An exploration of servicescapes’ exclusion and coping strategies of consumers with “hidden” auditory disorders

Abstract

Purpose

The purpose of this study is both to explore how people with “hidden” auditory disorders experience exclusion in servicescapes and to unfold the coping strategies they set up to deal with it.

Design/methodology/approach

Findings from 15 semi-structured interviews and participant observations with individuals suffering from auditory disorders are presented through the paper.

Findings

The findings indicate that individuals with auditory disorders deploy three types of coping strategies when exposed to sensory overload in servicescapes: choosing between physical servicescapes, opting for electronic devices and e-servicescapes and delegating shopping to relatives.

Practical implications

The study underlines how, through temporary or permanent modifications of servicescape cues, service providers give consumers opportunities to bypass situations involving sensory overload. Implications for e-servicescapes and public policy are also raised.

Originality/value

The findings reveal how the coping strategies used by individuals with auditory disorders contribute to their exclusion from the marketplace on the basis of both individual characteristics and types of servicescapes.

Citation

Beudaert, A., Gorge, H. and Herbert, M. (2017), "An exploration of servicescapes’ exclusion and coping strategies of consumers with “hidden” auditory disorders", Journal of Services Marketing, Vol. 31 No. 4/5, pp. 326-338. https://doi.org/10.1108/JSM-06-2016-0247