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Consumer vulnerabil...
Consumer vulnerability during mobility service interactions : causes, forms and coping
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- Echeverri, Per, 1958- (författare)
- Karlstads universitet,Centrum för tjänsteforskning,Centrum för tjänsteforskning, Karlstads universitet
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- Salomonson, Nicklas (författare)
- Högskolan i Borås,Akademin för textil, teknik och ekonomi,Handelsgruppen och Sustainable Consumption Research Group
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(creator_code:org_t)
- Taylor & Francis, 2019
- 2019
- Engelska.
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Ingår i: Journal of Marketing Management. - : Taylor & Francis. - 0267-257X .- 1472-1376. ; 35:3-4, s. 364-389
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Abstract
Ämnesord
Stäng
- 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.
Ämnesord
- SAMHÄLLSVETENSKAP -- Ekonomi och näringsliv -- Företagsekonomi (hsv//swe)
- SOCIAL SCIENCES -- Economics and Business -- Business Administration (hsv//eng)
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Information Systems, Social aspects (hsv//eng)
Nyckelord
- Consumer vulnerability
- coping strategies
- mobility service
- service interactions
- transformative service research
- well-being
- Business Administration
- Företagsekonomi
- Business and IT
Publikations- och innehållstyp
- ref (ämneskategori)
- art (ämneskategori)
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