Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeysCitation formats

  • External authors:
  • Jens Hogreve
  • Nancy V. Wünderlich
  • Hannes Fleischer
  • Sahar Mousavi
  • Julia Rötzmeier-keuper
  • Rui Sousa

Standard

Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys. / Hogreve, Jens; Wünderlich, Nancy V.; Chowdhury, Ilma Nur; Fleischer, Hannes; Mousavi, Sahar; Rötzmeier-keuper, Julia; Sousa, Rui.

In: Journal of Business Research, 2019.

Research output: Contribution to journalArticlepeer-review

Harvard

Hogreve, J, Wünderlich, NV, Chowdhury, IN, Fleischer, H, Mousavi, S, Rötzmeier-keuper, J & Sousa, R 2019, 'Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys', Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.07.027

APA

Hogreve, J., Wünderlich, N. V., Chowdhury, I. N., Fleischer, H., Mousavi, S., Rötzmeier-keuper, J., & Sousa, R. (2019). Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.07.027

Vancouver

Hogreve J, Wünderlich NV, Chowdhury IN, Fleischer H, Mousavi S, Rötzmeier-keuper J et al. Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys. Journal of Business Research. 2019. https://doi.org/10.1016/j.jbusres.2019.07.027

Author

Hogreve, Jens ; Wünderlich, Nancy V. ; Chowdhury, Ilma Nur ; Fleischer, Hannes ; Mousavi, Sahar ; Rötzmeier-keuper, Julia ; Sousa, Rui. / Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys. In: Journal of Business Research. 2019.

Bibtex

@article{9231ee6bfabe4642ae9c01d9f2083394,
title = "Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys",
abstract = "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 is little research on how channel design, as part of service design strategies, can be employed to alleviate or prevent states and perceptions of vulnerability. This study extends the current literature on customer vulnerability by developing a framework that delineates determinants and consequences of vulnerability that manifest in problems of accessing or processing resources. We outline three relevant channel design strategies that service providers might employ to alleviate vulnerability: (1) flexibility through multiple multichannel paths, (2) guidance through constrained channel paths and (3) proactive initiation of interactions. Additionally, we propose a future research agenda and offer recommendations for managerial practice regarding how to identify customer vulnerability and employ countermeasures.",
keywords = "Channel management, Channel design, Customer vulnerability, Customer journey mapping, Transformative service research",
author = "Jens Hogreve and W{\"u}nderlich, {Nancy V.} and Chowdhury, {Ilma Nur} and Hannes Fleischer and Sahar Mousavi and Julia R{\"o}tzmeier-keuper and Rui Sousa",
year = "2019",
doi = "10.1016/j.jbusres.2019.07.027",
language = "English",
journal = "Journal of Business Research",
issn = "0148-2963",
publisher = "Elsevier BV",

}

RIS

TY - JOUR

T1 - Overcoming vulnerability: Channel design strategies to alleviate vulnerability perceptions in customer journeys

AU - Hogreve, Jens

AU - Wünderlich, Nancy V.

AU - Chowdhury, Ilma Nur

AU - Fleischer, Hannes

AU - Mousavi, Sahar

AU - Rötzmeier-keuper, Julia

AU - Sousa, Rui

PY - 2019

Y1 - 2019

N2 - 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 is little research on how channel design, as part of service design strategies, can be employed to alleviate or prevent states and perceptions of vulnerability. This study extends the current literature on customer vulnerability by developing a framework that delineates determinants and consequences of vulnerability that manifest in problems of accessing or processing resources. We outline three relevant channel design strategies that service providers might employ to alleviate vulnerability: (1) flexibility through multiple multichannel paths, (2) guidance through constrained channel paths and (3) proactive initiation of interactions. Additionally, we propose a future research agenda and offer recommendations for managerial practice regarding how to identify customer vulnerability and employ countermeasures.

AB - 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 is little research on how channel design, as part of service design strategies, can be employed to alleviate or prevent states and perceptions of vulnerability. This study extends the current literature on customer vulnerability by developing a framework that delineates determinants and consequences of vulnerability that manifest in problems of accessing or processing resources. We outline three relevant channel design strategies that service providers might employ to alleviate vulnerability: (1) flexibility through multiple multichannel paths, (2) guidance through constrained channel paths and (3) proactive initiation of interactions. Additionally, we propose a future research agenda and offer recommendations for managerial practice regarding how to identify customer vulnerability and employ countermeasures.

KW - Channel management

KW - Channel design

KW - Customer vulnerability

KW - Customer journey mapping

KW - Transformative service research

U2 - 10.1016/j.jbusres.2019.07.027

DO - 10.1016/j.jbusres.2019.07.027

M3 - Article

JO - Journal of Business Research

JF - Journal of Business Research

SN - 0148-2963

ER -