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...

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 address an under‐researched issue in marketing, atypical consumption behaviours. More particularly it focuses on the deviant behaviours of consumers in a commercial or consumption situation and on their reactions in regard to the market system....

This research shows that to reach their prime goal of building an efficient assortment, retailers need, beside increasing the outlet’s cost‐efficiency, to evaluate shoppers’ assortment perceptions so that what the store actually offers can be tailored to meet customers’ needs and...

Purpose – This article aims to explore the effects of the massive arrival of foreign distribution concepts in emerging countries on the evolution of the local buyers' shopping practices. The confrontation of the latter, long accustomed to the traditional network, with the new retail outlets...

Purpose – This study seeks to explore the issue of individual opposition to the organized retailing system in an emerging country. It aims to identify the motivations for rejecting such retail outlets as well as how the resistance that is generated expresses itself and to point out the amazing...