Conceptualising the (dis)abling marketplace through value creation and destruction

Figures & data

Table 1. Sample characteristics.

	Study participant details		NDIS participant details
#	Pseudonym	Role	Disability type/s	Age	Sex
1	Miranda	Carer (parent)	Autism, intellectual, psychosocial	19	Male
2	Michelina	Participant	Intellectual	28	Female
3	Lynette	Carer (parent)	Intellectual, neurological, psychosocial	24	Female
4	Brenda	Carer (parent)	Autism, intellectual, neurological, acquired brain injury, psychosocial, physical	17	Male
5	Amanda	Carer (sibling)	Autism, intellectual	56	Male
6	Samuel	Participant	Intellectual, neurological, acquired brain injury	57	Male
7	Deborah	Carer (parent)	Autism, psychosocial	9	Male
8	Lorraine	Carer (parent)	Intellectual, neurological	37	Female
9	Deidre	Carer (parent)	Intellectual, neurological, psychosocial	42	Female
10	Jennifer	Carer (grandparent)	Autism, intellectual, neurological, sensory, psychosocial, physical	18	Male
11	Kellie	Carer (parent)	Autism	12	Male
12	Amelia	Participant	Intellectual, neurological	34	Female
13	Jenna	Carer (parent)	Autism	19	Male
14	Natalie	Carer (parent)	Autism, intellectual, sensory	12	Male
15	Kendall	Carer (parent)	Intellectual, sensory, psychosocial	36	Male
16	Frank	Participant	Physical	63	Male
17	Sharon	Carer (parent)	Autism, intellectual	14	Female
18	Adele	Carer (parent)	Autism, intellectual	23	Male
19	Cathy	Carer (parent)	Autism, intellectual, psychosocial	7	Male
20	Cate	Participant	Intellectual, neurological, acquired brain injury, psychosocial, physical	37	Female
21	Samantha	Carer (parent)	Intellectual, neurological, sensory, physical	13*	Female
22	Donatella	Carer (parent)	Autism, intellectual	19	Male

*One participant’s child was 13 when they passed away in 2018. This person participated in Wave 1 of this study, and wanted to and did participate in Wave 2 to provide a retrospective account of her child’s experience pre- and post-NDIS.

Table 2. Sample sociodemographic characteristics.

Sample sociodemographic characteristics	Number	Percent
Area of residence - Metropolitan - Regional/rural	6 16	27.3 72.7
Highest level of education - Year 10 - Year 12 - Vocational Certificate/Diploma - University Degree/Diploma	4 4 6 8	18.2 18.2 27.3 36.4
Employment status - Working full-time - Working part-time/casually - Unemployed - Homemaker - Retired - Full-time student	3 4 6 4 3 2	13.6 18.2 27.3 18.2 13.6 9.1

Figure 1. Consumer value conceptual framework.

This Figure shows the application of the consumer value conceptual framework to the NDIS experiences of the three exemplar participants. The Figure provides the definition of consumer value and identifies the common dimensions relevant to the study context. It also identifies the value creation and destruction processes.

Table

Author(s)	Context of study	Study method	Value dimensions	Explanation/examples
Sheth et al. (1991)	Consumer choice purchase situations	Quantitative	1. Functional 2. Social 3. Emotional 4. Epistemic 5. Conditional	- Physical performance - Group influence - Positive/negative affect - Curiosity/novelty - Situational influence
Sweeney and Soutar (2001)	Durable goods at the brand level	Mixed method Scale-development	1. Emotional 2. Social 3. Price value 4. Quality	- Feelings generated - Esteem - Cost/benefit - Physical performance
Mathwick et al. (2001)	Online retail shopping	Mixed method Scale-development	1. Service 2. Playfulness 3. Aesthetics 4. CROI	- A means to an end - Escapism/enjoyment - Visual appeal - Efficiency/return
Holbrook (2006)	Consumption experiences	Thematic analysis Auto-ethnography	1. Economic 2. Social 3. Hedonic 4. Altruistic	- Efficiency/excellence - Status/esteem - Play/aesthetics - Ethics/spirituality
Smith and Colgate (2007)	Various goods/services	Conceptual	1. Functional 2. Experiential 3. Symbolic 4. Cost/sacrifice	- Attribute/performance - Emotional/social - Self-identity/meaning - Economic/psyche/risk
Zainuddin et al. (2011)	Breast screening services	Qualitative	1. Functional 2. Emotional 3. Social 4. Altruistic	- Utility - Peace of mind - Influencing others - Benefitting others
Zainuddin et al. (2013)	Breast screening services	Quantitative	1. Functional 2. Emotional	- Utility - Peace of mind
Chell and Mortimer (2014)	Blood donation	Quantitative	1. Altruistic 2. Emotional 3. Social	- Virtuous reward - Positive affective state - Enhanced social status
Mulcahy et al., (2015)	Electronic games	Quantitative	1. Playfulness 2. CROI 3. Aesthetics 4. Service	- Enjoyment/escape - Efficiency/effectiveness - Entertain/visual appeal - Task performance
Zainuddin et al. (2017)	Bowel screening services	Quantitative	1. Functional 2. Emotional 3. Social	- Utility - Peace of mind - Influencing others
Butler et al. (2018)	Energy efficiency in homes	Quantitative	1. Functional 2. Economic 3. Emotional 4. Social 5. Ecological	- Utility/ease/control - Cost-benefit analysis - Confidence/pleasure - Influencing others - Natural environment
Gordon et al. (2018)	Energy efficiency	Quantitative	1. Functional 2. Economic 3. Emotional 4. Social 5. Ecological	- Utility/ease/control - Cost-benefit analysis - Confidence/pleasure - Influencing others - Natural environment
Jutbring (2018)	Meat consumption	Mixed-method	1. Functional 2. Emotional 3. Social	- Good health outcomes - Feeling good - Shared experience
Zainuddin et al. (2021)	Driving retirement	Qualitative	1. Functional 2. Emotional 3. Community 4. Economic	- Convenience/mobility - Freedom/enjoyment/autonomy - Social connectedness - Cost savings
Randle & Zainuddin (2022)	Disability services	Qualitative	1. Functional 2. Social 3. Emotional 4. Epistemic 5. Conditional	- Health/mobility - Social interaction - Happiness/enjoyment - Curiosity/novelty/knowledge - Planning/circumstances

