Araştırma Makalesi
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Grounded Teori Yaklaşımıyla Engelli Birey Kent Deneyimi Kuramı Geliştirme

Yıl 2025, Cilt: 18 Sayı: Uluslararası Girişimcilik Sosyal Bilimler Kongresi Özel Sayısı, 262 - 282, 30.10.2025

Öz

Bu araştırma, Türkiye'nin Aksaray kentinde yaşayan belli engellere sahip bireylerin kent deneyimlerini açığa çıkarmak ve bu deneyimlerin, tüketici duygularıyla olan kavramsal düzeyde ilişkisel örüntülerini ortaya koymayı ve onların bakış açılarına dayalı bir kuram geliştirmeyi amaçlamaktadır. Bu amaç doğrultusunda, çalışmada nitel araştırma yaklaşımı benimsenerek, grounded teori (gömülü kuram) deseninden yararlanılmıştır. Araştırmaya, Aksaray ilinde yaşayan, amaçlı örnekleme yöntemiyle seçilen 10 görme ve ortopedik engelli birey dahil edilmiştir. Bu katılımcılarla yüz-yüze iki aşamalı yürütülen açık uçlu sorular ile nitel görüşmeler gerçekleştirilmiştir. Elde edilen görüşmeler, tümevarımsal bir analiz süreciyle değerlendirilmiştir. Analiz sonucu bulgular, katılımcıların kentin farklı etkileşim noktalarında, işlevsel ve duygusal temalarla ilintili çeşitli deneyimler yaşadıklarını ortaya koymuştur. Ayrıca, bu deneyimlerin kentle ilgili tatmin, sadakat ve genel yaşam doyumu gibi tüketici duygularıyla örüntüsel kavramsal ilişkiler kurduğu belirlenmiştir. Bu çalışmanın, engelli bireylerin tüketim faaliyetlerini inceleyen ve ayrıca kent deneyimleri ile ilgilinen araştırmacılara yarar sağlayacağı düşünülmektedir. Ayrıca kent yöneticilerin engelli bireylere yönelik alacakları kararlara rehberlik edebileceği umulmaktadır.

