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Refugee influx: Repercussions and research agenda for service scholars
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Refugee influx: Repercussions and research agenda for service scholars Jörg Finsterwalder University of Canterbury, Department of Management, Marketing and Entrepreneurship, Private Bag 4800, Christchurch 8140, New Zealand
A R T I C L E I N F O
A BS T RAC T
Keywords: Refugees Service Research agenda
Service provision is an integral part of hosting refugees. However, the service scholar community has remained rather dormant in regard to focusing on refugee issues. This is indeed surprising given international refugee influx is today one of the more pressing issues for developing and developed countries alike. This research note aims to identify the demands on countries’ “service ecosystems” after an influx of migrants arrives in a country, and suggests research avenues for scholars. Resolving service related issues can assist practitioners and government bodies in how to better design and manage the interface between refugees and the new (service) ecosystems these actors have entered when reaching a host country. Therefore, this research note outlines the challenges of such refugee in- or through flux relating to service provision by focusing on the incoming actors (refugees) as well as the resident actors (locals, service providers, government bodies etc.). Repercussions as well as the subsequent agenda for inquiry for service scholars outlined refer to the various system levels from micro to macro, such as on individual, family, city, regional, state and national level, but also outside the system on an international level.
1. Introduction
2. Refugees
Recent years have seen a surge in migration of people from countries who have been exposed to war or unrest, violence, persecution, natural disasters, environmental crises, poverty or other factors, culminating in a record number of 65.3 million displaced people in 2015 (accounting for just under one percent of the world's population) – of which 21.3 million were refugees (Angeli, 2016; Caprani, 2016; UNHCR, 2016a, 2016b). Approximately 34,000 refugees are displaced every single day or 24 refugees every single minute and one of every 200 refugees is a child. In 2015, over 50% of these refugees worldwide came from three countries: Syria, Afghanistan and Somalia. Despite the fact that countries in the Middle East, Africa, Asia and the Americas host the majority of refugees (94%), refugee influx into Europe has become a particularly testing and contentious issue irrespective of the comparatively lower percentage (6%) of refugees predominantly arriving from Syria, Afghanistan and Iraq to be accommodated (UNHCR, 2016a, 2016b, 2016c). Notwithstanding that developing regions host 86% of all refugees – with 13.9 million people the highest number in 20 years (UNHCR, 2016b) – challenges for developed countries have equally arisen and, as for developing countries, lie in multiple areas. Some of the key challenges of refugee influx are outlined below and focus on different sets of actors who necessitate or drive service provision. This viewpoint will then outline a research agenda for service scholars.
The refugee as the focal point of attention for scholars, governments, service providers and also citizens of a host country, is an individual who has absconded their country because of persecution, war, violence, fear of persecution for reasons of race, religion, nationality, political opinion or membership in a particular social group (Amnesty International, 2012; UNHCR, 2016d). Most of these people cannot or do not want to return home. War and ethnic, tribal and religious violence are predominant causes of refugees escaping their homeland (UNHCR, 2016d). According to The Universal Declaration of Human Rights, articles 13 (2) and 14 (1) “[e]veryone has the right to leave any country, including [their] own (…)” and “(…) to seek and to enjoy in other countries asylum from persecution” (UN, 1948/2016). 3. Repercussions Refugees seeking shelter in another country and potentially applying for asylum are not a new phenomenon (Angeli, 2016; Gatrell, 2013; UNHCR, 2016b). Yet, due to the increase in numbers in recent years (Clark and Simeon, 2016), even developed countries appear to be somewhat ill prepared to receive, manage and coordinate, host and integrate these new arrivals (Lindsay and Rogers, 2014; UNHCR, 2016b). This might not necessarily be a matter of the cost per refugee per year of an approximate US$ 119,000 (Nie, 2015) but is perhaps due
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in a city or region. Here, the allocation of resources to enable service provision is pivotal. For example, refugees might have to be medically examined by doctors, provided with temporary housing in shelters, given social counselling etc. (Lindsay and Rogers, 2014). Such coordination of refugee matters might equally be necessary on macro systems level for nationwide services, such as asylum services where the national service entity might have to allocate refugees within the host country as per an asylum quota (cf. “Refugees”, 2015b; “Refugees”, 2016b; Reimann et al., 2016) and then coordinate asylum procedures with the local agencies or councils in the regions or states and other service providers, such as for transportation of the refugees to the allocated regional bureaus for application, hearing etc. Finally, beyond the macro systems level of one nation, the quota of refugees amongst countries, potentially the agreement on an international distribution key and refugee transfers and care might have to be negotiated and coordinated (Becker, 2016; “Refugees”, 2016c; Reimann and Wittrock, 2016).
to other factors. For example, according to the United Nations High Commissioner for Refugees (UNHCR, 2016b, p. 34) the “refugee emergency in Europe tested asylum and reception systems in 2015 (…). Existing frameworks were in many instances unable to facilitate the management of the crisis or preserve the protection space in a sustainable manner”. Yet, the refugees still kept coming and therefore also kept entering these “new systems”. In service research, these systems are also called service ecosystems (Fisk et al., 2016; Vargo and Lusch, 2016). In such service ecosystems the established actors in the system have already been interacting with one another, integrating resources and are linked by institutions (Vargo and Lusch, 2016). These actors (locals, service providers, government bodies etc.) cooperate on various system levels from micro to macro (such as on individual, family, city, regional, state and national level ― but also outside this system on an international level) (cf. Fisk et al., 2016). Both categories of actors, refugees and resident actors, are used to outline the issues which they might encounter and to outline a research agenda.
4. Research agenda 3.1. Perspective of refugees as actors entering the service ecosystem As can already be deducted from the challenges outlined above, research on refugees encompasses an interdisciplinary field of study (Gatrell, 2013; Mason, 2007). Yet, such research focused on refugees has not transcended to the field of service research, despite similar global challenges having been highlighted (Fisk et al., 2016), and regardless of the fact that existing research in other disciplines relates to or discusses refugee service provision (see, for example, Critelli, 2015; Keller et al., 2006; Lee, 2014; Newbold et al., 2013; Peisker and Tilbury, 2003; Richards, 2016; Rowley et al., 2006 and Watters, 1998). Hence, this note urges service researchers to address the key challenges and repercussions which correspond to but are not limited to the range of service themes on the different system levels as identified above. These can be detailed as outlined below.
