Power, interdependencies, and the service exclusion of young neurodiverse children: A parental perspective

Power imbalances within broader social structures, such as service ecosystems, can inadvertently contribute to service exclusion, even in well-intentioned service designs. Such exclusion can disproportionately impact vulnerable consumer groups. While service research has increasingly examined these experiences, limited attention has been paid to how power imbalances within service ecosystems shape exclusion during service exchanges. This study addresses this gap using Lukes’s (2005) power framework to examine parental accounts of the service exclusion experiences of young neurodiverse children (NDC) navigating the Australian education service ecosystem. Drawing on 24 in-depth, semi-structured interviews, this study reveals how systemic power imbalances marginalize young NDC, constraining access to essential services. The findings advance marketing theory by identifying interdependencies as the mechanism linking power and service exclusion. They extend Lukes’s (2005) power framework into service research by revealing how these mechanisms subtly and systemically weaken agency, constrain participation, and legitimize exclusion without requiring direct intent.