Kaynakça

  • Alagarsamy, S., Mehrolia, S. & Vijay, M. (2022). The importance of servicescapes in Maldivian higher education: application of the stimuli-organism-response (SOR) framework. Journal of Facilities Management, 20(2), 218-234. https://doi.org/10.1108/JFM-02-2021-0027
  • Alhusban, A. A., & Almshaqbeh, S. N. (2024). Delivering an inclusive built environment for physically disabled people in public universities (Jordan as a case study). Journal of Engineering, Design and Technology, 22(6), 1980-1998. https://doi.org/10.1108/JEDT-06-2022-0281
  • Asghar, A., Asif, R., & Akhtar, N. (2024). Servicescapes and social servicescapes: impact on perceived usefulness, choice satisfaction and behavior at fast-food restaurants. Journal of Hospitality and Tourism Insights, 7(4), 2121-2143. https://doi.org/10.1108/JHTI-03-2023-0125
  • Baker, S. M., & Kaufman-Scarborough, C. (2001). Marketing and public accommodation: A retrospective on title III of the Americans with disabilities Act. Journal of Public Policy & Marketing, 20(2), 297-304. https://doi.org/10.1509/jppm.20.2.297.17370
  • Baker, S. M., Holland, J., & Kaufman‐Scarborough, C. (2007). How consumers with disabilities perceive “welcome” in retail servicescapes: A critical incident study. Journal of Services Marketing, 21(3), 160-173. https://doi.org/10.1108/08876040710746525
  • Baker, S. M., Stephens, D. L., & Hill, R. P. (2001). Marketplace experiences of consumers with visual impairments: Beyond the Americans with disabilities Act. Journal of Public Policy & Marketing, 20(2), 215-224. https://doi.org/10.1509/jppm.20.2.215.17369
  • Becker, L., & Jaakkola, E. (2020). Customer experience: fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48(4), 630-648.
  • Berry, L. L., & Carbone, L. P. (2007). Customer loyalty building loyalty through experience management. Quality Progress, 40(9), 26-32.
  • Beudaert, A. (2020). Towards an embodied understanding of consumers with disabilities: insights from the field of disability studies. Consumption Markets & Culture, 23(4), 361-375.
  • Beudaert, A., Mason, M., & Nau, J. P. (2024). The social model and consumers with disabilities research: contributions, criticisms, and call for new perspectives. Journal of Marketing Management, 40(5-6), 481-511.
  • Bogdan, R., & Biklen, S. (2007). Qualitative research for education: An introduction to theory and methods (5th ed.). Pearson Education, Inc.
  • Brantlinger, E., Jimenez, R., Klingner, J., Pugach, M., & Richardson, V. (2005). Qualitative studies in special education. Exceptional Children, 71(2), 195-207.
  • Chang, H., Eckman, M., & Yan, R. (2011). Application of the stimulus-organism-response model to the retail environment: the role of hedonic motivation in impulse buying behavior. The International Review of Retail, Distribution and Consumer Research, 21 (3), 233-249.
  • Chen, A. & Peng, N. (2015). The effects of luxury restaurant environments on diners’ emotions and loyalty incorporating diner expectations into an extended Mehrabian-Russell model. International Journal of Contemporary Hospitality Management, 27(2), 236-260.
  • Chen, K.-H., Ye, Y. & Yu, C.-H. (2024). Military tourism cultural heritage site experiencescape effects on authenticity, memorability, and revisit intention: learning from Taiwanese military dependents’ villages. Tourism Review, 79(3), 739-756. https://doi.org/10.1108/TR-12-2022-0642
  • Creswell, J. W., & Creswell, J. (2018). Research design : Qualitative, quantitative, and mixed methods approaches (3rd. ed.). Sage.
  • de Araújo Viana, R., & de Almeida, M. F. L. (2025). Customer experience management from the corporate sustainability perspective: Proposition of indicators and metrics. Measurement: Sensors, 38(Supplement), 101833. https://doi.org/10.1016/j.measen.2025.101833
