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Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys

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  • Wünderlich, Nancy V.
  • Hogreve, Jens
  • Chowdhury, Ilma Nur
  • Fleischer, Hannes
  • Mousavi, Sahar
  • Rötzmeier-Keuper, Julia
  • Sousa, Rui

Abstract

Research has shown that any individual consumer, regardless of membership in any particular class, may experience vulnerability in the marketplace. While studies have identified core determinants of customer vulnerability states and perceptions and outlined their impact on consumers and firms, there is little research on how channel design, as part of service design strategies, can be employed to alleviate or prevent states and perceptions of vulnerability. This study extends the current literature on customer vulnerability by developing a framework that delineates determinants and consequences of vulnerability that manifest in problems of accessing or processing resources. We outline three relevant channel design strategies that service providers might employ to alleviate vulnerability: (1) flexibility through multiple multichannel paths, (2) guidance through constrained channel paths and (3) proactive initiation of interactions. Additionally, we propose a future research agenda and offer recommendations for managerial practice regarding how to identify customer vulnerability and employ countermeasures.

Suggested Citation

  • Wünderlich, Nancy V. & Hogreve, Jens & Chowdhury, Ilma Nur & Fleischer, Hannes & Mousavi, Sahar & Rötzmeier-Keuper, Julia & Sousa, Rui, 2020. "Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys," Journal of Business Research, Elsevier, vol. 116(C), pages 377-386.
    • Handle: RePEc:eee:jbrese:v:116:y:2020:i:c:p:377-386
    DOI: 10.1016/j.jbusres.2019.07.027
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    Cited by:

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    2. Erik Hermann & Gizem Yalcin Williams & Stefano Puntoni, 2024. "Deploying artificial intelligence in services to AID vulnerable consumers," Journal of the Academy of Marketing Science, Springer, vol. 52(5), pages 1431-1451, October.
    3. Léa Cauchard & Sara Laurent, 2021. "Le Nudge Peut-Il Soutenir La Perception D'Inclusion Numérique De L'Utilisateur ?," Post-Print hal-03544586, HAL.
    4. Léa Cauchard, 2021. "Quand le numérique crée une expérience de vulnérabilité : l’apport de la Théorie du Care," Post-Print hal-03544583, HAL.
    5. Wang, Jiawei, 2023. "The relationship between loneliness and consumer shopping channel choice: Evidence from China," Journal of Retailing and Consumer Services, Elsevier, vol. 70(C).
    6. Wang, Zi & Yuan, Ruizhi & Luo, Jun & Liu, Martin J. & Yannopoulou, Natalia, 2023. "Does personalized advertising have their best interests at heart? A quantitative study of narcissists’ SNS use among Generation Z consumers," Journal of Business Research, Elsevier, vol. 165(C).
    7. Gilboa, Shaked & Seger-Guttmann, Tali & Partouche-Sebban, Judith, 2022. "Increasing customer loyalty and WOM in an age of terror: Cross-cultural development and validation of the customers’ reactions to terror scale (CRTS)," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    8. Khare, Apoorv & Jain, Rajesh, 2022. "Mapping the conceptual and intellectual structure of the consumer vulnerability field: A bibliometric analysis," Journal of Business Research, Elsevier, vol. 150(C), pages 567-584.
    9. Rezaee Vessal, Saeedeh & Partouche-Sebban, Judith & Schiavone, Francesco & Raïes, Karine, 2022. "We link, you link: Social alliances and community engagement among vulnerable consumers in oncology," Journal of Business Research, Elsevier, vol. 143(C), pages 36-45.

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