On micro systems level (individual, family), for example, due to the loss of their home, their livelihood, their community (UN, 2016), refugees might arrive with diminished personal resources (Benson, 2004) and, apart from requiring basic services, such as food and shelter provision, they might need medical and psychological aid (Feldman, 2006; Keller et al., 2006; Reimann et al., 2016; Römer, 2016). Further, if arriving with relatives, integrating themselves and their families into the host country is important, for example, there might be the need of childcare and protection as well as education (cf. “Refugees”, 2015a; Reimann et al., 2016; UNICEF, 2016). Moreover, the new environment might not be comparable to their home country in terms of consumption opportunities. Hence, refugees might have to learn how to access and use certain services (Julien, 2016) and products, for example when pursuing their fundamental right of seeking and applying for asylum (European Commission, 2015) or during daily consumption. Another challenge can be to find employment and integrate into the workforce of the host country (cf. Nie, 2015; “Refugees”, 2016a; Reimann et al., 2016) and to potentially avoid poverty (cf. Fisk et al., 2016; UNICEF, 2016). Connected to this might be having to liaise with social service providers or government agencies, for example, to avoid exploitation, abuse or violence or to assist with family reunification (UNICEF, 2016). On meso systems level, establishing a new community outside their homeland might be a much needed endeavour (cf. UNICEF, 2016). Lastly, on macro systems level, and owing to entering a different culture, the new arrivals are required to adapt to and integrate into a new society (cf. “Refugees”, 2015b).
4.1. Perspective of refugees as actors entering the service ecosystem On micro systems level, the study of the lived service experiences of refugees before and during transiting (“Refugees”, 2016d; Schneider, 2015), but particularly also after having entered a country (cf. New Zealand Ministry of Social Development, 2008), to derive implications for service design, require closer investigation. Such work has impact on literally improving the actors' journeys and service experience along the way as well as in the host country and such studies might equally impact service design on macro systems level and beyond. Further, the specific refugee needs (Watters, 1998) and behaviours in regard to existing and new service value propositions need further research to more effectively and efficiently supply basic (for example, food, temporary housing, medical, child protection or translation services) and additional services (such as financial advice, work and income services). Moreover, a closer analysis of the difference of refugee consumer behaviour compared to local actors’ consumer behaviour appears to be an understudied area. In particular, the identification of culture-specific service and consumption practices (cf. Warde, 2014) of refugees might have implications for value propositions in the host country. For example, clothes retailers might have to adjust their offerings, redesign changing rooms, retrain staff and adjust their advertising. Connected to this the integration of “refugee resources” in the host country, who at times might have different capabilities of “doing things” warrant investigation. For example, apart from providing service to replenish the potentially depleted personal resources of refugees (Römer, 2016) via healthcare and other services, knowledge and skills in regard to service use need to be studied. Which training or instruction do refugees require to utilise host country services, such as banking, IT, healthcare, public services etc.? On meso systems level, finding one's “footing” again in a foreign country might include to establish a community or connect with fellow
3.2. Perspective of other actors already residing in the service ecosystem On micro systems level, citizens already residing in the service ecosystem might be concerned that refugees increase the likelihood of domestic terrorist attacks (Diehl, 2016a; Wike et al., 2016) or evoke an upturn of crimes, assaults and harassments (Diehl, 2016b; “Refugees”, 2015d; Schulz, 2016). Further, apprehension might exist that refugees become a burden on the country because they could take away jobs and social benefits (Wike et al., 2016; see also Angeli, 2016). Resentments that too many resources are spent on the newcomers might emerge (McCathie, 2016). What is more, uncertainty or apprehension might occur as to how to interact with refugees due to language and cultural barriers (“Refugees”, 2015b, 2015c). On meso systems level coordination of refugee aid provided by different agencies, providers and administrative bodies might be required (Berres, 2016). Refugees might necessitate a combination of services, such as medical services, social services or translation services 2
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countrymen and -women who have already established such groupings. These communities might not only help with reconnecting with one's culture but also assist in setting up refugee-to-refugee support networks. Here, also community or social network services might be crucial and can be studied. It can be analysed how refugees benefit from these to connect with other refugees or citizens, such as interacting on online platforms or networks set up to connect with one another, to assist community organisations or connect with citizens (see, for example, Auckland Refugee Community Coalition, 2016; Syrian Home Berlin, 2016 and Wefugees, 2016). Such forums would assist in analysing the impact of services on cultural integration, community building, but also be able to potentially capture stories on consumption behaviour, needs etc. Moreover, the innovative use of resources can be examined, in particular the utilisation of technology. An example of this are remote services, such as video links to connect with interpreters during refugees’ medical appointments (Gruber, 2016). Additionally, smart technology could help monitor and support the management of refugee flux, resource allocation and inform service provision. For example, peak demand in some areas due to high levels of refugee influx can be monitored and resources be reallocated and logistics adjusted. On macro systems level the integration of refugees into the new service ecosystem should be studied, for example, the impact of cultural training services, information and communication technologies and services etc.
Table 1 Research on refugee agenda for service scholars. Refugees as actors Micro systems level What is the service experience of refugees on their way to and within a host country and what are the implications for service design? What are refugees’ service and consumer needs? What are refugees’ culture-specific service and consumption practices? How do refugees integrate their resources into the host country? Which knowledge and skills do refugees require to utilise certain services? Meso systems level How do refugees establish their own service ecosystems and how do these interconnect and integrate into existing service ecosystems? How do these service ecosystems assist in integrating new refugees? Which technology and innovations support refugee services, management and administration? Macro systems level How do services impact on the integration of refugees into society and how do these services have to be designed?
Residents as actors Micro systems level What is the willingness and level of actor engagement in refugee service provision? How do residing actors integrate their resources into refugee service provision? Meso systems level How can service agencies and providers best integrate and coordinate their value propositions / service offers? Macro systems level How can government and national service provision be improved or (re-)designed to support regional or local service providers and ultimately refugees better?
4.2. Perspective of other actors already residing in the service ecosystem
Service ecosystem What are the tensions and conflicts amongst different service providers and how can institutional arrangements be changed to improve connectedness and service co-creation? How can services across system levels be better integrated? How can refugee services be harmonised with services for locals? How can ad-hoc emerged and improvised service ecosystems be managed and improved? What is the pathway of these ad-hoc service ecosystems? How long do they (have to) exist? If so, when do they become permanent and why?
On micro systems level, in the light of the potentially perceived threats by citizens in regard to resource allocation, jobs, social and physical security due to the refugee influx, actor engagement and resource integration could be studied and the joining of citizen-driven or other initiatives to help the new arrivals (see, for example, the initiative “How Can I Help” outlined below). On meso systems level the coordination of services from different agencies and providers seems to be critical in providing refugee aid. The integration of services requires analysis of the gaps and suggestion of improvements to enable a more seamless service provision. On macro systems level, investigating management and administration of refugees by government services and agencies should be made a priority. Furthermore, the design of new or redesign of existing national services for refugees requires attention. For example, the creation of a national centre for refugee matters and service provision could be investigated.
