Work2017

Commentary: vulnerable consumers in service settings

Mark Scott Rosenbaum · Tali Seger-Guttmann · Mario Giraldo

175 citations0/0 files storedJournal of Services Marketing

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior in Brand Consumption and Identification Service and Product Innovation

Abstract

Purpose This commentary aims to introduce a collection of articles that highlights the experiences, needs and challenges of vulnerable consumers within a variety of service contexts. As a research collection, the investigations reveal that service researchers have overlooked how service design and processes affect vulnerable consumers. Design/methodology/approach The commentary is a conceptual perspective based on the investigations put forward in this special issue, extant literature and the editors’ perspectives. Findings Many consumers enter service contexts in some type of vulnerable condition. These conditions may include those relating to deafness, hearing impairments, older age, sexual orientation, immigration status and acculturation, participation in sexual exploitation, geographical remoteness, mental health challenges, obesity, natural disasters, language barriers and being the brunt of service provider discrimination. Research limitations/implications Service researchers are encouraged to consider how the service marketing’s foundational theories, frameworks, concepts and axioms generalize among vulnerable consumers. Practical implications Service practitioners need to realize customers often enter service contexts owing to some type of vulnerable condition that influences their expectations and perceptions of service quality. Originality/value This special issue expands the discipline’s understanding of vulnerable consumers and exposes an array of conditions that affect their experiences and journeys within service settings. Service organizations dedicated to enhancing consumer well-being must understand how they can help remedy, or lessen, the consequences associated with vulnerable conditions.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 175 citations exist upstream.

References

2015Service Research Priorities in a Rapidly Changing Context 2012Transformative service research: An agenda for the future 2005Building Understanding of the Domain of Consumer Vulnerability 2006Am I welcome here? Exploring how ethnic consumers assess their place identity

Cited by

2022Customer engagement and social media: Revisiting the past to inform the future 2020Adapting research methodology during COVID-19: lessons for transformative service research 2019Consumer vulnerability during mobility service interactions: causes, forms and coping 2022The extended reality technology (ERT) framework for designing customer and service experiences in phygital settings: a service research agenda 2019Introducing the transformative service mediator: value creation with vulnerable consumers 2020Black, white or grey magic? Our future with artificial intelligence 2019A continuum of transformative service exchange: insights for service and social marketers 2021Mapping of Journal of Services Marketing themes: a retrospective overview using bibliometric analysis

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.