Table

Construct		Source(s)	Definitions	Keywords*
Value dimension	Functional value	Sheth et al. (1991)	The perceived utility acquired from an alternative’s capacity for functional, utilitarian, or physical performance	Easy Save time/effort Convenient Independence Reliable Effective Efficient Organised Accessible Consistent Useful Correct Quality staff
		Sweeney and Soutar (2001)	The utility derived from the perceived quality and expected performance of the product
		Smith and Colgate (2007)	The extent to which a product has desired characteristics, is useful, or performs a desired function
		Holbrook (2006)	Occurs when the product or consumption experience serves as a means to a consumer’s own objectives
	Epistemic value	Sheth et al. (1991)	The perceived utility acquired from an alternatives capacity to arouse curiosity, provide novelty, and/or satisfy a desire for knowledge	New Novel Unique Interesting Exciting Opportunity Learn Knowledge Skills
	Emotional value	Sheth et al. (1991)	The perceived utility acquired from an alternative’s capacity to arouse feelings or affective states	Enjoyment Relaxation Feel valued Comfortable Stress-free At ease Pleasure Fun
		Sweeney and Soutar (2001)	The utility derived from the feelings or affective states that a product generates
		Smith and Colgate (2007)	The extent to which a product creates appropriate experiences, feelings, and motions for the customer.
		Holbrook (2006)	Arises from one’s own pleasure in consumption experiences appreciated for their own sake as ends in themselves
	Economic value	Koller, Floh and Zauner (2011)	Refers to consumers’ cost benefit analysis, evaluation of trade-offs and costs	Funding Saving Value Meet needs Enough
		Sweeney and Soutar (2001)	The utility derived from the product due to the reduction of its perceived short-term and longer-term costs
	Social value	Sheth et al. (1991)	The perceived utility acquired from an alternative’s association with one or more specific social groups	Socialise Contact Family Friends Community Accepted Approval Participate Ordinary life
		Sweeney and Soutar (2001)	The utility derived from the product’s ability to enhance social self-concept
		Holbrook (2006)	Occurs when one’s own consumption behaviour serves as a means to shaping the responses of others
	Conditional value	Sheth et al. (1991)	The perceived utility acquired by an alternative as the result of the specific situation or set of circumstances facing the choice maker	Change Emergency Variation Flexible Unexpected Location Accessibility Financial situation Needs
Consumer contributions	Cognitive contributions (motivational direction)	Katerberg & Blau (1983)	The appropriateness of the activities to which an individual directs and maintains effort	Given up Advocate
	Affective contributions (stress tolerance)	Bar-On (1997)	An individual’s ability to manage stress	Stayed calm Didn’t let it get to me
	Behavioural contributions (co-production)	Auh et al. (2007)	Constructive customer participation in service creation and delivery	Wrote to my MP Followed up
Provider contributions	Administrative quality	McDougall and Levesque (1994)	Aspects of the service which facilitate the production of a core service, adding value to a customer’s service experience	Easy Simple
	Technical quality	Dagger et al. (2007)	The technical competence of the service provider or aspects of the service such as expertise of staff	Effective Worked Helped
	Interpersonal quality	Brady and Cronin (2001)	The dyadic nature of the relationship between a service provider and service customers, including aspects such as manner, attitudes, and behaviour of the service provider	Caring Helpful Warm

*The keywords listed generally represent positively valanced terms that contribute to value creation. Antonyms of these terms represented in negatively valence terms therefore contribute to value destruction. For example, service providers described as reliable and/or organised contribute to the creation of functional value, whereas service providers described as unreliable and/or disorganised contribute to the destruction of functional value. Similarly, service experiences that make people with disabilities feel comfortable and/or stress-free contribute to the creation of emotional value, while service experiences that make people feel uncomfortable and/or stressed contribute to the destruction of emotional value. In terms of processes, providers can contribute to value creation by employing caring and helpful support staff that increase interpersonal quality, or they contribute to value destruction by employing uncaring and unhelpful support staff that reduce interpersonal quality.

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