TY  - JOUR
AB  - Purpose The USA is witnessing a conflict between LGBTQ (lesbian, gay, bisexual, transgender and queer) consumers/supporters and Christian fundamentalist service providers/opponents regarding whether service can be denied based on religious values. The purpose of this paper is to make a timely investigation into this conflict between marketplace inclusion (for LGBTQ consumers) and freedom of religion (for religious service providers).Design/methodology/approach The intersection of marketplace inclusion for LGBTQ consumers and religious freedom for service providers is examined by identifying appropriate strategies that address this conflict and reviewing how differing religious perspectives influence perceptions of LGBTQ consumer rights, all building off the social identity threat literature.Findings LGBTQ and religious identities often conflict to influence consumer behavior and service provider interactions. Such conflict is heightened when there is a lack of substitutes (i.e. only one service provider in an area for a specific service). Common LGBTQ consumer responses include changing service providers, providing justification for the provision of services and pursing legal recourse. Suggested strategies to address this conflict include highlighting common social identities and using two-sided messages for service providers, using in-group interventions for social groups and using government interventions for public policy.Originality/value Research has yet to examine the conflict between marketplace inclusion and religious freedom, particularly for the inclusion of LGBTQ consumers. Thus, this paper provides a novel conceptual model detailing these relationships to stimulate discussion among consumers, service providers, social groups and public policy in addition to serving as a foundation for future research.
VL  - 31
IS  - 4/5
SN  - 0887-6045
DO  - 10.1108/JSM-05-2016-0196
UR  - https://doi.org/10.1108/JSM-05-2016-0196
AU  - Minton Elizabeth A.
AU  - Cabano Frank
AU  - Gardner Meryl
AU  - Mathras Daniele
AU  - Elliot Esi
AU  - Mandel Naomi
PY  - 2017
Y1  - 2017/01/01
TI  - LGBTQ and religious identity conflict in service settings
T2  - Journal of Services Marketing
PB  - Emerald Publishing Limited
SP  - 351
EP  - 361
Y2  - 2024/04/25
ER  -