Language, digital technology, and capabilities

Langue, numérique et capabilités

Feyrouz Hendaoui-Ben Tanfous
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Feyrouz Hendaoui-Ben Tanfous: UMA - Université de la Manouba [Tunisie]

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Abstract: This article examines mediation as a compensatory capability within the framework of inclusive public service innovation, drawing on the case of senior women labeled as illiterate. While modernization and digitalization policies aim to broaden access to public services, certain populations remain excluded from the effective exercise of their rights due to deficits in literacy, digital, and linguistic skills. Mobilizing Sen's capability approach, institutional decoupling theory,and the literature on inclusive innovation, the article shows that these policies often produce formal inclusion while masking persistent vulnerabilities. Based on an interpretive qualitative methodology, the findings highlight that effective access relies primarily on social mediations which have ambivalent effects on autonomy, dignity, and substantive freedoms.

Keywords: public services; Tunisia; lliterate women; mediation; capabilities; inclusive innovation; Tunisie; femmes analphabètes; médiation; capabilités; services publics; innovation inclusive (search for similar items in EconPapers)
Date: 2026-06-24
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Published in European Review of Service Economics and Management, 2026, 2026-1 (21), pp.89-116. ⟨10.48611/isbn.978-2-406-20692-7.p.0089⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05685979

DOI: 10.48611/isbn.978-2-406-20692-7.p.0089

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