Rethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Framework

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dc.contributor.authorBoenigk S
dc.contributor.authorFisk R
dc.contributor.authorKabadayi S
dc.contributor.authorAlkire L
dc.contributor.authorCheung L
dc.contributor.authorCorus C
dc.contributor.authorKreimer A
dc.contributor.authorLuca N
dc.contributor.authorOmeira M
dc.contributor.authorPaul P
dc.contributor.authorSantos M
dc.contributor.authorSmidt N
dc.contributor.authorFinsterwalder, Jörg
dc.date.accessioned2022-10-18T20:30:05Z
dc.date.available2022-10-18T20:30:05Z
dc.date.issued2021en
dc.date.updated2022-07-28T01:17:48Z
dc.description.abstractThe global refugee crisis is a complex humanitarian problem. Service researchers can assist in solving this crisis because refugees are immersed in complex human service systems. Drawing on marketing, sociology, transformative service, and consumer research literature, this study develops a Transformative Refugee Service Experience Framework to enable researchers, service actors, and public policy makers to navigate the challenges faced throughout a refugee’s service journey. The primary dimensions of this framework encompass the spectrum from hostile to hospitable refugee service systems and the resulting suffering or well-being in refugees’ experiences. The authors conceptualize this at three refugee service journey phases (entry, transition, and exit) and at three refugee service system levels (macro, meso, and micro) of analysis. The framework is supported by brief examples from a range of service-related refugee contexts as well as a Web Appendix with additional cases. Moreover, the authors derive a comprehensive research agenda from the framework, with detailed research questions for public policy and (service) marketing researchers. Managerial directions are provided to increase awareness of refugee service problems; stimulate productive interactions; and improve collaboration among public and nonprofit organizations, private service providers, and refugees. Finally, this work provides a vision for creating hospitable refugee service systems.en
dc.identifier.citationBoenigk S, Fisk R, Kabadayi S, Alkire L, Cheung L, Corus C, Finsterwalder J, Kreimer A, Luca N, Omeira M, Paul P, Santos M, Smidt N (2021). Rethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Framework. Journal of Public Policy and Marketing. 40(2). 165-183.en
dc.identifier.doihttp://doi.org/10.1177/0743915620962815
dc.identifier.issn0743-9156
dc.identifier.issn1547-7207
dc.identifier.urihttps://hdl.handle.net/10092/104573
dc.languageen
dc.language.isoenen
dc.publisherSAGE Publicationsen
dc.rightsAll rights reserved unless otherwise stateden
dc.rights.urihttp://hdl.handle.net/10092/17651en
dc.subjectrefugee crisisen
dc.subjecttransformative service researchen
dc.subjecthostile vs. hospitable refugee service systemsen
dc.subjectrefugee service journeyen
dc.subjectrefugee service experienceen
dc.subjectpublic policyen
dc.subject.anzsrcFields of Research::35 - Commerce, management, tourism and services::3506 - Marketing::350605 - Marketing management (incl. strategy and customer relations)en
dc.subject.anzsrcFields of Research::35 - Commerce, management, tourism and services::3506 - Marketing::350611 - Service marketingen
dc.subject.anzsrcFields of Research::35 - Commerce, management, tourism and services::3506 - Marketing::350601 - Consumer behaviouren
dc.titleRethinking Service Systems and Public Policy: A Transformative Refugee Service Experience Frameworken
dc.typeJournal Articleen
uc.collegeUC Business School
uc.departmentManagement, Marketing and Entrepreneurship
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