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 language | English |
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Pages (from-to) | 335-356 |
Number of pages | 22 |
Journal | Journal of Marketing Management |
Volume | 32 |
Issue number | 3-4 |
Early online date | 22 Dec 2015 |
DOIs | |
Publication status | Published - 12 Feb 2016 |
Externally published | Yes |
Keywords
- Consumer vulnerability
- credit crunch
- customer screening
- economic recession
- financial services
- segmentation
ASJC Scopus subject areas
- Strategy and Management
- Marketing
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Sally Dibb
- Research Centre for Business in Society - Professor in Marketing and Society
Person: Teaching and Research