Editorial: Stop saying “vulnerable consumers/customers”!

IF 3.8 4区 管理学 Q2 BUSINESS Journal of Services Marketing Pub Date : 2024-06-11 DOI:10.1108/jsm-04-2024-0190
Rebekah Russell–Bennett, R. Bedggood, Maria M. Raciti
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Abstract

Purpose The purpose of this editorial is to call out the practice of using identity-first language and labelling consumers and customers, describing them as “vulnerable” and offers practical strategies for person-first language of consumers/customers experiencing vulnerability. Design/methodology/approach The authors use Australian Indigenous and Indigenous women’s standpoint theory to reflect on their own use of terminology in the field of consumer/customer vulnerability and use their personal experiences to offer a series of practical strategies. Findings The authors propose six motivations for the use of person-first language in the field of consumer/customer vulnerability: easy to use, an English language convention, common practice, easy to measure, unintentional ignorance and an “us vs them” mindset. Originality/value To the best of the authors’ knowledge, this paper is the first to call out the practice of using identity-first language in the consumer/customer vulnerability field and offer practical strategies to enable person-first language.
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社论:不要再说 "弱势消费者/客户 "了!
本社论的目的是揭露使用身份优先语言、给消费者和客户贴标签、将他们描述为 "弱势 "的做法,并为经历弱势的消费者/客户提供以人为本的实用策略。设计/方法/途径作者使用澳大利亚土著和土著妇女的立场理论来反思自己在消费者/客户弱势领域使用术语的情况,并利用自己的个人经验提供了一系列实用策略。研究结果作者提出了在消费者/客户脆弱性领域使用人称优先语言的六个动机:易于使用、英语语言惯例、常见做法、易于衡量、无意中的无知以及 "我们与他们 "的心态。 原创性/价值据作者所知,本文是第一篇呼吁在消费者/客户脆弱性领域使用身份优先语言的文章,并提供了启用人称优先语言的实用策略。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
CiteScore
7.80
自引率
20.50%
发文量
63
期刊介绍: ■Customer policy and service ■Marketing of services ■Marketing planning ■Service marketing abroad ■Service quality Capturing and retaining customers in a service industry is a vastly different activity to its product-based counterpart. The fickle nature of today"s consumer is a vital factor in understanding the factors which determine successful holding of market share - and the intense competition within the sector means practitioners must keep pace with new developments if they are to outwit competitors and develop customer loyalty.
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