Trapped in informality: a transformative service study of refugee women’s labor in Colombia

Purpose This study aims to examine how Venezuelan refugee women navigate informal service employment in Colombia and identifies systemic barriers to their formal labor inclusion. The research contributes to transformative service research (TSR) by viewing employment as a service domain shaping refugee well-being. Design/methodology/approach Using a mixed-methods design, the study integrates a large-scale survey of 3,016 Venezuelan refugee women with in-depth interviews from ten service-sector employers. Findings are interpreted through the lenses of TSR, the migrant customer journey framework and the refugee service experience framework. By integrating perspectives from both refugee women and employers, the study generates insights that inform theory and practice on inclusive labor service systems. Findings Study 1 reveals that refugee women face legal, digital and caregiving-related barriers that constrain them to informal service roles. Study 2 highlights employer-side constraints such as credential distrust and gendered hiring norms. A conceptual framework illustrates how systemic factors produce precarious employment conditions and outlines potential service system interventions. Research limitations/implications This study is geographically limited to northern Colombia and does not examine long-term employment outcomes. Future research should explore refugee labor integration across regions and over time. Practical implications The study offers guidance for service organizations, HR professionals and policymakers seeking to reduce hiring barriers and improve employment quality for refugee women. Social implications Promoting formal employment access for refugee women contributes to gender equity, poverty reduction and local economic growth. Addressing labor exclusion helps reduce social fragmentation, supports integration and aligns with Sustainable Development Goal (SDG) #8. Originality/value This research advances refugee-focused service theory by positioning labor as a critical touchpoint in the refugee service journey. It expands TSR by identifying informal work as a site of both resilience and exclusion and offers actionable guidance for inclusive labor practices aligned with SDG 8.