These might be ad-hoc service ecosystems, for example, the emergence of improvised service ecosystems, as initiated by citizens to provide aid for refugees, or refugees could also initiate their own service ecosystems. Such ad-hoc service ecosystems might become permanent, i.e. institutionalised, or remain temporary. Temporarily emerging service ecosystems could be, for example, time-restricted service ecosystems configured to help coordinate refugee intake at a country's borders. These could be a conglomerate of first aid services, border control, refugee registration, transport providers etc. Such service ecosystems require more attention as they might be needed to cater for sudden refugee influx and also deserve closer investigation for other circumstances, such as natural catastrophes. Table 1 summarises the research topics outlined above for service scholars’ inquiry. Such research questions per system level could also be related to important areas which cluster refugee needs and experiences along several dimensions (Council of Europe, 2005; Jenson, 1998; New Zealand Ministry of Social Development, 2008) to create a research framework which relates service ecosystems to well-being (Fisk et al., 2016). The Council of Europe (2005) stresses the following four dimensions in regard to creating social cohesion within a society: Equity in the exercise of rights/non-discrimination: Without equity the legal system as such would lose its legality and would therefore be unable to accommodate plural societies in a long-term manner. Dignity and recognition: This category describes the respect for individuals as human beings, their autonomous presence and specific forms of expression, without which modern law-based societies could no longer be viewed as pluralist and open. Autonomy and personal development: This dimension encapsu-
4.3. Service ecosystem perspective Within and across system levels the study of various service ecosystems appears fruitful. First, the conflicts and tensions within the service ecosystems due to different institutional logics and arrangements (Vargo and Lusch, 2016) amongst service providers when dealing with refugees require consideration. Second, the coordination and integration of refugee services within and across system levels is a challenging task and necessitates research. Third, the integration of services for refugees and their synchronisation with services for locals has received little attention. For example, schooling refugee children separately from children of the locals is a contentious issue (cf. Eusterhus, 2016). Fourth, the emergence of service ecosystems (Vargo and Lusch, 2016; Taillard et al., 2016), for example, within a nation or region to accommodate the influx of refugees is an understudied subject. An example of such service ecosystem emergence is the “How Can I Help” platform in Germany (http://wie-kann-ich-helfen. info/), a portal where volunteers can find and engage with refugee projects in their region (Vogel, 2016). In regard to the emergence of service ecosystems, a variety of forms might be identifiable for study. 3
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lates all the conditions allowing each individual to run their life and make their own decisions, without which there could be no course of personal fulfilment. Participation and commitment: Without participation and commitment there can be no individual and collective influence on the societal decisions made. Hence, society would lose its dynamism and capacity for renewal. Comparably, Jenson (1998) formulates five categories of social cohesion, for example, adapted by the New Zealand Ministry of Social Development (2008) to explore the migrant and refugee experience: Belonging (as opposed to isolation): The feeling of being part of a wider community; trusting other actors; having a sense of common values and obligation to society, while also distinguishing that people can belong to and identify with many groups. Participation (as opposed to non-participation): The engagement and contribution to social activities, community groups and organisations, and to economic, cultural, political and civic life. Inclusion (as opposed to exclusion): The equal opportunity to achieve similar outcomes between different groups and across society as a whole, for example, in regard to the labour market, income, education, health and housing. Recognition (as opposed to rejection): Valuing diversity, accepting and respecting differences, including the different opinions and values of the many cultures that make up a country, and encourage protection from discrimination and harassment. Legitimacy (as opposed to illegitimacy): The protection of civil and political rights and building and maintaining confidence in public and other institutions, including those that act to protect rights and interests and mediate conflicts. The integration of such categories with system levels might create a structure which can be applied and used to explore refugee related issues in future research. 5. Conclusion The research agenda outlined above necessitates a view of refugees as actors in their own right, engaging with other actors, new communities, facing challenging times trying to understand and adapt to service ecosystems in new contexts and experiencing the local services with their own cultural lens. Equally, it considers the angle of the “other side”, i.e. how the residing actors in the system interact with refugees, the challenges and issues they might perceive and experience, as well as the services they can provide. A view of refugee matters from a systems perspective combined with social cohesion criteria might provide a useful framework for study. Service researchers should take up the challenge and assist in improving refugees’ lives and support governments and service providers alike by providing new insights into service related issues and solutions for refugees and service providers alike. This is to help “ensure the welfare of all [of a society's existing and potential] members, minimising disparities and avoiding polarisation” enabled by “a mutually supportive community of free individuals pursuing these common goals by democratic means” (Council of Europe, 2004, p. 3). References Amnesty International, 2012. Refugee terminology and definitions. Retrieved from: 〈http://www.amnesty.org.au/refugees/comments/29460/〉 (accessed 01.09.16). Angeli, O., 2016. Die sechs großen Irrtümer in der Migrationsdebatte, Spiegel Online, 21 September 2016. Retrieved from: 〈http://www.spiegel.de/politik/ausland/ fluechtlinge-sechs-irrtuemer-in-dermigrationsdebatte-gastbeitrag-a-1113016.html〉 (accessed 22.09.16). Auckland Refugee Community Coalition, 2016. Strengthening refugee voices for better resettlement outcomes. Retrieved from: 〈http://arcc.org.nz/〉 (accessed 01.09.16). Becker, M., 2016. Streit um Aufnahme syrischer Flüchtlinge in die EU. Kleine Zahlen, großer Ärger. Spiegel Online, 21 April 2016. Retrieved from: 〈http://www.spiegel. de/politik/ausland/fluechtlinge-eu-innenminister-streiten-ueber-verteilung-vonsyrern-a-1088573.html〉 (accessed 01.09.16).
