Journal of Services Marketing: Volume 35 Issue 6

Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge

Raechel Johns, Janet Davey

While there is burgeoning service literature identifying consumer vulnerabilities and questioning the assumption that all consumers have the resources to co-create, limited…

Balancing service inclusion for primary and secondary customers experiencing vulnerabilities

Henna M. Leino, Leila Hurmerinta, Birgitta Sandberg

Secondary customers often experience secondary vulnerabilities that manifest in family-centred transformative services as other- and self-related customer needs. Yet, a relational…

Vulnerability in in-vitro fertilisation transformative services: an interplay of individual and institutional factors

Nichola Robertson, Yelena Tsarenko, Michael Jay Polonsky, Lisa McQuilken

The purpose of this paper is to empirically examine the factors driving and mitigating the experienced vulnerabilities of women undergoing the transformative service of in-vitro…

Harmonious homegoings: alleviating consumer vulnerability through service fluidity and compassion

Courtney Nations Azzari, Natalie A. Mitchell, Charlene A. Dadzie

The purpose of this paper is to explore the role of service flexibility in addressing consumer vulnerability for chronically-traumatized consumers within the funerary context.

Mixed emotions and credence service use: insights from at-risk gamblers

Svetlana De Vos, Roberta Crouch, Pascale Quester, Jasmina Ilicic

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.

Customer captivity, negative word of mouth and well-being: a mixed-methods study

Olivier Furrer, Jie Yu Kerguignas, Mikèle Landry

When customers feel that they have no choice but to stay with their current provider to obtain a service that they need, they feel captive. This study aims to investigate customer…

How positive service experiences contribute to service captivity

Constantino Stavros, Kate Westberg, Roslyn Russell, Marcus Banks

Service captivity is described as the experience of constrained choice whereby a consumer has no power and feels unable to exit a service relationship. This study aims to explore…

Risk perception before travelling: solutions for consumers with vulnerabilities

Ana Muñoz-Mazón, Alicia Orea-Giner, Juan José Fernández Muñoz, Coral Santiago, Laura Fuentes-Moraleda

The purpose of this paper is to contribute to the understanding of the tourism service experience of consumers with vulnerabilities. Moreover, this research analyses the pre-core…

Defining and explicating value re-creation to solve marketplace problems for consumers with vulnerabilities

Nadia Zainuddin, Julia Robinson, Jennifer Algie, Melanie Randle

This paper aims to examine driving retirement and its impact on the well-being of older citizens. The concepts of value creation and destruction are used to understand older…

Consumers with vulnerabilities: in-store satisfaction of visually impaired and legally blind

Asiye Ayben Celik, Enis Yakut

The purpose of this paper, focusing on the visually impaired and legally blind consumer, is to explore the relationship between the perceived consumer vulnerability on customer…

Factors affecting the diffusion of mobile social network services in an aging society: value of informative, hedonic and ubiquitous services

Hyeyoon Bae, Sang Hyun Jo, Hyun Joo Jung, Euehun Lee

This paper aims to identify factors affecting the continued intention to use mobile social network services (m-SNS) among middle-aged and older adults in Korea, based on the focal…