Empowering Consumers with Disabilities Through Generative AI Cocreation of Servicescape Information

Abstract

Generative artificial intelligence (GenAI) has sparked a lot of innovation in the servicescape to improve consumer experiences, primarily due to its ability to interact with consumers and personalize information based on the consumer's input. The authors develop a framework grounded in the social model of disability to propose how GenAI can be a tool to cocreate otherwise disabling servicescape information design. Consumers with disabilities can use this technology to modify, transform, prioritize, and generate servicescape information to fit their individual accessibility needs and mitigate disabling servicescape conditions, resulting in more positive servicescape experiences, better access, and inclusion. Institutions such as industry, government, and higher education play a dual role in this framework. While these institutions are responsible for creating servicescapes with disabling information design, they are also key collaborators that support consumers with disabilities in cocreating GenAI solutions and ensuring their effective and safe use. This framework has important implications for the universal design of servicescapes and technologies supporting consumers with disabilities, as well as the various institutions that can collaborate to facilitate inclusive and safe technology-enabled, smart environments.