Upframing the strength-based approach: liberating the natural strength of birthright human identity

Qusay Hamdan and Raymond P. Fisk (2026). Journal of Business Research.

https://doi.org/10.1016/j.jbusres.2026.116365 ServCollab Perspective Article

Abstract:

This conceptual article upframes the strength-based approach to customer vulnerability to address state-imposed vulnerability. Statelessness occurs when nation-states impose stigmatizing identities, rendering people invisible within service systems, repressing their human strengths, and trapping them in long-lasting, state-imposed vulnerability experiences. Drawing on design science, this article follows a two-step research design. First, the problem frame is conceptualized by elucidating state-imposed vulnerability and introducing the concept of birthright human identity, which we define as the natural strength that enables strengths, mutual responsibilities, and opportunities for humans in the service systems of planet Earth. Second, a conceptual artifact —the upframed strength-based approach— is developed by integrating Transformative Service Research concepts as wisdom levers to dislodge state-imposed identities and wisdom cranes to liberate birthright human identity. These contributions extend the strength-based approach by positioning identity as a foundational strength and enabling service systems to address macro-level, structurally imposed vulnerabilities.

The article is available as an open access publication: https://doi.org/10.1016/j.jbusres.2026.116365