TY  - JOUR
AB  - 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.
VL  - 31
IS  - 4/5
SN  - 0887-6045
DO  - 10.1108/JSM-06-2016-0247
UR  - https://doi.org/10.1108/JSM-06-2016-0247
AU  - Beudaert Anthony
AU  - Gorge Hélène
AU  - Herbert Maud
PY  - 2017
Y1  - 2017/01/01
TI  - An exploration of servicescapes’ exclusion and coping strategies of consumers with “hidden” auditory disorders
T2  - Journal of Services Marketing
PB  - Emerald Publishing Limited
SP  - 326
EP  - 338
Y2  - 2024/04/25
ER  -