IDEAS home Printed from https://ideas.repec.org/a/kap/jcopol/v46y2023i2d10.1007_s10603-023-09535-w.html
   My bibliography  Save this article

Consumer Experience of Mistreatment and Fraud in Financial Services: Implications from an Integrative Consumer Vulnerability Framework

Author

Listed:
  • H. Lim

    (Kansas State University)

  • J. C. Letkiewicz

    (York University)

Abstract

This study utilizes the National Financial Well-Being Survey (NFWS) from the Consumer Financial Protection Bureau (CFPB) to investigate the profiles of American consumers who experience mistreatment or a type of fraud in financial services (compromised accounts). An integrative consumer vulnerability framework was used as the theoretical framework to examine how disadvantaged consumer characteristics and vulnerable consumer characteristics are associated with mistreatment and compromised accounts. Consumers in vulnerable states, due to low financial capability, cognitive decline, material hardships, financial shocks, and more exposure to various financial services, were more likely to report experiencing mistreatment and having their financial accounts compromised. Consumers from higher socio-economic status were more likely to have been victims of mistreatment and compromised accounts in financial services. These findings offer implications for consumer financial education and protection.

Suggested Citation

  • H. Lim & J. C. Letkiewicz, 2023. "Consumer Experience of Mistreatment and Fraud in Financial Services: Implications from an Integrative Consumer Vulnerability Framework," Journal of Consumer Policy, Springer, vol. 46(2), pages 109-135, June.
    • Handle: RePEc:kap:jcopol:v:46:y:2023:i:2:d:10.1007_s10603-023-09535-w
    DOI: 10.1007/s10603-023-09535-w
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10603-023-09535-w
    File Function: Abstract
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1007/s10603-023-09535-w?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Brian T. Melzer, 2011. "The Real Costs of Credit Access: Evidence from the Payday Lending Market," The Quarterly Journal of Economics, President and Fellows of Harvard College, vol. 126(1), pages 517-555.
    2. Bhutta, Neil, 2014. "Payday loans and consumer financial health," Journal of Banking & Finance, Elsevier, vol. 47(C), pages 230-242.
    3. Stacie Bosley & Maggie Knorr, 2018. "Pyramids, Ponzis and fraud prevention: lessons from a case study," Journal of Financial Crime, Emerald Group Publishing Limited, vol. 25(1), pages 81-94, January.
    4. Gronhaug, Kjell & Gilly, Mary C., 1991. "A transaction cost approach to consumer dissatisfaction and complaint actions," Journal of Economic Psychology, Elsevier, vol. 12(1), pages 165-183, March.
    5. Annamaria Lusardi & Olivia S Mitchelli, 2007. "Financial Literacy and Retirement Preparedness: Evidence and Implications for Financial Education," Business Economics, Palgrave Macmillan;National Association for Business Economics, vol. 42(1), pages 35-44, January.
    6. D. Raval, 2021. "Who is Victimized by Fraud? Evidence from Consumer Protection Cases," Journal of Consumer Policy, Springer, vol. 44(1), pages 43-72, March.
    7. Annamaria Lusardi & Olivia Mitchell, 2006. "Financial Literacy and Retirement Preparedness: Evidence and Implications for Financial Education Programs," Working Papers wp144, University of Michigan, Michigan Retirement Research Center.
    8. Shelly L. Jackson, 2015. "The vexing problem of defining financial exploitation," Journal of Financial Crime, Emerald Group Publishing Limited, vol. 22(1), pages 63-78, January.
    9. O'Connor, Genevieve E. & Newmeyer, Casey E. & Wong, Nancy Yee Ching & Bayuk, Julia B. & Cook, Laurel A. & Komarova, Yuliya & Loibl, Cazilla & Lin Ong, L. & Warmath, Dee, 2019. "Conceptualizing the multiple dimensions of consumer financial vulnerability," Journal of Business Research, Elsevier, vol. 100(C), pages 421-430.
    10. Cliff A. Robb & Patryk Babiarz & Ann Woodyard & Martin C. Seay, 2015. "Bounded Rationality and Use of Alternative Financial Services," Journal of Consumer Affairs, Wiley Blackwell, vol. 49(2), pages 407-435, July.
    11. Devesh Raval, 2020. "Which Communities Complain To Policymakers? Evidence From Consumer Sentinel," Economic Inquiry, Western Economic Association International, vol. 58(4), pages 1628-1642, October.
    12. Marguerite Deliema & Doug Shadel & Karla Pak & Olivier Toubia & Gita V Johar & J Jeffrey Inman, 2020. "Profiling Victims of Investment Fraud: Mindsets and Risky Behaviors [Boys Will Be Boys: Gender, Overconfidence, and Common Stock Investment]," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 46(5), pages 904-914.
    13. Terri Friedline & Nancy Kepple, 2017. "Does Community Access to Alternative Financial Services Relate to Individuals’ Use of These Services? Beyond Individual Explanations," Journal of Consumer Policy, Springer, vol. 40(1), pages 51-79, March.
    14. Richard Williams, 2006. "Generalized ordered logit/partial proportional odds models for ordinal dependent variables," Stata Journal, StataCorp LP, vol. 6(1), pages 58-82, March.
    15. Devesh Raval, 2020. "Whose Voice Do We Hear in the Marketplace? Evidence from Consumer Complaining Behavior," Marketing Science, INFORMS, vol. 39(1), pages 168-187, January.
