Exploring the impact of packaging interactions on quality of life among older consumers

ABSTRACT

This paper explores the concept of consumer vulnerability in the context of older consumers’ packaging interactions. Consumer vulnerability is viewed as a situational state of powerlessness where marketplace imbalances or harm may occur from consuming marketing messages and/or products. The paper draws upon evidence from a series of in-depth interviews and observations with a cross section of 11 consumers aged between 59 and 85 years concerning their experiences with fast-moving consumer goods packaging. The findings reveal that changes as a result of the multiple dimensions of ageing can increase older consumers’ risk of experiencing vulnerability during packaging interactions. The paper provides new insights to aid firms in empowering older consumers through packaging development, thus reducing vulnerability.     

Poetic inquiry,consumer vulnerability: realities of quadriplegia

ABSTRACT

Alternative forms of research interpretation have been utilised within the social sciences. Poetic inquiry, an area of growing interest influences readership affectively as well as intelligently. Incorporating interview data as a poetic submission, this article intends to reflexively capture emotional intensity, hopelessness, liminality, voicelessness and self-transformative realities attendant to those experiencing vulnerability. The unintelligible language that can appropriate the poetic form, supports the elucidation of hidden narratives of more vulnerable inscapes. Consumer vulnerability lends itself to the power of poetry for legitimacy of the moment, where sensory imagery and nonce words attend hiatuses common in scientific discourse. The poetic inquiry, Vulnerability in Parts, is elicited from wider research with homebound consumers conducted over a two-year period, which draws on one homebound consumer’s experience of quadriplegia.     

Choice Architectures in the Digital Economy: Towards a New Understanding of Digital Vulnerability

In the digital economy, consumer vulnerability is not simply a vantage point from which to assess some consumers’ lack of ability to activate their awareness of persuasion. Instead, digital vulnerability describes a universal state of defencelessness and susceptibility to (the exploitation of) power imbalances that are the result of the increasing automation of commerce, datafied consumer–seller relations, and the very architecture of digital marketplaces. Digital vulnerability, we argue, is architectural, relational, and data-driven. Based on our concept of digital vulnerability, we demonstrate how and why using digital technology to render consumers vulnerable is the epitome of an unfair digital commercial practice.

     

‘We (don’t) know how you feel’ – a comparative study of automated vs. manual analysis of social media conversations

Abstract

The ever-growing volume of brand-related conversations on social media platforms has captivated the attention of academics and practitioners, as the analysis of those conversations promises to offer unparalleled insight into consumers’ emotions. This article takes a step back from the hype, and investigates the vulnerabilities related to the analysis of social media data concerning consumers’ sentiment. A review of the literature indicates that the form, focus, source and context of the communication may negatively impact on the analyst’s ability to identify sentiment polarity and emotional state. Likewise, the selection of analytical tool, the creation of codes, and the classification of the data, adversely affect the researcher’s ability to accurately assess the sentiment expressed in a social media conversation. Our study of Twitter conversations about coffee shows low levels of agreement between manual and automated analysis, which is of grave concern given the popularity of the latter in consumer research.     

Consumer vulnerability and exclusion: A study of carers in the tourism marketplace

Abstract

Carers – a growing, multidimensional, context-specific, yet transient community (three in five of the population during a lifetime) – have been largely neglected in the marketing literature. Focusing upon the impediments to tourism participation this consumer group faces, the paper explores issues of carer engagement, consumer vulnerability, and societal exclusion from the perspective of two carer groups: senior carers and cancer carers. Conclusions reached demonstrate how challenging many carers find tourism-marketplace engagement and confirm carers can indeed be considered as vulnerable consumers. They introduce us to a range of circumstances that prompt exclusion and call upon policy makers to recognise the existence of multiple categories of vulnerability in accommodating the needs of this consumer. A future research agenda is outlined. This argues for the need to review the wider implications of the findings beyond the geographical constraints of this study, and to explore also their application to other vulnerable consumers.     

