Purpose: The purpose of this paper is to show that the categorization of elderly patients as vulnerable is affected by health-care service interactions with caregivers, which may increase, reduce or even negate entirely elderly patients’ vulnerable status. Design/methodology/approach: The...

Purpose: The purpose of this paper is to explore how temporarily vulnerable customers and their bank advisors cope with incidents that occur over the course of their service relationships. Design/methodology/approach: A qualitative design based on ten case studies, involving interviews with...