Elevating the human experience through service standards: insights from the global refugee crisis

Abstract

Purpose

This article proposes a set of three service standards for serving humanity; develops the Agency, Dignity and Diversity (ADD) Service Standards Framework; integrates these standards with human experience; and then applies this framework to refugee service experiences.

Design/methodology/approach

Building on Transformative Service Research (TSR), we propose service standards for humanity and connect these standards to elevating the human experience. Subsequently, the ADD Service Standards Framework for serving humanity is presented and applied to the human experiences of refugees.

Findings

Three service standards for serving humanity are proposed: empowering human agency, respecting human dignity and honoring human diversity. Further, we apply these three standards to offer a set of standard-specific practical actions adapted to the plight of refugees.

Practical implications

The practical implications affect all aspects of humanity’s service systems. Service standards should be universal, responsive to various needs of individuals and groups and adaptable to changing needs.

Originality/value

This paper contributes service standards for guiding service systems of any kind in serving humanity and provides a comprehensive framework for designing and implementing service standards that can elevate the human experience.

Citation

Gnusowski, M. and Fisk, R.P. (2024), "Elevating the human experience through service standards: insights from the global refugee crisis", Journal of Service Management, Vol. 35 No. 5, pp. 678-692. https://doi.org/10.1108/JOSM-11-2023-0487