In recent years, service scholars have been examining healthcare services in the context of transformative service research. Unfortunately, social inequalities greatly affect the lesbian/gay/bisexual/transgender/queer (LGBTQ+) community to obtain health care as LGBT+ persons lack access to health insurance (17% vs. 12%) compared to their heterosexual counterparts (Whittington et al., 2020). Healthcare disparities are worse for the transgender/gender non confirming community (TGNC). To address these limitations, LGBT+ health clinics have been created in the past few years to serve the TGNC by offering health care services by providing a safe and affirming environment and overcome the stigma and discrimination that persons in the LGBT+ community often face. Clinic services include mental health services, hormone theory, and transgender care. Thus, the aim of this study is to obtain an in-depth understanding of providing hospitable healthcare from a service design perspective for transgender and gender non-confirming patient from the health care provider perspective.

Literature Review
This research synthesizes research streams from healthcare services, service design, and queer theory, develop a framework of TGNC health clinic services (Pryor & Vickroy, 2019). Queer theory (Grzanka, 2020) examines the intersection of how power, discourse, and knowledge in the formation domination and oppression are created and is used in this study lens how the TGNC community has been discriminated against in health services.

Method
We conducted 14 one-on-on interviews conducted via Zoom with professionals that provide healthcare to the TGNC. Respondents were recruited via direct email, and we interviewed 14 health care professionals, including medical doctors, LGBT+ clinic coordinators and administrators, and TGNC healthcare advocates. After each interview, a brief memo highlighting initial codes and themes from the interview was created. Interviews were transcribed via a professional transcription service and read through several times to ensure accuracy. Utilizing an open, axial, and selective coding process (Corbin & Strauss, 199), we assigned codes to different chunks of data. We report results pertaining to TGNC healthcare as part of a larger study on LGBT+ healthcare service design.

Findings
We report on three themes of accessibility, servicescape, and multidisciplinary approach to TGNC healthcare.
Accessibility. Six respondents reported on the accessibility of TGNC healthcare as noted by one respondent:

"So the first is that the average transgender from Iowa has to drive an hour and a half to see an inclusive medical care provider. People that have driven up to four hours to come to the clinic to access things like hormone replacement therapy, referrals for top and bottom surgery basic birth control prep pap those things."

Servicescape. Five respondents highlighted how signaling and training assist service design:

"Being gender neutral in their language provide inclusive care."

Multidisciplinary. Eight professionals highlighted the multidisciplinary approach to care:

"Yeah, so are multidisciplinary clinic is housed in the end of chronology clinic, outpatient clinic. So it's a very neutral space because we do have all departments involved. So like to for our transmen to get pap smears."

Limitations and future research will be discussed.

Consumers development of service consumption practices during prolonged conflict: Resilience, Routine & Rapport (3Rs)

Phenomenon, Research Questions, Contribution
We note the paucity of studies that have tackled actor service consumption practices during times of prolonged conflict within the extant service research (e.g. Skålén et al., 2015). This is an important omission, particularly as social conflicts can influence relationships between incumbents and challengers. The aim of this research is to understand the role of service consumption practices during a period of prolonged conflict. Two research questions help address this aim:
• What are the processes actors take to continue their service consumption?
• What do organisations do to help ensure service consumption during these times?

Our central contribution is hinged on the interconnected weaving of Routine, Resilience and Rapport (3Rs) as an important triadic assemblage in helping to stabilise service consumption. The movement of the 3Rs is cyclical and through having a drive to be resilient, individuals feel the need to maintain a routine in their service consumption, which is then interconnected with building rapport.

Theoretical Foundations
We situate this paper within social conflict theory, which is caused by social and systemic changes (Dahrendorf, 2009, Giesler and Fischer, 2017). Social conflict is couched within power and relations of superiority and inferiority (e.g. political parties, religious sites of worship). For example, when two or more parties possess interests that are seen as mutually interdependent and incompatible and one party’s interests are adjudged to serve the interests of certain people and not others, then social conflicts can arise (Marcus, 2006).

Methodology
We conducted 36 semi-structured interviews with respondents during disruptive periods in Iraq (2017-2019) and Libya (2013-2014). We embed our analysis within social conflict theory and relate to incumbents (i.e. governments or regimes who draw on formal institutions which compromise official rules or laws) and challengers (i.e. groups of consumers who integrate resources and co-create value in order to push back against the norms).

Findings, discussion & conclusion.
Our 3Rs framework was derived from our data. We found that when routines are altered, citizens feel a greater need for building safety with family and friends, thus building a support structure through rapport and adapting with the community to support resilience. Through this cycle, challengers are able to maintain rapport with friends/family (micro) or local organisations (meso) and in turn, they develop their resilience to the incumbent.

