Marketplace Inclusion Across the Consumer Journey: A Five-Stage Framework.

Bibliographic Details
Title:	Marketplace Inclusion Across the Consumer Journey: A Five-Stage Framework.
Authors:	Wang, Jiaqian (AUTHOR) janewang@nus.edu.sg, Lee, Angela Y. (AUTHOR)
Source:	Journal of Public Policy & Marketing. Jul2026, Vol. 45 Issue 3, p280-282. 3p.
Subject Terms:	Customer experience, Financial inclusion, Social integration
Abstract:	The article focuses on developing a comprehensive framework for marketplace inclusion, defined as the extent to which consumers from diverse backgrounds can discover, access, afford, and use products and services with dignity and satisfaction. It proposes a five-dimension model—representational, access, economic, social, and experiential inclusion—mapped across different stages of the consumer journey (prepurchase, purchase, postpurchase) to identify where inclusion succeeds or fails. The framework highlights that inclusion is a process rather than a binary outcome, emphasizing the need for firms and policymakers to address barriers beyond physical access, including representation in marketing, pricing equity, stigma-free interactions, and product functionality. This multidimensional approach offers theoretical refinement, practical diagnostic tools for businesses, and suggests policy expansions beyond current access-focused laws to better protect diverse consumers throughout their marketplace experience. [Extracted from the article]
	Copyright of Journal of Public Policy & Marketing is the property of American Marketing Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database:	Business Source Index

FullText	Text: Availability: 0
Header	DbId: bsx DbLabel: Business Source Index An: 194357060 RelevancyScore: 1472 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 1471.61413574219
IllustrationInfo
Items	– Name: Title Label: Title Group: Ti Data: Marketplace Inclusion Across the Consumer Journey: A Five-Stage Framework. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22Wang%2C+Jiaqian%22">Wang, Jiaqian</searchLink> (AUTHOR)<i> janewang@nus.edu.sg</i><br /><searchLink fieldCode="AR" term="%22Lee%2C+Angela+Y%2E%22">Lee, Angela Y.</searchLink> (AUTHOR) – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Journal+of+Public+Policy+%26+Marketing%22">Journal of Public Policy & Marketing</searchLink>. Jul2026, Vol. 45 Issue 3, p280-282. 3p. – Name: Subject Label: Subject Terms Group: Su Data: <searchLink fieldCode="DE" term="%22Customer+experience%22">Customer experience</searchLink><br /><searchLink fieldCode="DE" term="%22Financial+inclusion%22">Financial inclusion</searchLink><br /><searchLink fieldCode="DE" term="%22Social+integration%22">Social integration</searchLink> – Name: Abstract Label: Abstract Group: Ab Data: The article focuses on developing a comprehensive framework for marketplace inclusion, defined as the extent to which consumers from diverse backgrounds can discover, access, afford, and use products and services with dignity and satisfaction. It proposes a five-dimension model—representational, access, economic, social, and experiential inclusion—mapped across different stages of the consumer journey (prepurchase, purchase, postpurchase) to identify where inclusion succeeds or fails. The framework highlights that inclusion is a process rather than a binary outcome, emphasizing the need for firms and policymakers to address barriers beyond physical access, including representation in marketing, pricing equity, stigma-free interactions, and product functionality. This multidimensional approach offers theoretical refinement, practical diagnostic tools for businesses, and suggests policy expansions beyond current access-focused laws to better protect diverse consumers throughout their marketplace experience. [Extracted from the article] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of Journal of Public Policy & Marketing is the property of American Marketing Association and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
PLink	https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=bsx&AN=194357060
RecordInfo	BibRecord: BibEntity: Identifiers: – Type: doi Value: 10.1177/07439156261435453 Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 3 StartPage: 280 Subjects: – SubjectFull: Customer experience Type: general – SubjectFull: Financial inclusion Type: general – SubjectFull: Social integration Type: general Titles: – TitleFull: Marketplace Inclusion Across the Consumer Journey: A Five-Stage Framework. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: Wang, Jiaqian – PersonEntity: Name: NameFull: Lee, Angela Y. IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 07 Text: Jul2026 Type: published Y: 2026 Identifiers: – Type: issn-print Value: 07439156 Numbering: – Type: volume Value: 45 – Type: issue Value: 3 Titles: – TitleFull: Journal of Public Policy & Marketing Type: main
ResultId	1