  • General Directorate of Disabled and Elderly Services. (2023). Disability and Elderly Statistics Bulletin. https://aile.gov.tr/media/135432/eyhgm_istatistik_bulteni_nisan_23.pdf (Access date: 20.03.2025)
  • Eisenberg, Y., Heider, A., Labbe, D., Gould, R., & Jones, R. (2024). Planning accessible cities: Lessons from high quality barrier removal plans. Cities, 148, 104837. https://doi.org/10.1016/j.cities.2024.104837
  • Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
  • Hacini, C. E., Bada, Y., & Pihet, C. (2022). The mobility of people with disability: Between urban accessibility and urban attractiveness. A case study from Algiers, Algeria. International Review for Spatial Planning and Sustainable Development, 10(2), 38-57.
  • Hart, C., Stachow, G., & Cadogan, J. (2013). Conceptualising town centre image and the customer experience. Journal of Marketing Management, 29(15-16), 1753-1781.
  • Haytko, D. L., & Baker, J. (2004). It‘s all at the mall: Exploring adolescent girls’ experiences. Journal of Retailing, 80(1), 67-83. doi:10.1016/j.jretai.2004.01.005
  • Higgins, L., Husemann, K. C., & Zeyen, A. (2024). The disabling marketplace: towards a conceptualisation. Journal of Marketing Management, 40(5-6), 371-377.
  • Huang, S. (2024). The impact of ski servicescape on tourist loyalty: evidence from Chinese market. Current Issues In Tourism, 28(2), 220-239. https://doi.org/10.1080/13683500.2023.2300038
  • Hwang, J., & Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. International Journal of Contemporary Hospitality Management, 28(10), 2218-2246.
  • Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research agenda. Journal of Service Theory and Practice, 27(3), 642-662.
  • Janusz, M., Piotrowski, M., Kwiatkowska, E., Grzybowska-Brzezińska, M., & Maciuk, K. (2023). Accessibility of public sector institutions for people with special needs in Polish regions. Sustainability, 15(22), 15842.
  • Kalra, N., Deshwal, P., Gokarn, S., & Kushwah, S. (2024). Antecedents and outcomes of customer over-the-top experience: a systematic literature review. IIMT Journal of Management, 1(1), 47-87.
  • Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21-56.
  • Kapsalis, E., Jaeger, N., & Hale, J. (2024). Disabled-by-design: effects of inaccessible urban public spaces on users of mobility assistive devices–a systematic review. Disability and Rehabilitation: Assistive Technology, 19(3), 604-622.
  • Karimi, H. A., Zhang, L., & Benner, J. G. (2014). Personalized accessibility map (PAM): A novel assisted wayfinding approach for people with disabilities. Annals of GIS, 20(2), 99-108.
  • Kaufman-Scarborough, C. (1999). Reasonable access for mobility-disabled persons is more than widening the door. Journal of Retailing, 75(4), 479-508. https://doi.org/10.1016/S0022-4359(99) 00020-2
  • Kuppelwieser, V. (2025). The inclusion delusion: service research’s dangerous disconnect from disabled reality. Journal of Services Marketing. https://doi.org/10.1108/JSM-04-2025-0273
  • Law on Persons with Disabilities. (2005). https://mevzuat.gov.tr/mevzuatmetin/1.5.5378.pdf (Engelli Kanunu) (Access date: 20.03.2025)
  • Li, Y. F., Zhang, D., Dulas, H. M., & Whirley, M. L. (2024). Academic learning experiences and challenges of students with disabilities in higher education. Journal of Postsecondary Student Success, 3(4), 79-102.
  • McClimens, A., Partridge, N., & Sexton, E. (2014). How do people with learning disability experience the city centre? A Sheffield case study. Health & Place, 28, 14-21.
  • Menzel Baker, S., Holland, J., & Kaufman‐Scarborough, C. (2007). How consumers with disabilities perceive “welcome” in retail servicescapes: A critical incident study. Journal of Services Marketing, 21(3), 160-173.
