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

Ana Isabel Canhoto, Sally Dibb

Research output: Contribution to journalArticle

8 Citations (Scopus)

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.

Original languageEnglish
Pages (from-to)335-356
Number of pages22
JournalJournal of Marketing Management
Volume32
Issue number3-4
Early online date22 Dec 2015
DOIs
Publication statusPublished - 12 Feb 2016
Externally publishedYes

Keywords

  • Consumer vulnerability
  • credit crunch
  • customer screening
  • economic recession
  • financial services
  • segmentation

ASJC Scopus subject areas

  • Strategy and Management
  • Marketing

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