Snacking Experiences of Diabetic Customers in the Food Service Industry: A Transformative Service Approach

This study explores the snacking experiences of customers with diabetes in the food service industry through the lens of transformative service research (TSR) and nudge theory. Despite the growing importance of inclusive service design, limited research has examined how food service providers address the unique dietary needs of diabetic patrons. By focusing on snacking, a critical component of diabetic health management, this research identifies key perceptions and challenges in diabetic customers’ snacking experiences in various types of food service outlets, revealing barriers to, and opportunities for, improving service provision. Using qualitative data from 22 diabetics, we propose actionable nudges to enhance inclusivity and well-being in terms of snacking provision in the food service industry, with associated implications for the wider hospitality industry. Findings highlight how reimagined service designs, including personalized and healthier snack options, can improve the overall food environment while fostering both customer wellbeing and greater awareness of diabetes as a non-observable disease. This study contributes to hospitality literature by advocating for accessible and health-conscious service innovations that benefit diabetic customers as well as the broader community.