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J. Finsterwalder Welle, 14 August 2015. Retrieved from: 〈http://www.dw.com/en/refugee-influxposes-new-challenges-for-german-pediatrics/a-18648197〉 (accessed 01.09.16). Refugees, 2015d. Silvesternacht. 60 Anzeigen nach Übergriffen vor Kölner Hauptbahnhof. Spiegel Online, 04 January 2016. Retrieved from: 〈http://www. spiegel.de/panorama/justiz/koeln-60-frauen-erstatten-anzeige-nach-sexuellenuebergriffen-an-silvester-a-1070418.html〉 (accessed 01.09.16). Refugees, 2016a. Integration von Flüchtlingen. Hilfsarbeit ja, Schwarzarbeit nein. Spiegel Online, 21 March 2016. Retrieved from: 〈http://www.spiegel.de/karriere/ berufsstart/fluechtlinge-auf-dem-arbeitsmarkt-hilfskraefte-und-co-a-1083454.html〉 (accessed 01.09.16). Refugees, 2016b. Germany approves tougher asylum rules. Business Standard/AFP, 25 February 2016. Retrieved from: 〈http://www.business-standard.com/article/ptistories/german-parliament-approves-tougher-asylum-rules-116022500867_1.html〉 (accessed 01.09.16). Refugees, 2016c. Österreich führt Obergrenze für Asylbewerber ein. Spiegel Online, 20 January 2016. Retrieved from: 〈http://www.spiegel.de/politik/ausland/oesterreichwill-fluechtlingszahlen-drastisch-senken-a-1072991.html〉 (accessed 01.09.16). Refugees, 2016d. The Trek: A New Life in Germany. Al Jazeera, 18 September 2016. Retrieved from: 〈http://www.aljazeera.com/programmes/witness/2016/09/treklife-germany-refugees-160912111625923.html〉 (accessed 20.09.16). Reimann, A., Cieschinger, A., Niesen, C., Arp, S., Schlossarek, M., 2016. Endlich verständlich: Fakten zur Flüchtlingskrise. Spiegel Online, 25 July 2016. Retrieved from: 〈http://www.spiegel.de/politik/deutschland/fluechtlinge-und-einwandererdie-wichtigsten-fakten-a-1030320.html〉 (accessed 01.09.16). Reimann, A., Wittrock, P., 2016. Flüchtlings-Verteilung in der EU. Spiegel Online, 18 February 2016. Retrieved from: 〈http://www.spiegel.de/politik/ausland/ fluechtlinge-umverteilung-in-der-eu-funktioniert-weiter-nicht-a-1078102.html〉 (accessed 01.09.16). Richards, J., 2016. Refugee migration and the intersection with child protection services: a call for further policy discussion. Soc. Dev. Issues 38 (2), 34–46. Römer, J., 2016. Kranke Flüchtlinge. Ankunft mit letzter Kraft. Spiegel Online, 17 March 2016. Retrieved from: 〈http://www.spiegel.de/gesundheit/diagnose/aerzte-ueberkranke-fluechtlinge-ankunft-mit-letzter-kraft-a-1081801.html〉 (accessed 01.09.16). Rowley, E.A., Burnham, G.M., Drabe, R.M., 2006. Protracted refugee situations: parallel health systems and planning for the integration of services. J. Refug. Stud. 19 (2), 158–186. Schneider, V., 2015. A Syrian family’s journey to a new life in Germany. Al Jazeera, 27 August 2015. Retrieved from: 〈https://uk.news.yahoo.com/syrian-familys-journeylife-germany-103152011.html〉 (accessed 01.09.16). Schulz, B., 2016. Verbote für Flüchtlinge. Tabuzone Schwimmbad. Spiegel Online, 15 January 2016. Retrieved from: 〈http://www.spiegel.de/panorama/bornheimtabuzone-schwimmbad-streit-ueber-fluechtlinge-a-1072280.html〉 (accessed 01.09. 16). Syrian Home Berlin, 2016. Facebook Page Syrian Home in Berlin. Retrieved from: 〈https://www.facebook.com/groups/SyrianHomeBerlin/?fref=ts〉 (accessed 01.09. 16).
Taillard, M., Peters, L.D., Pels, J., Mele, C., 2016. The role of shared intentions in the emergence of service ecosystems. J. Bus. Res. 69 (8), 2972–2980. UN, 1948/2016. The Universal Declaration of Human Rights. Retrieved from: 〈http:// www.un.org/en/universal-declaration-human-rights/index.html〉 (accessed 01.09. 16). UN, 2016. Refugees. Retrieved from: 〈http://www.un.org/en/globalissues/ briefingpapers/refugees/overviewofforceddisplacement.html〉 (accessed 01.09.16). UNHCR, 2016a. Figures at a Glance. Retrieved from: 〈http://www.unhcr.org/figures-ata-glance.html〉 (accessed 01.09.16). UNHCR, 2016b. Global Trends 2015. Retrieved from: 〈http://www.unhcr.org/globaltrends-2015.html〉 (accessed ...01.09.16). UNHCR, 2016c. Global Report. Retrieved from: 〈http://www.unhcr.org/gr15/index.xml〉 (accessed 01.09.16). UNHCR 2016d. What is a refugee? Retrieved from: 〈http://www.unrefugees.org/whatis-a-refugee/〉 (accessed 01.09.16). UNICEF, 2016. Uprooted. The growing crisis for refugee and migrant children. Retrieved from: 〈http://www.unicef.org.uk/Documents/Media/UPROOTED%20Report.pdf〉 (accessed 20.09.16). Vargo, S.L., Lusch, R.F., 2016. Institutions and axioms: an extension and update of service-dominant logic. J. Acad. Mark. Sci. 44 (1), 5–23. Vogel, B., 2016. Wie geht das hier? Retrieved from: 〈http://wie-kann-ich-helfen.info/ wie-geht-das-hier〉 (accessed 01.09.16). Warde, A., 2014. After taste: culture, consumption and theories of practice. J. Consum. Cult. 14 (3), 279–303. Watters, C., 1998. The mental health needs of refugees and asylum seekers: key issues in research and service development. In: Nicholson, F., Twomey, P. (Eds.), Current Issues in UK Asylum Law and Policy. Ashgate, Aldershot, 282–297. Wefugees, 2016. Wefugees. Community without Borders. Retrieved from: 〈https://www. wefugees.de/k〉 (accessed 01.09.16). Wike, R., Stokes, B., Simmons, K., 2016. Europeans Fear Wave of Refugees Will Mean More Terrorism, Fewer Jobs. Pew Research Center, 11 July 2016. Retrieved from: 〈http://www.pewglobal.org/files/2016/07/Pew-Research-Center-EU-Refugees-andNational-Identity-Report-FINAL-July-11-2016.pdf〉 (accessed 01.09.16). Jörg Finsterwalder is Associate Professor of Marketing in the Department of Management, Marketing and Entrepreneurship at The University of Canterbury, New Zealand. His diverse research interests in Service Marketing include: co-creation of services, customer-to-customer interaction, group services and consumer tribes, value networks and service (eco)systems, service consumer behaviour, customer experiences, disasters and services. He is also interested in the creative and airline industries. His work has been published in international journals such as the Journal of Strategic Marketing, Managing Service Quality/Journal of Service Theory and Practice and Journal of Retailing and Consumer Services. Jörg is an editorial advisory board member and regional associate editor (Australasia) for the Journal of Service Theory and Practice.
