...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...

... Limited 2025 Emerald Publishing Limited Licensed re-use rights only Sustainable development goals (SDGs) Transformative services Unregulated markets Vulnerable consumers Service provision continuum Building on a systematic review of 67 peer-reviewed studies, this paper proposes a 2...

... ambient, design and social factors as inconvenient ambient conditions, overwhelming design and atmospherics, and the annoying socialscape, respectively. The inclusion of vulnerable consumers in the marketplace is an emerging field of research (e.g. Dodds and Palakshappa, 2022 ; Rosenbaum et...

...Svetlana De Vos; Roberta Crouch; Pascale Quester; Jasmina Ilicic Purpose This paper aims to explore the power of appeals based on fear mixed with challenge co-designed with vulnerable consumers in motivating the use of credence services. Design/methodology/approach A qualitative phase (Study 1...

... Publishing Limited Licensed re-use rights only Older consumers Stereotype threat Service failure Service encounters Vulnerable consumers It is expected that between 2017 and 2050, virtually, every country in the world will experience a substantial increase in the size of the population...

... this vulnerable consumer segment in their transition into the workforce. Design/methodology/approach A survey was conducted which examined how social support (high and low) influenced YAWD’s path to independent mobility behavior. The data were analyzed using partial least squares-SEM. Findings...

... Limited 2019 Emerald Publishing Limited Licensed re-use rights only Visual storytelling Vulnerable consumers Healthcare Breast cancer Social media Social support Selfies Health services Instagram Both transformative services and social marketing aim to improve people’s lives through...

...Raechel Johns; Janet Davey Purpose The purpose of this study is to identify the role of mediators in supporting value co-creation for vulnerable consumers in a service context. The authors propose that in transformative services, the roles of actor mediators facilitate control and empowerment...

...Joy Parkinson; Lisa Schuster; Rory Mulcahy; Heini Maarit Taiminen Purpose This paper aims to examine the service experience in an online support community of consumers to understand the nature of social support and how it is experienced and enacted by vulnerable consumers. Design/methodology...

...Lilliemay Cheung; Janet R. McColl-Kennedy; Leonard V. Coote Purpose This paper aims to demonstrate how vulnerable consumer-citizens mobilize social capital following a natural disaster, showing how different forms of social capital contribute to well-being and resilience. Design/methodology...

...Kathryn Simons Davis; Mayoor Mohan; Steven W. Rayburn Purpose This paper aims to develop an understanding of key variables for designing and marketing healthcare services for immigrant consumers – widely considered a vulnerable consumer group. Design/methodology/approach Data collected from...