  • Metwally, E. & Samir, E. (2024). Assessing citizen satisfaction indicators for urban public services to enhance quality of life in Sharm el-Sheikh. Ain Shams Engineering Journal, 15, 1-17. https://doi.org/10.1016/j.asej.2024.102841
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 117-126.
  • Mody, M. A., & Suess, C. (2022). The accommodation experiencescape: a comparative assessment of hotels and Airbnb. International Journal of Contemporary Hospitality Management, 29(9), 2377-2404. https://doi.org/10.1108/IJCHM-09-2016-0501
  • Muschkiet, M., & Wulfert, T. (2022). Holistic customer experience in smart city service systems – A conceptual model. The Human Side of Service Engineering, 62, 271–278.
  • Nykiforuk, C. I., Glenn, N. M., Hosler, I., Craig, H., Reynard, D., Molner, B., C. Jared, & Lowe, S. (2021). Understanding urban accessibility: A community-engaged pilot study of entrance features. Social Science & Medicine, 273, 113775. https://doi.org/10.1016/j.socscimed.2021.113775
  • Park, J., & Chowdhury, S. (2018). Investigating the barriers in a typical journey by public transport users with disabilities. Journal of Transport & Health, 10, 361-368.
  • Patton, M. Q. (2002). Qualitative research & evaluation methods (3rd. ed.). Sage.
  • Pine, B.J., & Gilmore, J.H. (1999). The Experience economy: Work is theatre and every business a stage. Harvard Business School Press, MA.
  • Pullman, M. E., & Gross, M. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551-578. doi:10.1111/j.0011-7315.2004.02611.x
  • Rahimian, S., ShamiZanjani, M., Manian, A., & Esfidani, M. R. (2021). A framework of customer experience management for hotel industry. International Journal of Contemporary Hospitality Management, 33(5), 1413-1436.
  • Shen, X., Zheng, S., Wang, R., Li, Q., Xu, Z., Wang, X., & Wu, J. (2023). Disabled travel and urban environment: A literature review. Transportation Research Part D: Transport and Environment, 115, 103589.
  • Snepenger, D., Snepenger, M., Dalbey, M., & Wessol, A. (2007). Meanings and consumption characteristics of places at a tourism destination. Journal of Travel Research, 45(3), 310-321.
  • Stafford, L., Novacevski, M., Pretorius, R., & Rogers, P. (2024). The makings of disability-inclusive sustainable communities: Perspectives from Australia. Urban Governance, 4, 113-121.
  • Stocchi, L., Hart, C., & Haji, I. (2016). Understanding the town centre customer experience (TCCE). Journal of Marketing Management, 32(17-18), 1562-1587.
  • Taecharungroj, V., & Stoica, I. (2024). Assessing place experiences in Luton and Darlington on Twitter with topic modelling and AI-generated lexicons. Journal of Place Management and Development, 17(1), 49-73.
  • Tuli, N., Srivastava, R., & Kumar, H. (2023). Navigating services for consumers with disabilities: a comprehensive review and conceptual framework. Journal of Services Marketing, 37(9), 1132-1150. https://doi.org/10.1108/JSM-06-2023-0204
  • TÜİK (Türkiye İstatistik Kurumu). (2022). https://data.tuik.gov.tr/Kategori/GetKategori?p=saglik-ve-sosyal-koruma-101&dil=1 (Access date: 25.04.2025).
  • Vilnai-Yavetz, I., Gilboa, S., & Mitchell, V. (2024). Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities. Journal of Services Marketing, 38(3), 344-368.
  • Wallendorf, M., & Belk, R. (1989). Assessing trustworthiness in naturalistic consumer research. E. Hirschman (Ed), Interpretive consumer research in (s. 69-84). Association for Consumer Research, Provo.
  • World Health Organization. (2022), Disability and health. Fact sheet. Retrieved August 31, 2022, from https://www.who.int/news-room/fact-sheets/detail/disability-and-health
  • Zainuddin, N., Randle, M., Gordon, R., & Dolnicar, S. (2024). Conceptualising the (dis) abling marketplace through value creation and destruction. Journal of Marketing Management, 40(5-6), 418-449. https://doi.org/10.1080/0267257X.2024.2323444

