Purpose The purpose of this paper is to provide a state-of-the-art review of research on
consumers experiencing vulnerability to describe the current situation of the consumers …

Organized service recovery policies and programs are important tools to firms in their efforts
to maintain satisfied, loyal customers. Although service failure and recovery issues have …

This article reports the development of a theoretical model of consumer complaint behavior
by using cognitive ap praisal theory as its foundation. Because of its importance to …

Target marketing might be the epitome of the marketing concept. However, in certain
instances it has been criticized as unethical. The authors identify explanations for the ethical …

We have designed this book to support courses in consumer behaviour at Master's level. It is
also suited to more advanced teaching at first-degree level. Our intended audience is those …

Research on consumer satisfaction, dissatisfaction, and complaining behavior, as a
consumer‐protection social issue, began in response to government public policy needs …

Purpose The current research aims to introduce the concept of frontline employee (FLE)
vulnerability and examine its antecedents and consequences using a framework grounded …

The predominant conceptualization of consumer complaint behavior argues that voice,
private, and third party responses are related but independent complaint actions taken by …

Purpose The purpose of this study is to identify the role of mediators in supporting value co-
creation for vulnerable consumers in a service context. The authors propose that in …

Although the financial crisis has elevated the interest for factors such as consumer financial
healthiness, broad-scope trust, financial knowledge, and consumer relationship satisfaction …