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Servicescapes seen by visually impaired travellers : Time-geography approach to servicescape research

Raissova, Alma LU (2017)
Abstract (Swedish)
Kunskapsluckor kvar i studien av servicescapes, eftersom befintlig forskning på servicescapes tenderar att ignorera stora framsteg i förståelsen av tid och rum som sociala fenomen. En aspekt som särskilt kräver ytterligare studier är hur nya begränsningar påverkar kundernas interaktioner med organiserade serviceplatser. Tidsgeografi tillvägagångssätt därför tillämpas på nuvarande servicescape forskning för att bidra till att identifiera olika begränsningar som blinda och personer med funktionshinder (VIPs) erfarenhet av en viss tjänst plats och tid. En kompletterande användning av begreppet taktik illustreras hur constrained kunder svarade på begränsningar.
Den övergripande forskningsfråga - Hur blinda och synskadade agera och röra sig... (More)
Kunskapsluckor kvar i studien av servicescapes, eftersom befintlig forskning på servicescapes tenderar att ignorera stora framsteg i förståelsen av tid och rum som sociala fenomen. En aspekt som särskilt kräver ytterligare studier är hur nya begränsningar påverkar kundernas interaktioner med organiserade serviceplatser. Tidsgeografi tillvägagångssätt därför tillämpas på nuvarande servicescape forskning för att bidra till att identifiera olika begränsningar som blinda och personer med funktionshinder (VIPs) erfarenhet av en viss tjänst plats och tid. En kompletterande användning av begreppet taktik illustreras hur constrained kunder svarade på begränsningar.
Den övergripande forskningsfråga - Hur blinda och synskadade agera och röra sig i gästfrihet servicescapes? - Undersöktes empiriskt genom individuella och fokusgruppsintervjuer och go-längs observationer av 56 blinda och VIP under 3,5 år. Studiepopulationen bestod av personer bosatta i Sverige, Kazakstan, och Tyskland.
Analysen organiserad i två teman - Konkurrens av rumtiden projekt och taktisk beteende: utvärdera, kartläggning och nätverk. Detta följdes av en diskussion av analysen under två rubriker brist på resurser och en kamp om resurser.
Denna bok kom fram till att nya hinder inte bara "som skapats av" anordnande av servicescapes, men beror också på kundernas otillräckliga kapacitet. Resultatet av en individs insatser tjänste plats beror på kundernas förmåga att övervinna oväntade begränsningar och tillgängliga resurser, såsom tid och en tillgång till tjänsteutbudet. Några av de viktigaste resultaten som framkom var att blinda och VIP var inte passiva mottagare av tjänster, utan snarare utvecklade taktiska strategier för att navigera inom dåligt organiserade servicescapes. I så ingående boken antyder att servicescape är en plats för dynamiskt samspel mellan nya begränsningar och de taktiska beteenden hos de begränsade kunder. (Less)
Abstract
Knowledge gaps remain in the study of servicescapes, since existing research on servicescapes tends to ignore major advances in the understanding of space and time as social phenomena. One aspect that particularly requires further study is how emerging constraints influence customers’ interactions with organized service places. The time-geography approach was therefore applied to the current servicescape research to help to identify various constraints that blind and visually disabled persons (VIPs) experienced in a certain service place and time. A complementary usage of the concept of tactics illustrated how constrained customers responded to the constraints.
The overall research question - How do blind and visually impaired... (More)
Knowledge gaps remain in the study of servicescapes, since existing research on servicescapes tends to ignore major advances in the understanding of space and time as social phenomena. One aspect that particularly requires further study is how emerging constraints influence customers’ interactions with organized service places. The time-geography approach was therefore applied to the current servicescape research to help to identify various constraints that blind and visually disabled persons (VIPs) experienced in a certain service place and time. A complementary usage of the concept of tactics illustrated how constrained customers responded to the constraints.
The overall research question - How do blind and visually impaired persons act and move in hospitality servicescapes? – was explored empirically through individual and focus group interviews and go-along observations of 56 blind and VIPs during 3.5 years. The study population was composed of residents of Sweden, Kazakhstan, and Germany.
The analysis was organized into two themes – Competition of space-time projects and Tactical behavior: evaluating, mapping, and networking. This was followed by a discussion of the analysis under the two headings A scarcity of resources and A struggle for resources.
This book concluded that emerging constraints are not only “created by” the organization of servicescapes, but are also due to the customers’ insufficient capabilities. The outcome of an individual’s action in service place depends on customer’s capability to overcome unexpected constraints and available resources, such as time and an access to service offerings. Some of the key findings that emerged were that blind and VIPs were not passive recipients of services but rather developed tactical strategies to navigate within poorly organized servicescapes. In so concluding the book suggests that servicescape is a place of dynamic interplay between emerging constraints and the tactical behaviors of the constrained customers.
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Please use this url to cite or link to this publication:
author
supervisor
opponent
  • Professor Kajsa Ellegård, Linköping University
organization
publishing date
type
Thesis
publication status
published
subject
keywords
servicescape, time-geography, constraints, tactics, blind, visually impaired persons, servicescape, tidsgeografi, begränsningar, taktik, blinda, synskadade
pages
177 pages
defense location
U203, Campus Helsingberg
defense date
2017-02-22 13:15
ISBN
978-91-7753-134-0
978-91-7753-135-7
language
English
LU publication?
yes
id
13c26757-c8e3-4c32-9ba6-bbe499ee9a57
date added to LUP
2017-02-03 13:16:02
date last changed
2017-03-01 17:37:52
@phdthesis{13c26757-c8e3-4c32-9ba6-bbe499ee9a57,
  abstract     = {Knowledge gaps remain in the study of servicescapes, since existing research on servicescapes tends to ignore major advances in the understanding of space and time as social phenomena. One aspect that particularly requires further study is how emerging constraints influence customers’ interactions with organized service places. The time-geography approach was therefore applied to the current servicescape research to help to identify various constraints that blind and visually disabled persons (VIPs) experienced in a certain service place and time.  A complementary usage of the concept of tactics illustrated how constrained customers responded to the constraints. <br/>The overall research question - How do blind and visually impaired persons act and move in hospitality servicescapes? – was explored empirically through individual and focus group interviews and go-along observations of 56 blind and VIPs during 3.5 years. The study population was composed of residents of Sweden, Kazakhstan, and Germany. <br/>The analysis was organized into two themes – Competition of space-time projects and Tactical behavior: evaluating, mapping, and networking. This was followed by a discussion of the analysis under the two headings A scarcity of resources and A struggle for resources. <br/>This book concluded that emerging constraints are not only “created by” the organization of servicescapes, but are also due to the customers’ insufficient capabilities. The outcome of an individual’s action in service place depends on customer’s capability to overcome unexpected constraints and available resources, such as time and an access to service offerings. Some of the key findings that emerged were that blind and VIPs were not passive recipients of services but rather developed tactical strategies to navigate within poorly organized servicescapes. In so concluding the book suggests that servicescape is a place of dynamic interplay between emerging constraints and the tactical behaviors of the constrained customers.<br/>},
  author       = {Raissova, Alma},
  isbn         = {978-91-7753-134-0},
  keyword      = {servicescape,time-geography,constraints,tactics,blind,visually impaired persons,servicescape,tidsgeografi,begränsningar,taktik,blinda,synskadade},
  language     = {eng},
  pages        = {177},
  school       = {Lund University},
  title        = {Servicescapes seen by visually impaired travellers : Time-geography approach to servicescape research },
  year         = {2017},
}