Developing a Grounded Theory on the Urban Experience of Individuals with Disabilities

Yıl 2025, Cilt: 18 Sayı: Uluslararası Girişimcilik Sosyal Bilimler Kongresi Özel Sayısı, 262 - 282, 30.10.2025

Öz

This study aims to reveal the urban experiences of individuals with specific disabilities in Aksaray, Turkey, to uncover the conceptual patterns of their conceptual patterns with consumer emotions, and to develop a theory grounded in their perspectives. To achieve this aim, a qualitative research approach was adopted, employing a grounded theory design. The study included 10 individuals with visual and orthopedic disabilities residing in Aksaray, selected through purposive sampling. In-depth qualitative interviews were conducted with these participants through face-to-face, two-stage sessions using open-ended questions. The collected interviews were analyzed through an inductive process. The findings revealed that participants experienced diverse interactions across various urban touchpoints, associated with both functional and emotional themes. Moreover, these experiences were found to establish patterned conceptual relationships with consumer emotions such as satisfaction with the city, loyalty, and overall life satisfaction. This research is expected to contribute to scholars examining consumption practices of individuals with disabilities as well as those focusing on urban experiences. Furthermore, it is hoped that the study may provide guidance to urban policymakers in their decision-making processes concerning people with disabilities.

Kaynakça

  • Alagarsamy, S., Mehrolia, S. & Vijay, M. (2022). The importance of servicescapes in Maldivian higher education: application of the stimuli-organism-response (SOR) framework. Journal of Facilities Management, 20(2), 218-234. https://doi.org/10.1108/JFM-02-2021-0027
  • Alhusban, A. A., & Almshaqbeh, S. N. (2024). Delivering an inclusive built environment for physically disabled people in public universities (Jordan as a case study). Journal of Engineering, Design and Technology, 22(6), 1980-1998. https://doi.org/10.1108/JEDT-06-2022-0281
  • Asghar, A., Asif, R., & Akhtar, N. (2024). Servicescapes and social servicescapes: impact on perceived usefulness, choice satisfaction and behavior at fast-food restaurants. Journal of Hospitality and Tourism Insights, 7(4), 2121-2143. https://doi.org/10.1108/JHTI-03-2023-0125
  • Baker, S. M., & Kaufman-Scarborough, C. (2001). Marketing and public accommodation: A retrospective on title III of the Americans with disabilities Act. Journal of Public Policy & Marketing, 20(2), 297-304. https://doi.org/10.1509/jppm.20.2.297.17370
  • Baker, S. M., Holland, J., & Kaufman‐Scarborough, C. (2007). How consumers with disabilities perceive “welcome” in retail servicescapes: A critical incident study. Journal of Services Marketing, 21(3), 160-173. https://doi.org/10.1108/08876040710746525
  • Baker, S. M., Stephens, D. L., & Hill, R. P. (2001). Marketplace experiences of consumers with visual impairments: Beyond the Americans with disabilities Act. Journal of Public Policy & Marketing, 20(2), 215-224. https://doi.org/10.1509/jppm.20.2.215.17369
  • Becker, L., & Jaakkola, E. (2020). Customer experience: fundamental premises and implications for research. Journal of the Academy of Marketing Science, 48(4), 630-648.
  • Berry, L. L., & Carbone, L. P. (2007). Customer loyalty building loyalty through experience management. Quality Progress, 40(9), 26-32.
  • Beudaert, A. (2020). Towards an embodied understanding of consumers with disabilities: insights from the field of disability studies. Consumption Markets & Culture, 23(4), 361-375.
  • Beudaert, A., Mason, M., & Nau, J. P. (2024). The social model and consumers with disabilities research: contributions, criticisms, and call for new perspectives. Journal of Marketing Management, 40(5-6), 481-511.
  • Bogdan, R., & Biklen, S. (2007). Qualitative research for education: An introduction to theory and methods (5th ed.). Pearson Education, Inc.
  • Brantlinger, E., Jimenez, R., Klingner, J., Pugach, M., & Richardson, V. (2005). Qualitative studies in special education. Exceptional Children, 71(2), 195-207.
  • Chang, H., Eckman, M., & Yan, R. (2011). Application of the stimulus-organism-response model to the retail environment: the role of hedonic motivation in impulse buying behavior. The International Review of Retail, Distribution and Consumer Research, 21 (3), 233-249.
  • Chen, A. & Peng, N. (2015). The effects of luxury restaurant environments on diners’ emotions and loyalty incorporating diner expectations into an extended Mehrabian-Russell model. International Journal of Contemporary Hospitality Management, 27(2), 236-260.