Comparing retailer purchase patterns and brand metrics for in-store and online grocery purchasing

ABSTRACT

Research on how vulnerable consumers navigate various marketplaces and service interactions, developing specific consumer skills in order to empower themselves during such exchanges, has received inadequate attention. This paper contributes to this area by empirically drawing on a multi-perspective go-along travel study, consisting of a combination of in-depth interviews and observations of consumer and service provider interactions in mobility services. It addresses both factors that are a source of vulnerability and forms thereof during service interactions, thus unearthing critical mechanisms that explain why vulnerability comes into being. Further, the finding of four distinct forms of active coping strategies, building on the dimensions of proactiveness/reactiveness and explicit/implicit articulation, and how these are related to different forms of vulnerability, provides an understanding of coping with vulnerability during consumer and service provider interactions.     

Fashionable subjects and complicity resistance: power,subjectification, and bounded resistance in the context of plus-size consumers

ABSTRACT

The relationship between consumer governability and consumer resistance has received increasing attention in consumer research, especially with regard to consumers’ physical bodies. However, a deeper understanding of how consumers juxtapose different forms and strategies of governability with respect to which discourses they embody or resist is necessary. Through an analysis of various sources of data, including interviews, fashion blogs, an online retailer’s website, and a fashion magazine, we explore the nuances between processes of subjectification and resistance in the fashion field by considering the multiple powers that act on overweight female consumers’ bodies. We demonstrate the complicated process by which these vulnerable consumers attempt to establish themselves as fashionable subjects as they move between adherence to expectations (biopower and subjectification) and resistance when faced with the impossibility of subjectification in a creative-agentic manner. Finally, we propose the idea of complicit resistance. This resistance only partially confronts the strategies of biopower in the process of subjectification because it is limited by a threshold imposed by biopower.     

Consumer spirituality

ABSTRACT

Consumers increasingly turn to the marketplace in search of spiritual well-being. In this introduction to the special issue, we unpack the concept of consumer spirituality. We define consumer spirituality as the interrelated practices and processes engaged in when consuming market offerings (products, services, places) that yield 'spiritual utility'. The market offerings are purposely designed to quench consumers’ thirst for meaningful encounters with one’s inner self or a higher external power. We identify three vehicles – materiality, embodiment, and technology – that consumers engage with to access consumer spirituality. By unpacking the concept of consumer spirituality along three themes - (1) shaping markets for consumer spirituality, (2) the means for accessing consumer spirituality, and (3) making sense of and researching consumer spirituality - we provide a future research agenda to advance scholarly explorations of consumer spirituality and to facilitate a systematic development of this nascent body of literature in marketing and consumer research.     

Dimensions of marketplace exclusion: representations,resistances and responses

ABSTRACT

This positioning paper explains and develops the concept of marketplace exclusion, which has received little attention to date in the field of marketing and consumer research. Essentially the concept refers to the mechanisms through which certain individuals and communities are barred from the resources and opportunities provided by the market. Participation in the market and the accompanying rights and responsibilities that allow individuals to act as legitimate consumers is essential for social cohesion and social relations. However, one consequence of consumer culture has been a shift away from values of community and citizenship towards those of materialism and competition. Marketplace exclusion encompasses big questions of poverty, sexism and racism to individual consequences such as isolation and alienation. The paper examines various causes and types of exclusion and discusses key research questions and methodological issues in studying this topic. Finally, it introduces the papers included in this special issue of CMC.     

Low literacy,policy and consumer vulnerability: Are we really doing enough?

A perennial issue in transformative consumer research and public policy is the plight of low‐literate vulnerable consumers. Low‐literate consumers have been observed misinterpreting labels, misusing products and purchasing the wrong item, which leads to devastating outcomes as they continue to make poor decisions out of ignorance. Based on a thorough review of past studies on consumer literacy and vulnerability, we explore how stigma and attribution operate as underlying mechanisms for influencing how low‐literate consumers behave in the marketplace. This paper problematises blanket statements that all low‐literate consumers are vulnerable and addresses the possibility that universal policy actions may inadvertently create further marginalization for those it is meant to protect. Our paper contributes by introducing a new typology of low‐literate consumer vulnerability to challenge conventional understandings of who the vulnerable consumers are in relation to their literacy level and actual marketplace behaviour. From a policy standpoint, the insights gained from our review speak to the need for differentiating low‐literate consumers in terms of their status of vulnerability, which inform public policy initiatives and effective consumer education for their empowerment and protection.     

