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The embodiment of consumer knowledge
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Llewellyn, Nick (2021) The embodiment of consumer knowledge. Journal of Consumer Research, 48 (2). pp. 212-234. doi:10.1093/jcr/ucab003 ISSN 0093-5301.
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Official URL: http://dx.doi.org/10.1093/jcr/ucab003
Abstract
An investigation into the embodiment of consumer knowledge is presented, drawing on ethnomethodology and the allied field of conversation analysis. Analysing video recordings of 189 service encounters at the ticket desk of an art gallery, the study explores the embodiment of consumer knowledge, how consumer knowledge is witnessable from quotidian details of customers’ embodied conduct, how they talk, move their bodies, gesture, handle objects, and cast their gaze. Consumer knowledge is shown to be socially organized, with social considerations informing what customer should know, and how customers’ faulty assertions and claims should be treated. In the way firms approach consumer knowledge, the paper describes how they might create or undermine interactive value. The article breaks new ground by demonstrating that consumer knowledge is relevant for understanding the actions of consumers, not only as a result of cognitive processes, but also because it is embodied.
| Item Type: | Journal Article | ||||||||
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| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HF Commerce |
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| Divisions: | Faculty of Social Sciences > Warwick Business School | ||||||||
| Library of Congress Subject Headings (LCSH): | Consumer behavior , Consumers -- Attitudes, Consumers -- Attitudes -- Psychological aspects, Consumers' preferences , Consumers , Consumption (Economics) | ||||||||
| Journal or Publication Title: | Journal of Consumer Research | ||||||||
| Publisher: | Oxford University Press | ||||||||
| ISSN: | 0093-5301 | ||||||||
| Official Date: | August 2021 | ||||||||
| Dates: |
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| Volume: | 48 | ||||||||
| Number: | 2 | ||||||||
| Page Range: | pp. 212-234 | ||||||||
| DOI: | 10.1093/jcr/ucab003 | ||||||||
| Status: | Peer Reviewed | ||||||||
| Publication Status: | Published | ||||||||
| Reuse Statement (publisher, data, author rights): | This is a pre-copyedited, author-produced version of an article accepted for publication in Journal of Consumer Research following peer review. The version of record [insert complete citation information here] is available online at: https://doi.org/10.1093/jcr/ucab003 | ||||||||
| Access rights to Published version: | Restricted or Subscription Access | ||||||||
| Date of first compliant deposit: | 3 February 2021 | ||||||||
| Date of first compliant Open Access: | 23 January 2022 |
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