socialresponsibility — Research

Purpose: This study aims to explore the transformative potential of universal design (UD) principles in changing servicescapes to enhance consumer experiences and foster inclusive practices across various sectors.

Design/methodology/approach: Drawing from existing literature and research findings, this study offers a review of inclusive servicescapes and service practices through the lens of UD. The investigation spans multiple domains to highlight the impact of UD principles on inclusivity and societal welfare.

Findings: This research delves into the theoretical and practical contributions of UD principles, showcasing their application in diverse sectors to enhance citizenship experiences. This study presents valuable insights for businesses and service providers, emphasizing the significance of UD in improving societal well-being and fostering inclusivity.

Research limitations/implications: This study broadens the theoretical framework of UD, showcasing its versatility across various sectors and reinforcing its contribution to enhancing societal inclusion. By analyzing the interplay between UD principles and inclusive servicescape practices, this study highlights UD’s transformative impact on enriching citizenship experiences and fostering a deeper sense of belonging. Drawing from seminal works, this research not only adds to the understanding of UD’s role in promoting inclusivity but also strengthens the linkage between UD and inclusion theory, advancing the discourse on design's pivotal role in facilitating societal participation and crafting inclusive environments.

Practical implications: The findings of this study provide practical guidance for businesses and service providers to incorporate UD principles into servicescapes and service practices, enhancing consumer experiences. By referencing examples from education, retail and digital domains, this study offers insights for organizations seeking to create more inclusive and accessible environments.

Social implications: The societal implications of incorporating UD principles into marketplace practices are significant, promoting societal inclusivity and acceptance of diversity. By emphasizing the role of UD in fostering inclusive servicescapes, this study contributes to societal initiatives to ensure inclusivity and accessibility in the marketplace, ultimately enhancing the well-being of individuals with diverse abilities and promoting a more equitable society.

Originality/value: Building on existing literature, this study expands the understanding of UD and its potential impact on citizenship experiences. By anchoring the research on established perspectives and incorporating practical examples, this study offers original insights into the transformative power of UD in creating more inclusive and equitable societies.

Inclusive servicescapes: The imperative of universal design principles

During my graduate research assistantship, in collaboration with my graduate advisors, a topic about Millennial consumers’ perceptions of socially responsible product attributes (SRPA) (i.e. no sweat label, fair wages, safe work environment, etc.) and the decision-making process of purchasing USA Made versus Foreign Made apparel emerged, which resulted in two peer-reviewed articles.

Millennial consumers, born between 1980 and 2000, are one of the largest consumer groups, yet there is limited knowledge about their apparel product purchasing intentions. Millennials are said to make sustainability-based decisions and to have a strong social and environmental consciousness. This study explores US Millennial consumers’ consumption values in relation to social cause product attributes of environment, labor, and traceability along with 12 more traditional attributes such as fit or style. Consumption values include the perceived importance of functional, monetary, emotional, social, and epistemic benefits derived from the apparel products.

Online survey data were collected from 307 students attending a major western US university. The research hypotheses are tested using regression analyses with jeans as the apparel product category. Results suggest that traditional attributes remain a stronger influence on consumption values than social cause attributes, and that social cause product attributes, while influencing four consumption values, did not influence the social consumption value. Consumption values influence US Millennial consumers’ purchase intentions and these mediate the influence of traditional and social cause attributes on purchase intentions. Further investigation is suggested for clarifying the discrepancy between what is reported regarding Millennial consumers’ convictions and their intended apparel purchase behavior.

(Presented at ITAA 2015 - to download the proceeding, click here)

(Full-text publication)