The triadic nature of the 3Rs highlights that each element requires close scrutiny to gain a better understanding of consumers practices. Our 3R framework is not limited to our Iraqi and Libyan contexts. Consider the emergent reopening of service establishments following months of sporadic lockdowns across countries around the world due to COVID-19. Actors have found new ways to maintain rapport (e.g. individuals and businesses supporting the most vulnerable during various lockdowns ), managing this rapport through new routines (e.g. reconfiguring of shopping routines), and feeling resilient in the face of the pandemic (e.g. continuing to work through new Hybrid policies e.g. for work and leisure).

Halal tourism, a form of tourism where services adhere to Islamic teachings, is a huge growth sector. Halal tourism was worth $220 billion in 2020 and is expected to grow to $300 billion by 2026 (Bellopiskaya et al, 2020). Interestingly, non-halal countries are the most popular destination among Muslim travellers worldwide (Wibawa et al, 2021). Singapore, Thailand, The UK, Japan, and Taiwan are the top five destinations visited by Muslim travellers worldwide (Mastercard & Crescent, 2019). Muslim travellers, however, have indicated dissatisfaction with destinations that lacked suitable halal tourist infrastructure and services, particularly in non-halal destinations (Han, 2019). To explore the current state of research on halal tourism, it is necessary to analyse available literature in order to limit and clarify the gaps across studies. The purpose of this study is to synthesise existing knowledge on halal tourism, identify potential research gaps, and plan future research investigations.

Through a systematic literature review, this study proposes four research questions; (1) what key theories are being utilised in halal tourism? (2) what key themes are being utilised to research halal tourism? (3) what methodologies are being utilised to research on halal tourism? (4) what areas are identified as important future research opportunities? A standard SLR approach was adopted utilising six distinct databases, with 70 papers retrieved from journals published between 1989 and 2021.

Perceived value and motivation were recognised as the key theories in halal tourism research by this SLR. Regarding the key themes, issues around tourism demand including perception, motivation and experience are most frequently discussed. In terms of the methodology, quantitative methods are the primary method used in this field. This study discovered a gap in the role of inclusivity around halal tourism services and destination image in non-halal destinations. Research on it is limited to the Muslim majority countries (Yousaf & Xiucheng, 2018). The analysis also revealed a lack of research exploring issues that may deter visitors from travelling to a non-Muslim country. Due to the presence of Islamophobic views in various nations (Aji, 2020) Muslim travellers may be prevented from visiting destinations viewed as unfriendly.

This study concludes that more research is needed to develop an understanding of destination image that promotes inclusivity for halal tourism services in non-halal areas. Service inclusion is not only a service that allows all customers to enjoy the same amount of value inherent in a marketplace trade, but it also better serves the requirements of consumers who are vulnerable due to age, gender, colour, or religion (Fisk et al., 2018). To promote more inclusive services, require an appropriate destination image which is the key when attracting visitors. Thus, the provision of an inclusive tourist service that can meet religious needs and generate positive experiences for Muslim travellers could be crucial (Jia, 2019).

The United Nations just claimed that the accelerated pace of digital transformation risks increasing social exclusion, especially for groups lacking digital literacy or access to online services (UN, 2021). In a service context, rapid digital transformation may lead to consumers experiencing frustration, anger or helplessness (Del Bucchia et al. 2021). This state of powerlessness and lack of control is a feeling of vulnerability that hampers the service experience, leading to consumer dissatisfaction, rejection and even boycott (Mick et al. 1998). Despite the call for inclusive service designs that advocate for fairness in a sense that all consumers are able to experience the same level of value within the service interaction, service providers still fall short in maintaining inclusion along digital service experiences (Fisk et al. 2018). Following calls for future research by Fisk et al. (2018), the question arises: How can we better guide service providers in fostering inclusive digital service experiences?

In order to design experiences more inclusive, Patrick & Hollenbeck (2021) suggest creating a match between the design object and the user. If the identity of the user maps onto the service, the service is perceived emotionally positive, accessible and usable by a wide range of people (Patrick & Hollenbeck 2021). Precisely for service design, Fisk et al. (2018) conclude that inclusive service design must be approached at the individual level for three specific aspects: service concept, service system and service encounter.

Building on the work by Patrick & Hollenbeck (2021) and Fisk et al. (2018), we employ a qualitative research design and propose an action framework for fostering inclusion in digital service experiences. In a first qualitative study, we draw on social inclusion theory and appraisal theory for capturing consumer experiences on inclusive digital services. Taking results from a second qualitative study with service providers, we then derive to a set of dimensions of inclusive service experience that apply for digital service interactions from both a consumer and a service provider perspective. Accounting for service-dominant logic and co-creation of service experiences, we finally develop an action framework for service providers on designing inclusive digital service experiences.

We advance the understanding on the requirements of creating inclusive service experiences for digital services by re-thinking co-creation and proposing a co-creation process for inclusive service experiences. While accounting for inclusive service experience at the individual level, the action framework offers practitioners the opportunity to implement solutions on a managerial level. We thereby try to reduce barriers by service providers on fostering inclusive experiences in digital service interactions that derive from prior believes on design, cost and resource inefficiencies about inclusion.