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: Default Article
Published: 2019
Subjects:
Marketing
Channel management
Channel design
Customer vulnerability
Customer journey mapping
Transformative service research
Online Access:https://hdl.handle.net/2134/9401543.v1
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