Purpose

The author identifies the traits of consumer resilience in emerging markets, classifies these major traits into five categories and analyses the influence relationships among them with distinctive focus on the psychological and personal resilience aspects.

Design/methodology/approach

The influence relations among the traits of consumer resilience from an expert perspective were identified with typical focus on electronic supply chains, and later the same was analysed through an intelligent influence modelling method, the grey causal modelling (GCM).

Findings

The major traits were analysed using the GCM, where the cause–consequence relations were observed for various objectives and the situational effects are noted. By constructing a magnitude plot and further a causal magnitude table, the important influence traits of consumer resilience for the considered case were observed and the same were auxiliary validated using an interpretive structural modelling (ISM) based approach.

Research limitations/implications

As perceived from the results, it is evident that social support and recommendations from customers emerge as the principal influence traits of consumer resilience from an expert perspective, considering the case. The study can be further extended empirically to validate the findings.

Practical implications

Altogether, the author can recommend for practitioners that the influence of family, society, friends, peers as well as ratings from the customers can determine the level of consumer resilience. Hence, practitioners of customer relationship management can focus on improving the product and brand awareness among customers, so that more customers may recommend for typical products.

Originality/value

Consumer resilience depend on several factors, where the author has identified 25 major traits of the same and classified them into five major categories, including individual psychological factors, individual attitudes, individual socio demographic factors, micro environmental factors and macro environmental factors and the influence relations among them were studied from an expert perspective.

中文翻译：

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消费者复原力特征建模：对新兴市场的影响

目的

作者识别了新兴市场消费者复原力的特征，将这些主要特征分为五类，并分析了它们之间的影响关系，特别关注心理和个人复原力方面。

设计/方法论/途径

以电子供应链为典型，从专家角度识别了消费者韧性特征之间的影响关系，并通过智能影响建模方法——灰色因果模型（GCM）对其进行了分析。

发现

使用 GCM 分析了主要特征，观察了各种目标的因果关系并记录了情境影响。通过构建幅度图和因果幅度表，观察了所考虑案例的消费者弹性的重要影响特征，并使用基于解释结构模型（ISM）的方法对其进行了辅助验证。

研究局限性/影响

从结果来看，考虑到该案例，从专家的角度来看，来自客户的社会支持和推荐显然是消费者复原力的主要影响特征。该研究可以根据经验进一步扩展以验证研究结果。

实际影响

总而言之，笔者可以向从业者建议，家庭、社会、朋友、同伴的影响以及顾客的评分可以决定消费者的韧性水平。因此，客户关系管理的从业者可以专注于提高客户对产品和品牌的认知度，让更多的客户推荐典型产品。

原创性/价值

消费者复原力取决于多种因素，作者识别出消费者复原力的25个主要特征，并将其分为5大类，包括个人心理因素、个人态度、个人社会人口因素、微观环境因素和宏观环境因素及其影响关系其中从专家的角度进行了研究。