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Consumer vulnerability during mobility service interactions: causes, forms and coping
Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Centrum för tjänsteforskning. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, Avdelningen för företagsekonomi. Karlstads universitet, Fakulteten för ekonomi, kommunikation och IT, SAMOT.ORCID-id: 0000-0002-2711-7626
University of Borås.
2019 (engelsk)Inngår i: Journal of Marketing Management, ISSN 0267-257X, E-ISSN 1472-1376, Vol. 35, nr 3-4, s. 364-389Artikkel i tidsskrift (Fagfellevurdert) 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.

sted, utgiver, år, opplag, sider
Taylor & Francis, 2019. Vol. 35, nr 3-4, s. 364-389
Emneord [en]
Consumer vulnerability, coping strategies, mobility service, service interactions, transformative service research, well-being
HSV kategori
Forskningsprogram
Företagsekonomi
Identifikatorer
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
Tilgjengelig fra: 2019-02-21 Laget: 2019-02-21 Sist oppdatert: 2019-05-02bibliografisk kontrollert

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