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Viewpoint
Refugee influx: Repercussions and research agenda for service scholars Jörg Finsterwalder University of Canterbury, Department of Management, Marketing and Entrepreneurship, Private Bag 4800, Christchurch 8140, New Zealand
A R T I C L E I N F O
A BS T RAC T
Keywords: Refugees Service Research agenda
Service provision is an integral part of hosting refugees. However, the service scholar community has remained rather dormant in regard to focusing on refugee issues. This is indeed surprising given international refugee influx is today one of the more pressing issues for developing and developed countries alike. This research note aims to identify the demands on countries’ “service ecosystems” after an influx of migrants arrives in a country, and suggests research avenues for scholars. Resolving service related issues can assist practitioners and government bodies in how to better design and manage the interface between refugees and the new (service) ecosystems these actors have entered when reaching a host country. Therefore, this research note outlines the challenges of such refugee in- or through flux relating to service provision by focusing on the incoming actors (refugees) as well as the resident actors (locals, service providers, government bodies etc.). Repercussions as well as the subsequent agenda for inquiry for service scholars outlined refer to the various system levels from micro to macro, such as on individual, family, city, regional, state and national level, but also outside the system on an international level.
1. Introduction
2. Refugees
Recent years have seen a surge in migration of people from countries who have been exposed to war or unrest, violence, persecution, natural disasters, environmental crises, poverty or other factors, culminating in a record number of 65.3 million displaced people in 2015 (accounting for just under one percent of the world's population) – of which 21.3 million were refugees (Angeli, 2016; Caprani, 2016; UNHCR, 2016a, 2016b). Approximately 34,000 refugees are displaced every single day or 24 refugees every single minute and one of every 200 refugees is a child. In 2015, over 50% of these refugees worldwide came from three countries: Syria, Afghanistan and Somalia. Despite the fact that countries in the Middle East, Africa, Asia and the Americas host the majority of refugees (94%), refugee influx into Europe has become a particularly testing and contentious issue irrespective of the comparatively lower percentage (6%) of refugees predominantly arriving from Syria, Afghanistan and Iraq to be accommodated (UNHCR, 2016a, 2016b, 2016c). Notwithstanding that developing regions host 86% of all refugees – with 13.9 million people the highest number in 20 years (UNHCR, 2016b) – challenges for developed countries have equally arisen and, as for developing countries, lie in multiple areas. Some of the key challenges of refugee influx are outlined below and focus on different sets of actors who necessitate or drive service provision. This viewpoint will then outline a research agenda for service scholars.
The refugee as the focal point of attention for scholars, governments, service providers and also citizens of a host country, is an individual who has absconded their country because of persecution, war, violence, fear of persecution for reasons of race, religion, nationality, political opinion or membership in a particular social group (Amnesty International, 2012; UNHCR, 2016d). Most of these people cannot or do not want to return home. War and ethnic, tribal and religious violence are predominant causes of refugees escaping their homeland (UNHCR, 2016d). According to The Universal Declaration of Human Rights, articles 13 (2) and 14 (1) “[e]veryone has the right to leave any country, including [their] own (…)” and “(…) to seek and to enjoy in other countries asylum from persecution” (UN, 1948/2016). 3. Repercussions Refugees seeking shelter in another country and potentially applying for asylum are not a new phenomenon (Angeli, 2016; Gatrell, 2013; UNHCR, 2016b). Yet, due to the increase in numbers in recent years (Clark and Simeon, 2016), even developed countries appear to be somewhat ill prepared to receive, manage and coordinate, host and integrate these new arrivals (Lindsay and Rogers, 2014; UNHCR, 2016b). This might not necessarily be a matter of the cost per refugee per year of an approximate US$ 119,000 (Nie, 2015) but is perhaps due
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in a city or region. Here, the allocation of resources to enable service provision is pivotal. For example, refugees might have to be medically examined by doctors, provided with temporary housing in shelters, given social counselling etc. (Lindsay and Rogers, 2014). Such coordination of refugee matters might equally be necessary on macro systems level for nationwide services, such as asylum services where the national service entity might have to allocate refugees within the host country as per an asylum quota (cf. “Refugees”, 2015b; “Refugees”, 2016b; Reimann et al., 2016) and then coordinate asylum procedures with the local agencies or councils in the regions or states and other service providers, such as for transportation of the refugees to the allocated regional bureaus for application, hearing etc. Finally, beyond the macro systems level of one nation, the quota of refugees amongst countries, potentially the agreement on an international distribution key and refugee transfers and care might have to be negotiated and coordinated (Becker, 2016; “Refugees”, 2016c; Reimann and Wittrock, 2016).
to other factors. For example, according to the United Nations High Commissioner for Refugees (UNHCR, 2016b, p. 34) the “refugee emergency in Europe tested asylum and reception systems in 2015 (…). Existing frameworks were in many instances unable to facilitate the management of the crisis or preserve the protection space in a sustainable manner”. Yet, the refugees still kept coming and therefore also kept entering these “new systems”. In service research, these systems are also called service ecosystems (Fisk et al., 2016; Vargo and Lusch, 2016). In such service ecosystems the established actors in the system have already been interacting with one another, integrating resources and are linked by institutions (Vargo and Lusch, 2016). These actors (locals, service providers, government bodies etc.) cooperate on various system levels from micro to macro (such as on individual, family, city, regional, state and national level ― but also outside this system on an international level) (cf. Fisk et al., 2016). Both categories of actors, refugees and resident actors, are used to outline the issues which they might encounter and to outline a research agenda.
4. Research agenda 3.1. Perspective of refugees as actors entering the service ecosystem As can already be deducted from the challenges outlined above, research on refugees encompasses an interdisciplinary field of study (Gatrell, 2013; Mason, 2007). Yet, such research focused on refugees has not transcended to the field of service research, despite similar global challenges having been highlighted (Fisk et al., 2016), and regardless of the fact that existing research in other disciplines relates to or discusses refugee service provision (see, for example, Critelli, 2015; Keller et al., 2006; Lee, 2014; Newbold et al., 2013; Peisker and Tilbury, 2003; Richards, 2016; Rowley et al., 2006 and Watters, 1998). Hence, this note urges service researchers to address the key challenges and repercussions which correspond to but are not limited to the range of service themes on the different system levels as identified above. These can be detailed as outlined below.
