Enhancing inclusion through a service infrastructure of kindness
Published online on February 23, 2026
Abstract
Marketing Theory, Ahead of Print.
We introduce the concept of a service infrastructure of kindness, defined as the underlying features of an organisation that embed kindness into service delivery. Our findings identify four features of a service infrastructure of kindness: culture, ...
We introduce the concept of a service infrastructure of kindness, defined as the underlying features of an organisation that embed kindness into service delivery. Our findings identify four features of a service infrastructure of kindness: culture, ...