Unpacking the interplay between organisational factors and the economic environment in the creation of consumer vulnerability

Canhoto, Ana Isabel and Dibb, Sally (2016). Unpacking the interplay between organisational factors and the economic environment in the creation of consumer vulnerability. Journal of Marketing Management, 32(3-4) pp. 335–356.

DOI: https://doi.org/10.1080/0267257X.2015.1123759

Abstract

Access to credit is a key enabler of modern life. Yet many consumers face factors beyond their control which sometimes render them unable to borrow from mainstream lenders. This paper documents how firm-related factors determine lending thresholds and shape who is, or is not, a creditworthy customer. The impact of the 2008 economic recession on lending decisions is explored, an aspect that has been insufficiently discussed even though recessions are cyclical events. Drawing on semiotics and using multiple case studies, the study captures not only the groups that were excluded but also the reasons for exclusion. Empirical support is offered for the notion of vulnerability as a fluid state and the role of the timing of decisions as a source of vulnerability is described.

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About

  • Item ORO ID
  • 45220
  • Item Type
  • Journal Item
  • ISSN
  • 0267-257X
  • Keywords
  • Consumer vulnerability; customer screening; financial services; segmentation; economic recession; credit crunch
  • Academic Unit or School
  • Faculty of Business and Law (FBL)
  • Copyright Holders
  • © 2015 Westburn Publishers Ltd
  • Depositing User
  • Sally Dibb
CORE (COnnecting REpositories)

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