On micro systems level (individual, family), for example, due to the loss of their home, their livelihood, their community (UN, 2016), refugees might arrive with diminished personal resources (Benson, 2004) and, apart from requiring basic services, such as food and shelter provision, they might need medical and psychological aid (Feldman, 2006; Keller et al., 2006; Reimann et al., 2016; Römer, 2016). Further, if arriving with relatives, integrating themselves and their families into the host country is important, for example, there might be the need of childcare and protection as well as education (cf. “Refugees”, 2015a; Reimann et al., 2016; UNICEF, 2016). Moreover, the new environment might not be comparable to their home country in terms of consumption opportunities. Hence, refugees might have to learn how to access and use certain services (Julien, 2016) and products, for example when pursuing their fundamental right of seeking and applying for asylum (European Commission, 2015) or during daily consumption. Another challenge can be to find employment and integrate into the workforce of the host country (cf. Nie, 2015; “Refugees”, 2016a; Reimann et al., 2016) and to potentially avoid poverty (cf. Fisk et al., 2016; UNICEF, 2016). Connected to this might be having to liaise with social service providers or government agencies, for example, to avoid exploitation, abuse or violence or to assist with family reunification (UNICEF, 2016). On meso systems level, establishing a new community outside their homeland might be a much needed endeavour (cf. UNICEF, 2016). Lastly, on macro systems level, and owing to entering a different culture, the new arrivals are required to adapt to and integrate into a new society (cf. “Refugees”, 2015b).
4.1. Perspective of refugees as actors entering the service ecosystem On micro systems level, the study of the lived service experiences of refugees before and during transiting (“Refugees”, 2016d; Schneider, 2015), but particularly also after having entered a country (cf. New Zealand Ministry of Social Development, 2008), to derive implications for service design, require closer investigation. Such work has impact on literally improving the actors' journeys and service experience along the way as well as in the host country and such studies might equally impact service design on macro systems level and beyond. Further, the specific refugee needs (Watters, 1998) and behaviours in regard to existing and new service value propositions need further research to more effectively and efficiently supply basic (for example, food, temporary housing, medical, child protection or translation services) and additional services (such as financial advice, work and income services). Moreover, a closer analysis of the difference of refugee consumer behaviour compared to local actors’ consumer behaviour appears to be an understudied area. In particular, the identification of culture-specific service and consumption practices (cf. Warde, 2014) of refugees might have implications for value propositions in the host country. For example, clothes retailers might have to adjust their offerings, redesign changing rooms, retrain staff and adjust their advertising. Connected to this the integration of “refugee resources” in the host country, who at times might have different capabilities of “doing things” warrant investigation. For example, apart from providing service to replenish the potentially depleted personal resources of refugees (Römer, 2016) via healthcare and other services, knowledge and skills in regard to service use need to be studied. Which training or instruction do refugees require to utilise host country services, such as banking, IT, healthcare, public services etc.? On meso systems level, finding one's “footing” again in a foreign country might include to establish a community or connect with fellow
3.2. Perspective of other actors already residing in the service ecosystem On micro systems level, citizens already residing in the service ecosystem might be concerned that refugees increase the likelihood of domestic terrorist attacks (Diehl, 2016a; Wike et al., 2016) or evoke an upturn of crimes, assaults and harassments (Diehl, 2016b; “Refugees”, 2015d; Schulz, 2016). Further, apprehension might exist that refugees become a burden on the country because they could take away jobs and social benefits (Wike et al., 2016; see also Angeli, 2016). Resentments that too many resources are spent on the newcomers might emerge (McCathie, 2016). What is more, uncertainty or apprehension might occur as to how to interact with refugees due to language and cultural barriers (“Refugees”, 2015b, 2015c). On meso systems level coordination of refugee aid provided by different agencies, providers and administrative bodies might be required (Berres, 2016). Refugees might necessitate a combination of services, such as medical services, social services or translation services 2
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countrymen and -women who have already established such groupings. These communities might not only help with reconnecting with one's culture but also assist in setting up refugee-to-refugee support networks. Here, also community or social network services might be crucial and can be studied. It can be analysed how refugees benefit from these to connect with other refugees or citizens, such as interacting on online platforms or networks set up to connect with one another, to assist community organisations or connect with citizens (see, for example, Auckland Refugee Community Coalition, 2016; Syrian Home Berlin, 2016 and Wefugees, 2016). Such forums would assist in analysing the impact of services on cultural integration, community building, but also be able to potentially capture stories on consumption behaviour, needs etc. Moreover, the innovative use of resources can be examined, in particular the utilisation of technology. An example of this are remote services, such as video links to connect with interpreters during refugees’ medical appointments (Gruber, 2016). Additionally, smart technology could help monitor and support the management of refugee flux, resource allocation and inform service provision. For example, peak demand in some areas due to high levels of refugee influx can be monitored and resources be reallocated and logistics adjusted. On macro systems level the integration of refugees into the new service ecosystem should be studied, for example, the impact of cultural training services, information and communication technologies and services etc.
Table 1 Research on refugee agenda for service scholars. Refugees as actors Micro systems level What is the service experience of refugees on their way to and within a host country and what are the implications for service design? What are refugees’ service and consumer needs? What are refugees’ culture-specific service and consumption practices? How do refugees integrate their resources into the host country? Which knowledge and skills do refugees require to utilise certain services? Meso systems level How do refugees establish their own service ecosystems and how do these interconnect and integrate into existing service ecosystems? How do these service ecosystems assist in integrating new refugees? Which technology and innovations support refugee services, management and administration? Macro systems level How do services impact on the integration of refugees into society and how do these services have to be designed?
Residents as actors Micro systems level What is the willingness and level of actor engagement in refugee service provision? How do residing actors integrate their resources into refugee service provision? Meso systems level How can service agencies and providers best integrate and coordinate their value propositions / service offers? Macro systems level How can government and national service provision be improved or (re-)designed to support regional or local service providers and ultimately refugees better?
4.2. Perspective of other actors already residing in the service ecosystem
Service ecosystem What are the tensions and conflicts amongst different service providers and how can institutional arrangements be changed to improve connectedness and service co-creation? How can services across system levels be better integrated? How can refugee services be harmonised with services for locals? How can ad-hoc emerged and improvised service ecosystems be managed and improved? What is the pathway of these ad-hoc service ecosystems? How long do they (have to) exist? If so, when do they become permanent and why?
On micro systems level, in the light of the potentially perceived threats by citizens in regard to resource allocation, jobs, social and physical security due to the refugee influx, actor engagement and resource integration could be studied and the joining of citizen-driven or other initiatives to help the new arrivals (see, for example, the initiative “How Can I Help” outlined below). On meso systems level the coordination of services from different agencies and providers seems to be critical in providing refugee aid. The integration of services requires analysis of the gaps and suggestion of improvements to enable a more seamless service provision. On macro systems level, investigating management and administration of refugees by government services and agencies should be made a priority. Furthermore, the design of new or redesign of existing national services for refugees requires attention. For example, the creation of a national centre for refugee matters and service provision could be investigated.