  • Chen, K.-H., Ye, Y. & Yu, C.-H. (2024). Military tourism cultural heritage site experiencescape effects on authenticity, memorability, and revisit intention: learning from Taiwanese military dependents’ villages. Tourism Review, 79(3), 739-756. https://doi.org/10.1108/TR-12-2022-0642
  • Creswell, J. W., & Creswell, J. (2018). Research design : Qualitative, quantitative, and mixed methods approaches (3rd. ed.). Sage.
  • de Araújo Viana, R., & de Almeida, M. F. L. (2025). Customer experience management from the corporate sustainability perspective: Proposition of indicators and metrics. Measurement: Sensors, 38(Supplement), 101833. https://doi.org/10.1016/j.measen.2025.101833
  • General Directorate of Disabled and Elderly Services. (2023). Disability and Elderly Statistics Bulletin. https://aile.gov.tr/media/135432/eyhgm_istatistik_bulteni_nisan_23.pdf (Access date: 20.03.2025)
  • Eisenberg, Y., Heider, A., Labbe, D., Gould, R., & Jones, R. (2024). Planning accessible cities: Lessons from high quality barrier removal plans. Cities, 148, 104837. https://doi.org/10.1016/j.cities.2024.104837
  • Gentile, C., Spiller, N., & Noci, G. (2007). How to sustain the customer experience: An overview of experience components that co-create value with the customer. European Management Journal, 25(5), 395-410.
  • Hacini, C. E., Bada, Y., & Pihet, C. (2022). The mobility of people with disability: Between urban accessibility and urban attractiveness. A case study from Algiers, Algeria. International Review for Spatial Planning and Sustainable Development, 10(2), 38-57.
  • Hart, C., Stachow, G., & Cadogan, J. (2013). Conceptualising town centre image and the customer experience. Journal of Marketing Management, 29(15-16), 1753-1781.
  • Haytko, D. L., & Baker, J. (2004). It‘s all at the mall: Exploring adolescent girls’ experiences. Journal of Retailing, 80(1), 67-83. doi:10.1016/j.jretai.2004.01.005
  • Higgins, L., Husemann, K. C., & Zeyen, A. (2024). The disabling marketplace: towards a conceptualisation. Journal of Marketing Management, 40(5-6), 371-377.
  • Huang, S. (2024). The impact of ski servicescape on tourist loyalty: evidence from Chinese market. Current Issues In Tourism, 28(2), 220-239. https://doi.org/10.1080/13683500.2023.2300038
  • Hwang, J., & Seo, S. (2016). A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives. International Journal of Contemporary Hospitality Management, 28(10), 2218-2246.
  • Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience–a review and research agenda. Journal of Service Theory and Practice, 27(3), 642-662.
  • Janusz, M., Piotrowski, M., Kwiatkowska, E., Grzybowska-Brzezińska, M., & Maciuk, K. (2023). Accessibility of public sector institutions for people with special needs in Polish regions. Sustainability, 15(22), 15842.
  • Kalra, N., Deshwal, P., Gokarn, S., & Kushwah, S. (2024). Antecedents and outcomes of customer over-the-top experience: a systematic literature review. IIMT Journal of Management, 1(1), 47-87.
  • Kandampully, J., Zhang, T., & Jaakkola, E. (2018). Customer experience management in hospitality: A literature synthesis, new understanding and research agenda. International Journal of Contemporary Hospitality Management, 30(1), 21-56.
  • Kapsalis, E., Jaeger, N., & Hale, J. (2024). Disabled-by-design: effects of inaccessible urban public spaces on users of mobility assistive devices–a systematic review. Disability and Rehabilitation: Assistive Technology, 19(3), 604-622.
  • Karimi, H. A., Zhang, L., & Benner, J. G. (2014). Personalized accessibility map (PAM): A novel assisted wayfinding approach for people with disabilities. Annals of GIS, 20(2), 99-108.
  • Kaufman-Scarborough, C. (1999). Reasonable access for mobility-disabled persons is more than widening the door. Journal of Retailing, 75(4), 479-508. https://doi.org/10.1016/S0022-4359(99) 00020-2
  • Kuppelwieser, V. (2025). The inclusion delusion: service research’s dangerous disconnect from disabled reality. Journal of Services Marketing. https://doi.org/10.1108/JSM-04-2025-0273
  • Law on Persons with Disabilities. (2005). https://mevzuat.gov.tr/mevzuatmetin/1.5.5378.pdf (Engelli Kanunu) (Access date: 20.03.2025)
  • Li, Y. F., Zhang, D., Dulas, H. M., & Whirley, M. L. (2024). Academic learning experiences and challenges of students with disabilities in higher education. Journal of Postsecondary Student Success, 3(4), 79-102.
  • McClimens, A., Partridge, N., & Sexton, E. (2014). How do people with learning disability experience the city centre? A Sheffield case study. Health & Place, 28, 14-21.
  • Menzel Baker, S., Holland, J., & Kaufman‐Scarborough, C. (2007). How consumers with disabilities perceive “welcome” in retail servicescapes: A critical incident study. Journal of Services Marketing, 21(3), 160-173.
  • Metwally, E. & Samir, E. (2024). Assessing citizen satisfaction indicators for urban public services to enhance quality of life in Sharm el-Sheikh. Ain Shams Engineering Journal, 15, 1-17. https://doi.org/10.1016/j.asej.2024.102841
