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Consumer vulnerability during mobility service interactions: causes, forms and coping
Centrum för tjänsteforskning, Karlstads universitet.
University of Borås, Faculty of Textiles, Engineering and Business. (Handelsgruppen och Sustainable Consumption Research Group)ORCID iD: 0000-0001-9159-4593
2019 (English)In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376Article in journal (Refereed) In press
Abstract [en]

Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.

Place, publisher, year, edition, pages
Taylor & Francis Group, 2019.
Keywords [en]
Consumer vulnerability, service interactions, mobility service, coping
National Category
Business Administration
Research subject
Business and IT
Identifiers
URN: urn:nbn:se:hb:diva-15556DOI: 10.1080/0267257X.2019.1568281OAI: oai:DiVA.org:hb-15556DiVA, id: diva2:1273926
Available from: 2018-12-25 Created: 2018-12-25 Last updated: 2019-01-29Bibliographically approved

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf