of the
population. Their low visibility implies they are not seen for what they
really are: potential consumers. Consequently, they often cannot satisfy
their wishes or achieve personal values through the acquisition of
products and services. This suggests an investigation of the major
reasons behind their consumption practices related to personal values.
Using the soft laddering technique, this study shows that happiness and
freedom are the personal values achieved by PDCs while enjoying
beachside recreation activities. Non-participant observation and the
priming stimulus of the five human senses were simultaneously used to
investigate the intersection of these values with the stimuli offered by
the service providers to these customers to co-produce the service.
Finally, further investigation is suggested as to why, contrary to
common sense, social belonging was not one of the personal values
identified. |
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| ISSN: | 2182-8466 |