The Relationship Between Consumer Ethnocentrism and Human Values

Abstract

The study explores the relationship between human values and consumer ethnocentrism. Schwartz's (1992) framework of human values is used as the basis of the study. Hypotheses linking values and consumer ethnocentrism are developed and tested in samples of consumers drawn from Turkey and the Czech Republic respectively. Findings indicated that the values relationship to consumer ethno-centrism varies across the two countries surveyed. The study also confirmed that “conservation” types of values are positively related to consumer ethnocentrism. However, some of the hypotheses put forward are not empirically supported but they provide new avenues for future re-search.     

Consumer anticipation: antecedents,processes and outcomes

ABSTRACT

Marketing managers use anticipation as a marketing tool, particularly for new or improved products, services or experiences. Academic interest in consumer anticipation has focused on its outcomes, especially effects on the forthcoming substantive consumption. However, inadequate attention has been given to consumer anticipation as a complex process per se. A systematic review of the literature arrives at a conceptual definition which sees consumer anticipation as a mental process by which consumers consider the physical, experiential, social, emotional or behavioural consumption outcomes that are expected to accrue to the self from a yet to be realised consumption decision or experience. Antecedents of consumer anticipation, its underlying mental processes and consequences are identified and discussed. Frameworks for operationalising consumer anticipation in practical contexts are discussed.     

Exploring spatial vulnerability: inequality and agency formulations in social space

Abstract

The authors derive from critical urban geography and consumer research on vulnerability to investigate the ways in which vulnerability within social space is shaped and negotiated. Multiple power dynamics and ideological tension around the production and consumption of social space are explored through diverse examples within the contexts of spaces of consumption, public space as shared good and digital space. The authors offer a conceptualisation of spatial vulnerability and a framework to understand, critique and transform socio-spatial disadvantages. The spatial perspective offered in this article illuminates the ways in which marketplace vulnerability can be institutionalised and become pervasive through and within spaces of everyday life. Yet, the creative and radical potential of social space in managing spatial disadvantages is also explored along with theoretical, managerial, public policy and practical implications.     

Purchase power: An examination of consumption as voting

Abstract

There has been a reported increase in political activity through the marketplace in the form of ‘consumer votes’. The use of marketplace votes by consumers to address their concerns about societal issues is a phenomenon that has growing relevance for firms, since they are often affected by such consumer citizenship. Therefore, this paper aims to enhance our conceptual understanding of the consumer voting phenomenon. It explores marketplace power relations and the constraints and enabling mechanisms they may pose to consumers seeking change through consumer voting. Consumer voting practices, consumer sovereignty discourses, and power tensions in marketplace encounters are examined in relation to Foucault's notions of power, technologies of the self, and governmentality. Foucault provides a critical lens to illuminate the potential for consumer resistance, an approach that so far has been somewhat neglected by the extant marketing and consumer research literature.     

Managing Opportunism in China: The Roles of Guanxi,Environmental Uncertainty,and Management Culture

ABSTRACT

This cross-cultural comparison aims to understand whether the influence of consumer ethnocentrism (CE) on consumer preference for domestic versus foreign products is product category and country-of-origin dependent. Three countries with dissimilar cultural orientation and economic status—China, South Korea, and the United States—were examined. American consumers were found to be more ethnocentric than Chinese and South Korean consumers. CE was found to significantly and positively predict American and Korean consumers’ preference for domestic products across product categories, while Chinese consumers’ CE did not translate into their preference for Chinese products. In addition, the relationship between CE and purchase preference varied across product categories as well as countries of origin.     