    16. Judith Clifton & Daniel Díaz-Fuentes & Marcos Fernández-Gutiérrez, 2014. "The impact of socio-economic background on satisfaction: evidence for policy-makers," Journal of Regulatory Economics, Springer, vol. 46(2), pages 183-206, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zibei Chen & Terri Friedline & Catherine M. Lemieux, 2022. "A National Examination on Payday Loan Use and Financial Well-being: a propensity score matching Approach," Journal of Family and Economic Issues, Springer, vol. 43(4), pages 678-689, December.
    2. Julia Bayuk & Hyunjung Crystal Lee & Jooyoung Park & Serkan Saka & Debabrata Talukdar & Jayati Sinha, 2022. "Mindfully aware and open: Mitigating subjective and objective financial vulnerability via mindfulness practices," Journal of Consumer Affairs, Wiley Blackwell, vol. 56(3), pages 1284-1311, September.
    3. Katharina Allinger & Elisabeth Beckmann, 2021. "Prevalence and determinants of nonbank borrowing in CESEE: evidence from the OeNB Euro Survey," Focus on European Economic Integration, Oesterreichische Nationalbank (Austrian Central Bank), issue Q1/21, pages 7-35.
    4. Terri Friedline & Nancy Kepple, 2017. "Does Community Access to Alternative Financial Services Relate to Individuals’ Use of These Services? Beyond Individual Explanations," Journal of Consumer Policy, Springer, vol. 40(1), pages 51-79, March.
    5. Fu, Jonathan, 2020. "Ability or opportunity to act: What shapes financial well-being?," World Development, Elsevier, vol. 128(C).
    6. Travis P. Mountain & Namhoon Kim & Joyce Serido & Soyeon Shim, 2021. "Does Type of Financial Learning Matter for Young Adults’ Objective Financial Knowledge and Financial Behaviors? A Longitudinal and Mediation Analysis," Journal of Family and Economic Issues, Springer, vol. 42(1), pages 113-132, March.
    7. Susnaningsih Muat & Nurul Shahnaz Mahdzan & Mohd Edil Abd Sukor, 2024. "What shapes the financial capabilities of young adults in the US and Asia-Pacific region? A systematic literature review," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-15, December.
    8. Yoshihiko Kadoya & Mostafa Saidur Rahim Khan, 2018. "Can financial literacy reduce anxiety about life in old age?," Journal of Risk Research, Taylor & Francis Journals, vol. 21(12), pages 1533-1550, December.
    9. Annamaria Lusardi & Olivia S. Mitchell, 2008. "Planning and Financial Literacy: How Do Women Fare?," American Economic Review, American Economic Association, vol. 98(2), pages 413-417, May.
    10. Goda, Gopi Shah & Manchester, Colleen Flaherty & Sojourner, Aaron J., 2014. "What will my account really be worth? Experimental evidence on how retirement income projections affect saving," Journal of Public Economics, Elsevier, vol. 119(C), pages 80-92.
    11. Beshears, John & Choi, James J. & Laibson, David & Madrian, Brigitte C., 2011. "Behavioral economics perspectives on public sector pension plans," Journal of Pension Economics and Finance, Cambridge University Press, vol. 10(2), pages 315-336, April.
    12. Noviarini, Jelita & Coleman, Andrew & Roberts, Helen & Whiting, Rosalind H., 2023. "Financial literacy and retirees' resource allocation decisions in New Zealand," Pacific-Basin Finance Journal, Elsevier, vol. 79(C).
    13. Florian Deuflhard & Dimitris Georgarakos & Roman Inderst, 2019. "Financial Literacy and Savings Account Returns," Journal of the European Economic Association, European Economic Association, vol. 17(1), pages 131-164.
    14. Dan Goldhaber & Cyrus Grout, 2016. "Pension Choices and the Savings Patterns of Public School Teachers," Education Finance and Policy, MIT Press, vol. 11(4), pages 449-481, Fall.
    15. Lusardi, Annamaria & Mitchell, Olivia S., 2011. "Financial literacy and retirement planning in the United States," Journal of Pension Economics and Finance, Cambridge University Press, vol. 10(4), pages 509-525, October.
    16. Alfonso Arellano & Noelia Camara & David Tuesta, 2014. "El efecto de la autoconfianza en el conocimiento financiero," Working Papers 1427, BBVA Bank, Economic Research Department.
    17. Hero Ashman & Seth Neumuller, 2020. "Can Income Differences Explain the Racial Wealth Gap: A Quantitative Analysis," Review of Economic Dynamics, Elsevier for the Society for Economic Dynamics, vol. 35, pages 220-239, January.
    18. Meier, Stephan & Sprenger, Charles D., 2013. "Discounting financial literacy: Time preferences and participation in financial education programs," Journal of Economic Behavior & Organization, Elsevier, vol. 95(C), pages 159-174.
    19. Alserda, Gosse A.G. & Dellaert, Benedict G.C. & Swinkels, Laurens & van der Lecq, Fieke S.G., 2019. "Individual pension risk preference elicitation and collective asset allocation with heterogeneity," Journal of Banking & Finance, Elsevier, vol. 101(C), pages 206-225.
    20. Lusardi, Annamaria & Mitchell, Olivia S., 2007. "Financial literacy and retirement planning: New evidence from the Rand American Life Panel," CFS Working Paper Series 2007/33, Center for Financial Studies (CFS).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:jcopol:v:46:y:2023:i:2:d:10.1007_s10603-023-09535-w. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.