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

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...

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Bibliographic Details
Main Authors: Jens Hogreve, Nancy V Wünderlich, Ilma Nur Chowdhury, Hannes Fleischer, Sahar Mousavi, Julia Rötzmeier-Keuper, Rui Sousa
Format: Article
Language:English
Subjects:
Channel design
Channel management
Customer journey mapping
Customer vulnerability
Marketing
Transformative service research
Online Access:Request full text
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Summary: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.