  • Meyer, C., & Schwager, A. (2007). Understanding customer experience. Harvard Business Review, 85(2), 117-126.
  • Mody, M. A., & Suess, C. (2022). The accommodation experiencescape: a comparative assessment of hotels and Airbnb. International Journal of Contemporary Hospitality Management, 29(9), 2377-2404. https://doi.org/10.1108/IJCHM-09-2016-0501
  • Muschkiet, M., & Wulfert, T. (2022). Holistic customer experience in smart city service systems – A conceptual model. The Human Side of Service Engineering, 62, 271–278.
  • Nykiforuk, C. I., Glenn, N. M., Hosler, I., Craig, H., Reynard, D., Molner, B., C. Jared, & Lowe, S. (2021). Understanding urban accessibility: A community-engaged pilot study of entrance features. Social Science & Medicine, 273, 113775. https://doi.org/10.1016/j.socscimed.2021.113775
  • Park, J., & Chowdhury, S. (2018). Investigating the barriers in a typical journey by public transport users with disabilities. Journal of Transport & Health, 10, 361-368.
  • Patton, M. Q. (2002). Qualitative research & evaluation methods (3rd. ed.). Sage.
  • Pine, B.J., & Gilmore, J.H. (1999). The Experience economy: Work is theatre and every business a stage. Harvard Business School Press, MA.
  • Pullman, M. E., & Gross, M. A. (2004). Ability of experience design elements to elicit emotions and loyalty behaviors. Decision Sciences, 35(3), 551-578. doi:10.1111/j.0011-7315.2004.02611.x
  • Rahimian, S., ShamiZanjani, M., Manian, A., & Esfidani, M. R. (2021). A framework of customer experience management for hotel industry. International Journal of Contemporary Hospitality Management, 33(5), 1413-1436.
  • Shen, X., Zheng, S., Wang, R., Li, Q., Xu, Z., Wang, X., & Wu, J. (2023). Disabled travel and urban environment: A literature review. Transportation Research Part D: Transport and Environment, 115, 103589.
  • Snepenger, D., Snepenger, M., Dalbey, M., & Wessol, A. (2007). Meanings and consumption characteristics of places at a tourism destination. Journal of Travel Research, 45(3), 310-321.
  • Stafford, L., Novacevski, M., Pretorius, R., & Rogers, P. (2024). The makings of disability-inclusive sustainable communities: Perspectives from Australia. Urban Governance, 4, 113-121.
  • Stocchi, L., Hart, C., & Haji, I. (2016). Understanding the town centre customer experience (TCCE). Journal of Marketing Management, 32(17-18), 1562-1587.
  • Taecharungroj, V., & Stoica, I. (2024). Assessing place experiences in Luton and Darlington on Twitter with topic modelling and AI-generated lexicons. Journal of Place Management and Development, 17(1), 49-73.
  • Tuli, N., Srivastava, R., & Kumar, H. (2023). Navigating services for consumers with disabilities: a comprehensive review and conceptual framework. Journal of Services Marketing, 37(9), 1132-1150. https://doi.org/10.1108/JSM-06-2023-0204
  • TÜİK (Türkiye İstatistik Kurumu). (2022). https://data.tuik.gov.tr/Kategori/GetKategori?p=saglik-ve-sosyal-koruma-101&dil=1 (Access date: 25.04.2025).
  • Vilnai-Yavetz, I., Gilboa, S., & Mitchell, V. (2024). Malls designed for inclusion? Emotional experience of irritating aspects of the mallscape that distance consumers with disabilities. Journal of Services Marketing, 38(3), 344-368.
  • Wallendorf, M., & Belk, R. (1989). Assessing trustworthiness in naturalistic consumer research. E. Hirschman (Ed), Interpretive consumer research in (s. 69-84). Association for Consumer Research, Provo.
  • World Health Organization. (2022), Disability and health. Fact sheet. Retrieved August 31, 2022, from https://www.who.int/news-room/fact-sheets/detail/disability-and-health
  • Zainuddin, N., Randle, M., Gordon, R., & Dolnicar, S. (2024). Conceptualising the (dis) abling marketplace through value creation and destruction. Journal of Marketing Management, 40(5-6), 418-449. https://doi.org/10.1080/0267257X.2024.2323444
Toplam 59 adet kaynakça vardır.

Ayrıntılar

Birincil Dil İngilizce
Konular Kent Sosyolojisi ve Toplum Çalışmaları
Bölüm Araştırma Makalesi
Yazarlar

Mutlu Uygun 0000-0002-5878-8430

Ebru Güner Vurganer 0000-0001-7315-2935

Gönderilme Tarihi 25 Ağustos 2025
Kabul Tarihi 30 Ekim 2025
Erken Görünüm Tarihi 30 Ekim 2025
Yayımlanma Tarihi 30 Ekim 2025
Yayımlandığı Sayı Yıl 2025 Cilt: 18 Sayı: Uluslararası Girişimcilik Sosyal Bilimler Kongresi Özel Sayısı

Kaynak Göster

APA Uygun, M., & Güner Vurganer, E. (2025). Developing a Grounded Theory on the Urban Experience of Individuals with Disabilities. Kent Akademisi, 18(Uluslararası Girişimcilik Sosyal Bilimler Kongresi Özel Sayısı), 262-282. https://doi.org/10.35674/kent.1772167

International Refereed and Indexed Journal of Urban Culture and Management | Kent Kültürü ve Yönetimi Uluslararası Hakemli İndeksli Dergi

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