Understanding Vulnerable, Stigmatized, and Marginalized Consumers in Service Settings
Emerald Publishing Limited
Published on 31. August 2017
172 pages
978-1-78743-751-7 (ISBN)
Description
The theoretical and practical implications of consumer vulnerability in services is profound, as it reveals that service marketers play a key role in enhancing, or destroying, individual, communal, national, and even global well-being. Interestingly, although service marketers and practitioners readily accept the fact that consumers enter service contexts with different expectations, considerably less is known regarding the impact of consumers entering contexts with differing vulnerability conditions. Along these lines, one may even question whether the discipline's sacrosanct theories, frameworks, and axioms even generalize among vulnerable consumers.
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Content
- Cover
- Commentary: vulnerable consumers in service settings
- In their shoes: co-creating value from deaf/hearing perspectives
- An exploration of servicescapes' exclusion and coping strategies of consumers with "hidden" auditory disorders
- The effects of store environment elements on customer-to-customer interactions involving older shoppers
- LGBTQ and religious identity conflict in service settings
- Service quality and acculturation: advancing immigrant healthcare utilization
- Reconstructing lives: transformative services for human trafficking survivors
- Child helplines: how social support and controllability influence service quality and well-being
- Hedonic and eudaimonic well-being outcomes from co-creation roles: a study of vulnerable customers
- Online support for vulnerable consumers: a safe place?
- An integrative transformative service framework to improve engagement in a social service ecosystem: the case of He Waka Tapu
- Consumer-citizens mobilizing social capital following a natural disaster: effects on well-being
- Employee, branch, and brand switching: the role of linguistic choice, use and adaptation
- Do service scripts exacerbate job demand-induced customer perceived discrimination?
