Consumer vulnerability during COVID-19: the impact of fear and age on consumer behavior and business strategy

Resultado de pesquisarevisão de pares

Resumo

Purpose: This research investigates the effects of the coronavirus pandemic on Portuguese and Brazilian consumers’ vulnerability in contrasting age groups. It seeks to establish the relationship between fear of COVID-19 and the pandemic’s impact on customer’s vulnerability to help companies design strategies to cope with this new market context and be prepared to address these vulnerabilities in a future international health crisis. Design/Methodology/Approach: This study employs a quantitative research method to assess the different impacts of the COVID-19 pandemic on consumer vulnerability. Based on Portuguese and Brazilian residents’ surveys, an age/country-segmented cross-cultural multi-group analysis was performed to understand the differences in vulnerability. Findings: Outcomes proved how the pandemic aggravates distinctively the vulnerability dimensions of consumers living in Portugal and Brazil. Besides, results highlight significant differences in consumers’ vulnerability during the pandemic given their age group. A positive correlation between age and fear of COVID-19 was also verified. Value: Results were obtained based on consumers’ perceptions and scores rather than postulated behaviors. The findings highlight the need for health prevention measures to avoid neglecting existing vulnerable groups, whilst verifying how COVID-19 has managed to proliferate consumers’ vulnerability. Suggestions are drawn for both firms and governments based on obtained results and existing literature. Exemplar business strategies to avoid these vulnerabilities are put forward and discussed. The potential business advantages of firms shaping their activity according to their customers’ current vulnerabilities, during international pandemics, are also pointed.
Idioma originalEnglish
Título da publicação do anfitriãoInternational business in times of crisis
Subtítulo da publicação do anfitriãotribute volume to Geoffrey Jones
EditoresRob van Tulder, Alain Verbeke, Lucia Piscitello, Jonas Puck
EditoraEmerald
Capítulo16
Páginas313-340
Número de páginas28
Volume16
ISBN (eletrónico)9781802621631
ISBN (impresso)9781802621648
DOIs
Estado da publicaçãoPublicado - 14 mar 2022

Série de publicação

NomeProgress in International Business Research
ISSN (impresso)1745-8862

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