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The effect of customer empowerment on adherence to expert advice
2014
International Journal of Research in Marketing
Customers often receive expert advice related to their health, finances, taxes or legal procedures, to name just a few. A noble stance taken by some is that experts should empower customers to make their own decisions. In this article, we distinguish informational from decisional empowerment and study whether empowerment leads customers to adhere more or less to expert advice. We empirically test our model using a unique dataset involving 11,735 respondents in 17 countries on four continents.
doi:10.1016/j.ijresmar.2014.03.004
fatcat:gfb62ieva5fcfbmze6b237e55a