Change search
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
Consumer vulnerability during mobility service interactions: causes, forms and coping
Karlstad University, Faculty of Economic Sciences, Communication and IT, Service Research Center. Karlstad University, Faculty of Economic Sciences, Communication and IT, Department of Business Administration. Karlstad University, Faculty of Economic Sciences, Communication and IT, The Service and Market Oriented Transport Research Group.ORCID iD: 0000-0002-2711-7626
University of Borås.
2019 (English)In: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 35, no 3-4, p. 364-389Article in journal (Refereed) Published
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, 2019. Vol. 35, no 3-4, p. 364-389
Keywords [en]
Consumer vulnerability, coping strategies, mobility service, service interactions, transformative service research, well-being
National Category
Business Administration Information Systems, Social aspects
Research subject
Business Administration
Identifiers
URN: urn:nbn:se:kau:diva-71292DOI: 10.1080/0267257X.2019.1568281ISI: 000463909000007Scopus ID: 2-s2.0-85060809249OAI: oai:DiVA.org:kau-71292DiVA, id: diva2:1290814
Available from: 2019-02-21 Created: 2019-02-21 Last updated: 2019-05-02Bibliographically approved

Open Access in DiVA

No full text in DiVA

Other links

Publisher's full textScopus

Authority records BETA

Echeverri, Per

Search in DiVA

By author/editor
Echeverri, Per
By organisation
Service Research CenterDepartment of Business AdministrationThe Service and Market Oriented Transport Research Group
In the same journal
Journal of Marketing Management
Business AdministrationInformation Systems, Social aspects

Search outside of DiVA

GoogleGoogle Scholar

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 89 hits
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