The Effects of Consumer Vulnerability on Service Evaluations and Wellbeing Outcomes
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.
Citation:
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, Pages: .
Authors
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
Volume
NA - Advances in Consumer Research Volume 41 | 2013
Share Proceeding
Featured papers
See MoreFeatured
E5. Volunteer Motivations for Direct versus Indirect Service
Abigail Schneider, Regis University
Eric Hamerman, Iona College
Featured
D11. A Hidden Cost of Advocating: Attitude Depolarization After Recommending
Ravini Savindya Abeywickrama, University of Melbourne, Australia
Gergely Nyilasy, University of Melbourne, Australia
Simon M. Laham, University of Melbourne, Australia
Featured
M13. Keep Consistency in Good Old Days: The Effect of Nostalgia on Consumers' Consistency Seeking Behavior
Yafeng Fan, Tsinghua University
Jing Jiang, Renmin University of China