The Effects of Consumer Vulnerability on Service Evaluations and Wellbeing Outcomes

Laurel Anderson, Arizona State University, USA
Daniele Mathras, Arizona State University, USA
Richard J. Caselli, Mayo Clinic, USA
Denise M. Kennedy, Mayo Clinic, USA
Amy L. Ostrom, Arizona State University, USA
We develop the individual-level construct of consumer vulnerability (potential harm, perceived level of risk, perceived level of control) and explore its influence on post-service failure evaluations, outcomes, and behaviors. For this transformative consumer research, we analyze patient satisfaction data to investigate the effects of consumer vulnerability on consumer wellbeing.
[ to cite ]:
Laurel Anderson, Daniele Mathras, Richard J. Caselli, Denise M. Kennedy, and Amy L. Ostrom (2013) ,"The Effects of Consumer Vulnerability on Service Evaluations and Wellbeing Outcomes", in NA - Advances in Consumer Research Volume 41, eds. Simona Botti and Aparna Labroo, Duluth, MN : Association for Consumer Research.