Consumer valorization strategies in traumatic extraordinary experiences

Torres, Lez Trujillo; DeBerry‐Spence, Benét

doi:10.1007/s11747-019-00645-x

Cited by 15 publications

(1 citation statement)

References 58 publications

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“…As a construct, customer journeys are ever more central to the marketing field, since a decade of research has demonstrated that properly managing them is beneficial to both the organization and customers (e.g., Court et al, 2009 ; Hamilton & Price, 2019 ; Homburg et al, 2017 ; Kuehnl et al, 2019 ; Lemon & Verhoef, 2016 ; Trujillo Torres & DeBerry-Spence, 2019 ; Siebert et al, 2020 ). Successful customer journeys are associated with improved bottom lines and key outcomes, such as customer satisfaction, customer loyalty, word of mouth, profitability, and customer lifetime value (Court et al, 2009 ; Homburg et al, 2017 ; Lemon & Verhoef, 2016 ).…”

Section: Theoretical Backgroundmentioning

confidence: 99%

Access-based customer journeys

Trujillo-Torres

Anlamlier

Mimoun

et al. 2023

J. of the Acad. Mark. Sci.

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Despite the popularity of access-based platforms, the understanding of customer journeys remains anchored in traditional market contexts that overlook prosumers’ extended value-chain roles, interconnected experiences, and instrumental sociality in access-based consumption. Using a qualitative study on the access-based platform Rent the Runway, the authors discuss the nature of customer journeys in access-based platforms and showcase how customers perform these journeys. The study reveals two key elements: (1) systemic dynamics, which encompass just-in-time circularity and tightly coupled customer interdependencies, and (2) job crafting, which involves customer work practices that allow pain point avoidance, circulation flow adjustments, and journey stickiness increases. Job crafting can create unpredictable disruptions in other customer journeys and affect systemic flows. This investigation expands research on customer experience management and journey design by developing an access-based platform journey model differentiated from ownership- and service-based platform models, showcasing its systemic instability dynamics, and elaborating how to manage these customer journeys. Supplementary Information The online version contains supplementary material available at 10.1007/s11747-023-00942-6.

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Section: Theoretical Backgroundmentioning

confidence: 99%

Access-based customer journeys

Trujillo-Torres

Anlamlier

Mimoun

et al. 2023

J. of the Acad. Mark. Sci.

Self Cite

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The Journal of the Academy of Marketing Science at 50: A historical analysis

Borah

Bonetti

Calma

et al. 2022

J. of the Acad. Mark. Sci.

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When the road is rocky: Investigating the role of vulnerability in consumer journeys

Sudbury-Riley,

Hunter-Jones,

Al-Abdin

et al. 2024

J. of the Acad. Mark. Sci.

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Journey research has primarily analyzed agentic, solo travelers making rational single-purchase decisions. In contrast, we examine a journey where consumers and their traveling companions are vulnerable and must navigate an unfamiliar service system. We explore how vulnerability shapes consumer journeys, how service and system factors impact vulnerability, and how traveling companions influence agency and vulnerability. Using data from an extensive study into end-of-life care, our results reveal novel insights into the role of consumer vulnerability throughout a journey. We show how the ebb and flow of consumer vulnerability shapes the journey, and how the journey shapes vulnerability. Traveling companions, themselves vulnerable, play a major role in influencing vulnerability and the journey itself. We offer managerial implications for organizations whose consumers are in vulnerable situations.

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Consumer valorization strategies in traumatic extraordinary experiences

Cited by 15 publications

References 58 publications

Access-based customer journeys

Access-based customer journeys

The Journal of the Academy of Marketing Science at 50: A historical analysis

When the road is rocky: Investigating the role of vulnerability in consumer journeys

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