Applying an experiential lens to the strength-based approach for students living with disabilities: Insights from online higher education professionals

There is a significant research gap of customers experiencing vulnerability within service settings such as higher education (HE). This research examines how the strength-based approach can be utilized in an educational context using the Experience Territory Matrix (ETM). By adopting an observer perspective of customer vulnerability, this study focuses on the re-enchantment (characterized by high student-customer orientation and high respect) of educational experiences for students with disabilities (SWDs), capturing the perspectives of online HE professionals. This research utilizes an explanatory sequential mixed-method study design. High student-customer orientation and high respect embody the strength-based approach in online education for SWDs, leading to a significantly positive impact on inclusivity, institutional and degree commitments, and support service satisfaction, as perceived by HE professionals. The findings also support the sequential mediation effect of respect and inclusive educational actions and processes on service outcomes and uncover relationship quality as a conduit of respect.