Consumer vulnerability and complaint handling: Challenges,opportunities and dispute system design

Effectively designed complaint handling systems play a key role in enabling vulnerable consumers to complain and obtain redress. This article examines current research into consumer vulnerability, highlighting its multidimensional and expansive nature. Contemporary understandings of consumer vulnerability recognize that the interaction between a wide range of market and consumer characteristics can combine to place any individual at risk of vulnerability. While this broad definition of consumer vulnerability reflects the complex reality of consumers’ experiences, it poses a key challenge for designers of complaint handling systems: how can they identify and respond to an issue which can potentially affect everyone? Drawing on current research and practice in the United Kingdom and Australia, the article analyses the impact of consumer vulnerability on third party dispute resolution schemes and considers the role these complaint handling organizations can play in supporting their complainants. Third party complaint handling organizations, including a range of Alternative Dispute Resolution services such as ombudsman organizations, can play a key role in increasing access to justice for vulnerable consumer groups and provide specific assistance for individual complainants during the process. It is an opportune time to review whether the needs of consumers at risk of vulnerability are being met within complaint processes and the extent to which third party complaint handlers support those who are most vulnerable to seek redress. Empowering vulnerable consumers to complain presents specific challenges. The article discusses the application of a new model of consumer dispute system design to show how complaint handling organizations can meet the needs of the most vulnerable consumers throughout the process.     

Corporate citizenship and its impact upon consumer moralisation,decision-making and choice

Abstract

Businesses are increasingly embracing corporate citizenship strategies. However, the empirical literature surrounding consumer responses to such practices features many contradictions concerning their impact. As a result, many businesses are uncertain about the extent to which they should commit resources to these activities to influence a positive response from consumers. Therefore, this paper seeks to address this gap by exploring consumers’ awareness of varying levels of corporate citizenship activities and assessing their moral responses to such efforts. Using a combination of qualitative methods and projective techniques with a broad cross-section of 20 consumers, the results help to shed light on the impact of corporate citizenship activities upon moral recognition, consumer decision-making and choice.     

Ethical Decision-Making by Consumers: The Roles of Product Harm and Consumer Vulnerability

The primary purpose of this study was to examine the effects of perceptions of product harm and consumer vulnerability on ethical evaluations of target marketing strategies. We first established whether subjects are able to accurately judge the harmfulness of a product through labeling alone, and whether they could differentiate consumers who were more or less vulnerable. The results suggest that without the presence of a prime, subjects who depended on implicit memory or guess were able to detect differences in “sin” and “non-sin” products and consumer vulnerability, but were far less likely to be able to distinguish among high and low levels of product harm and consumer vulnerability. The inability to accurately identify high and low levels of product harm and consumer vulnerability impacted their perceptions of the ethicality of target marketing strategies, such that only four out of 18 target marketing strategies were judged as unethical. Thus, our findings contradict previous research that found subjects judged many more of the integrated strategies as unethical [Smith and Cooper-Martin, J Market 61(1997) 1]. Our results suggest that assessing ethical evaluations of strategies varying in product harm, and consumer vulnerability may only be relevant if consumers can accurately identify product harm.     

Neither passive nor powerless: reframing economic vulnerability via resilient pathways

ABSTRACT

Resilience, as an emerging construct within the contemporary field of consumer vulnerability, has received limited empirical attention within the context of economic adversity. This paper examines how low-income women strive to reframe their relationship to the market via resilient pathways. It establishes how through active agency, self-care practices and relational coping, women maximise care of self and care of others with limited economic means. Comprised of multidimensional coping resources for positive adaptation, resilient pathways offer vulnerable consumers distinct trajectories to well-being and overturn deficit-focused views about how those facing chronic economic disadvantage, (re)assert themselves in vulnerable consumption contexts.     

Vulnerable consumers in the ‘fourth age’: theoretical reflections upon the case of Sandra Bem

ABSTRACT

This commentary reflects upon consumer vulnerability in the ‘fourth age’ through a consideration of the case of Sandra Bem. In doing so, we focus on how Alzheimer’s disease affected Bem’s ability to make decisions and navigate the market to commit suicide. Subsequently, this article reflects upon terror management theory, ‘fourth age’ consumption and self-consciousness to suggest that future studies of degenerative illness are likely to breathe further life into the study of vulnerable consumers.