These might be ad-hoc service ecosystems, for example, the emergence of improvised service ecosystems, as initiated by citizens to provide aid for refugees, or refugees could also initiate their own service ecosystems. Such ad-hoc service ecosystems might become permanent, i.e. institutionalised, or remain temporary. Temporarily emerging service ecosystems could be, for example, time-restricted service ecosystems configured to help coordinate refugee intake at a country's borders. These could be a conglomerate of first aid services, border control, refugee registration, transport providers etc. Such service ecosystems require more attention as they might be needed to cater for sudden refugee influx and also deserve closer investigation for other circumstances, such as natural catastrophes. Table 1 summarises the research topics outlined above for service scholars’ inquiry. Such research questions per system level could also be related to important areas which cluster refugee needs and experiences along several dimensions (Council of Europe, 2005; Jenson, 1998; New Zealand Ministry of Social Development, 2008) to create a research framework which relates service ecosystems to well-being (Fisk et al., 2016). The Council of Europe (2005) stresses the following four dimensions in regard to creating social cohesion within a society: Equity in the exercise of rights/non-discrimination: Without equity the legal system as such would lose its legality and would therefore be unable to accommodate plural societies in a long-term manner. Dignity and recognition: This category describes the respect for individuals as human beings, their autonomous presence and specific forms of expression, without which modern law-based societies could no longer be viewed as pluralist and open. Autonomy and personal development: This dimension encapsu-
4.3. Service ecosystem perspective Within and across system levels the study of various service ecosystems appears fruitful. First, the conflicts and tensions within the service ecosystems due to different institutional logics and arrangements (Vargo and Lusch, 2016) amongst service providers when dealing with refugees require consideration. Second, the coordination and integration of refugee services within and across system levels is a challenging task and necessitates research. Third, the integration of services for refugees and their synchronisation with services for locals has received little attention. For example, schooling refugee children separately from children of the locals is a contentious issue (cf. Eusterhus, 2016). Fourth, the emergence of service ecosystems (Vargo and Lusch, 2016; Taillard et al., 2016), for example, within a nation or region to accommodate the influx of refugees is an understudied subject. An example of such service ecosystem emergence is the “How Can I Help” platform in Germany (http://wie-kann-ich-helfen. info/), a portal where volunteers can find and engage with refugee projects in their region (Vogel, 2016). In regard to the emergence of service ecosystems, a variety of forms might be identifiable for study. 3
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lates all the conditions allowing each individual to run their life and make their own decisions, without which there could be no course of personal fulfilment. Participation and commitment: Without participation and commitment there can be no individual and collective influence on the societal decisions made. Hence, society would lose its dynamism and capacity for renewal. Comparably, Jenson (1998) formulates five categories of social cohesion, for example, adapted by the New Zealand Ministry of Social Development (2008) to explore the migrant and refugee experience: Belonging (as opposed to isolation): The feeling of being part of a wider community; trusting other actors; having a sense of common values and obligation to society, while also distinguishing that people can belong to and identify with many groups. Participation (as opposed to non-participation): The engagement and contribution to social activities, community groups and organisations, and to economic, cultural, political and civic life. Inclusion (as opposed to exclusion): The equal opportunity to achieve similar outcomes between different groups and across society as a whole, for example, in regard to the labour market, income, education, health and housing. Recognition (as opposed to rejection): Valuing diversity, accepting and respecting differences, including the different opinions and values of the many cultures that make up a country, and encourage protection from discrimination and harassment. Legitimacy (as opposed to illegitimacy): The protection of civil and political rights and building and maintaining confidence in public and other institutions, including those that act to protect rights and interests and mediate conflicts. The integration of such categories with system levels might create a structure which can be applied and used to explore refugee related issues in future research. 5. Conclusion The research agenda outlined above necessitates a view of refugees as actors in their own right, engaging with other actors, new communities, facing challenging times trying to understand and adapt to service ecosystems in new contexts and experiencing the local services with their own cultural lens. Equally, it considers the angle of the “other side”, i.e. how the residing actors in the system interact with refugees, the challenges and issues they might perceive and experience, as well as the services they can provide. A view of refugee matters from a systems perspective combined with social cohesion criteria might provide a useful framework for study. Service researchers should take up the challenge and assist in improving refugees’ lives and support governments and service providers alike by providing new insights into service related issues and solutions for refugees and service providers alike. This is to help “ensure the welfare of all [of a society's existing and potential] members, minimising disparities and avoiding polarisation” enabled by “a mutually supportive community of free individuals pursuing these common goals by democratic means” (Council of Europe, 2004, p. 3). References Amnesty International, 2012. Refugee terminology and definitions. Retrieved from: 〈http://www.amnesty.org.au/refugees/comments/29460/〉 (accessed 01.09.16). Angeli, O., 2016. Die sechs großen Irrtümer in der Migrationsdebatte, Spiegel Online, 21 September 2016. Retrieved from: 〈http://www.spiegel.de/politik/ausland/ fluechtlinge-sechs-irrtuemer-in-dermigrationsdebatte-gastbeitrag-a-1113016.html〉 (accessed 22.09.16). Auckland Refugee Community Coalition, 2016. Strengthening refugee voices for better resettlement outcomes. Retrieved from: 〈http://arcc.org.nz/〉 (accessed 01.09.16). Becker, M., 2016. Streit um Aufnahme syrischer Flüchtlinge in die EU. Kleine Zahlen, großer Ärger. Spiegel Online, 21 April 2016. Retrieved from: 〈http://www.spiegel. de/politik/ausland/fluechtlinge-eu-innenminister-streiten-ueber-verteilung-vonsyrern-a-1088573.html〉 (accessed 01.09.16).
