...Abas Mirzaei; Dean Charles Hugh Wilkie; Amelie Burgess; Babak Abedin Purpose This study aims to explore the lived experiences of vulnerable consumers in service interactions by addressing the gap between observed and experienced vulnerability. It proposes two frameworks. First, the vulnerable...

...Courtney Geritz; Maria M. Raciti Purpose This paper aims to better understand the relationships between consumer expectation-experience mismatches, the dissonance-induced service interaction vulnerability that arises from these mismatches, and the strategies consumers experiencing vulnerability...