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J. Finsterwalder Welle, 14 August 2015. Retrieved from: 〈http://www.dw.com/en/refugee-influxposes-new-challenges-for-german-pediatrics/a-18648197〉 (accessed 01.09.16). Refugees, 2015d. Silvesternacht. 60 Anzeigen nach Übergriffen vor Kölner Hauptbahnhof. Spiegel Online, 04 January 2016. Retrieved from: 〈http://www. spiegel.de/panorama/justiz/koeln-60-frauen-erstatten-anzeige-nach-sexuellenuebergriffen-an-silvester-a-1070418.html〉 (accessed 01.09.16). Refugees, 2016a. Integration von Flüchtlingen. Hilfsarbeit ja, Schwarzarbeit nein. Spiegel Online, 21 March 2016. Retrieved from: 〈http://www.spiegel.de/karriere/ berufsstart/fluechtlinge-auf-dem-arbeitsmarkt-hilfskraefte-und-co-a-1083454.html〉 (accessed 01.09.16). Refugees, 2016b. Germany approves tougher asylum rules. Business Standard/AFP, 25 February 2016. Retrieved from: 〈http://www.business-standard.com/article/ptistories/german-parliament-approves-tougher-asylum-rules-116022500867_1.html〉 (accessed 01.09.16). Refugees, 2016c. Österreich führt Obergrenze für Asylbewerber ein. Spiegel Online, 20 January 2016. Retrieved from: 〈http://www.spiegel.de/politik/ausland/oesterreichwill-fluechtlingszahlen-drastisch-senken-a-1072991.html〉 (accessed 01.09.16). Refugees, 2016d. The Trek: A New Life in Germany. Al Jazeera, 18 September 2016. Retrieved from: 〈http://www.aljazeera.com/programmes/witness/2016/09/treklife-germany-refugees-160912111625923.html〉 (accessed 20.09.16). Reimann, A., Cieschinger, A., Niesen, C., Arp, S., Schlossarek, M., 2016. Endlich verständlich: Fakten zur Flüchtlingskrise. Spiegel Online, 25 July 2016. Retrieved from: 〈http://www.spiegel.de/politik/deutschland/fluechtlinge-und-einwandererdie-wichtigsten-fakten-a-1030320.html〉 (accessed 01.09.16). Reimann, A., Wittrock, P., 2016. Flüchtlings-Verteilung in der EU. Spiegel Online, 18 February 2016. Retrieved from: 〈http://www.spiegel.de/politik/ausland/ fluechtlinge-umverteilung-in-der-eu-funktioniert-weiter-nicht-a-1078102.html〉 (accessed 01.09.16). Richards, J., 2016. Refugee migration and the intersection with child protection services: a call for further policy discussion. Soc. Dev. Issues 38 (2), 34–46. Römer, J., 2016. Kranke Flüchtlinge. Ankunft mit letzter Kraft. Spiegel Online, 17 March 2016. Retrieved from: 〈http://www.spiegel.de/gesundheit/diagnose/aerzte-ueberkranke-fluechtlinge-ankunft-mit-letzter-kraft-a-1081801.html〉 (accessed 01.09.16). Rowley, E.A., Burnham, G.M., Drabe, R.M., 2006. Protracted refugee situations: parallel health systems and planning for the integration of services. J. Refug. Stud. 19 (2), 158–186. Schneider, V., 2015. A Syrian family’s journey to a new life in Germany. Al Jazeera, 27 August 2015. Retrieved from: 〈https://uk.news.yahoo.com/syrian-familys-journeylife-germany-103152011.html〉 (accessed 01.09.16). Schulz, B., 2016. Verbote für Flüchtlinge. Tabuzone Schwimmbad. Spiegel Online, 15 January 2016. Retrieved from: 〈http://www.spiegel.de/panorama/bornheimtabuzone-schwimmbad-streit-ueber-fluechtlinge-a-1072280.html〉 (accessed 01.09. 16). Syrian Home Berlin, 2016. Facebook Page Syrian Home in Berlin. Retrieved from: 〈https://www.facebook.com/groups/SyrianHomeBerlin/?fref=ts〉 (accessed 01.09. 16).
Taillard, M., Peters, L.D., Pels, J., Mele, C., 2016. The role of shared intentions in the emergence of service ecosystems. J. Bus. Res. 69 (8), 2972–2980. UN, 1948/2016. The Universal Declaration of Human Rights. Retrieved from: 〈http:// www.un.org/en/universal-declaration-human-rights/index.html〉 (accessed 01.09. 16). UN, 2016. Refugees. Retrieved from: 〈http://www.un.org/en/globalissues/ briefingpapers/refugees/overviewofforceddisplacement.html〉 (accessed 01.09.16). UNHCR, 2016a. Figures at a Glance. Retrieved from: 〈http://www.unhcr.org/figures-ata-glance.html〉 (accessed 01.09.16). UNHCR, 2016b. Global Trends 2015. Retrieved from: 〈http://www.unhcr.org/globaltrends-2015.html〉 (accessed ...01.09.16). UNHCR, 2016c. Global Report. Retrieved from: 〈http://www.unhcr.org/gr15/index.xml〉 (accessed 01.09.16). UNHCR 2016d. What is a refugee? Retrieved from: 〈http://www.unrefugees.org/whatis-a-refugee/〉 (accessed 01.09.16). UNICEF, 2016. Uprooted. The growing crisis for refugee and migrant children. Retrieved from: 〈http://www.unicef.org.uk/Documents/Media/UPROOTED%20Report.pdf〉 (accessed 20.09.16). Vargo, S.L., Lusch, R.F., 2016. Institutions and axioms: an extension and update of service-dominant logic. J. Acad. Mark. Sci. 44 (1), 5–23. Vogel, B., 2016. Wie geht das hier? Retrieved from: 〈http://wie-kann-ich-helfen.info/ wie-geht-das-hier〉 (accessed 01.09.16). Warde, A., 2014. After taste: culture, consumption and theories of practice. J. Consum. Cult. 14 (3), 279–303. Watters, C., 1998. The mental health needs of refugees and asylum seekers: key issues in research and service development. In: Nicholson, F., Twomey, P. (Eds.), Current Issues in UK Asylum Law and Policy. Ashgate, Aldershot, 282–297. Wefugees, 2016. Wefugees. Community without Borders. Retrieved from: 〈https://www. wefugees.de/k〉 (accessed 01.09.16). Wike, R., Stokes, B., Simmons, K., 2016. Europeans Fear Wave of Refugees Will Mean More Terrorism, Fewer Jobs. Pew Research Center, 11 July 2016. Retrieved from: 〈http://www.pewglobal.org/files/2016/07/Pew-Research-Center-EU-Refugees-andNational-Identity-Report-FINAL-July-11-2016.pdf〉 (accessed 01.09.16). Jörg Finsterwalder is Associate Professor of Marketing in the Department of Management, Marketing and Entrepreneurship at The University of Canterbury, New Zealand. His diverse research interests in Service Marketing include: co-creation of services, customer-to-customer interaction, group services and consumer tribes, value networks and service (eco)systems, service consumer behaviour, customer experiences, disasters and services. He is also interested in the creative and airline industries. His work has been published in international journals such as the Journal of Strategic Marketing, Managing Service Quality/Journal of Service Theory and Practice and Journal of Retailing and Consumer Services. Jörg is an editorial advisory board member and regional associate editor (Australasia) for the Journal of Service Theory and Practice.
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